Succeeding Presentation of 100% web...

Presentation of 100% web servicesSucceeding

Pôle emploi 2015

07/11/2013 Electronic and 100% web services 2

Electronic services are available in the form of on-line services and 100% web services

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The three party convention signed on 11 January 2012 between the State, Unédic and Pôle emploi defines three main priorities:

Pôle emploi has adopted a strategic plan to implement its new guidelines: Pôle emploi 2015 with 6 priorities

The customisation of services

Stronger local action with partners

Continued efforts to optimise resources



Targets:

▪ "Enrich the services of pole-emploi.fr for all": current on-line services will be enriched and new services will be created forjobseekers and companies, in the context of existing support and monitoring procedures and services

▪ "Propose 100% web services for some volunteer jobseekers" in addition to current services for jobseekers: some volunteerjob seekers, benefiting from guided support, and subject to confirmation by the adviser during the diagnostic andregistration interview phase or at any other later interview, may benefit from additional channels for contacts and on-lineservices

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In its strategic plan, Pôle emploi clearly highlights electronic services in its ambitions for volunteer jobseekers.



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Multiple channels enable our publics to benefit from a wide range of means of accessing the service. We must guarantee aquality solution adapted to the requirements of each of our customers and each of our publics.

In a changing digital context, people's expectations in terms of remote services are increasing: services which can be accessedany time and any place, customer-dedicated spaces, faster response times.

In this context, and in view in meeting the expectations of our publics, Pôle emploi is developing its remote services via:

The "pôle-emploi.fr" site, letters/e-mails, telephone calls, agency handling, we can access separate and complementaryprocedures for information and services.The different channels are complementary: entities using these channels are therefore jointly responsible for the properoperation of all channels.

The most appropriate channel from the range of channels available will be determined for each formality to be carried out byour publics, be they jobseekers, companies or working individuals, based on our multi-channel strategy. This strategy willdecide which channels should be primarily used for each service, while maintaining a fair balance between the quality of theservice provided and the operational effectiveness of Pôle emploi.



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Letters are a key channel for the provision of services as requests must be signed for some processes:

Postal dispatch will be considered as the priority channel for the submission of any application which does not require the

presence of the applicant. In these cases, the applicant indeed has no reason to travel.

The requests received will be processed by advisers at the local agency, or even by the production agency.

E-mails can be used for customised contact with the referring adviser for any question relating to reclassification.

E-mails relating to the user's specific file will be processed by an adviser at the local agency of the jobseeker.

Physical agencies provide local services for the users of the different services available in different forms:

-An area with self-service access, or where services can be obtained with the support of an adviser via the Internet or by

telephone: Each agency is equipped with several computers with Internet access, enabling Internet users without access

at home to carry out operations directly on the site or by telephone.

- A reception desk for users with appointments, to ensure priority handling versus unannounced arrivals.

- A reception area for unannounced visits consisting of two levels. One level for all visits and a second level for more

complex requests.

Physical

agency

services



Telephone is the initial means of contact and 3 services exist:

- 3949: a service dedicated to job seekers and enabling direct contact via specific lines with either

- an adviser providing information and handling requests relating to registration, benefits, internships and the

management of appointments and appeals

- a voice server able to provide information on the file of the user and carry out administrative formalities

(monthly situation declaration, requests for statements, notice of a change in situation)

Calls will be handled by advisers at the local agency, but also by the production agency

A record transfer system can be used to pass on information to the local site of the applicant if necessary.

- 3995: service dedicated to companies enabling direct contact with an adviser via specific lines in view of handling requests

for recruitment or managing files such as requests for assistance with recruitment.

All calls are handled by a production agency.

A record transfer system can be used to pass on information to the agency managing the company's account.

- Direct lines for use by companies only enabling contact with an adviser at the local agency, managing the account.

All calls are handled by an adviser at the allocated agency

Service

contact

Telephone



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Number one site for employment in France. Pole-emploi.fr can provide a range of services based on 3 topics:

- Accessible general and targeted information on the labour market at national and regional level, as well as on the

sectors which recruit, current events in terms of fora, assistance and initiatives (training assistance, contracts with

assistance, etc.), and on regulations; contact with an advisor by e-mail.

- Handling routine formalities with secure access to the jobseeker's file: requests to register, entry of WEB

AE…information on progress with the handling of the request for benefits, the amount to be paid, letters. Using this space,

applicants can also carry out operations, which will automatically enrich our information system, such as the entry or

modification of bank details, a request to re-register, or monthly situation declarations, for example.

-Hunting for employment and recruitment: on-line C.V. submission, subscription to vacancies, applications for

vacancies, submission of vacancies, find applicants thanks to the C.V. database.

Internet

and mobile

application

Main benefits of using S@D for our publics

•Service available 24/7, free of charge, no need to travel, no waiting time,

direct access to file management functions and electronic letters

•Improved reactivity

•Option to formulate a customised request by sending an email

•Accessing national and international vacancies

•Ensuring that companies notice jobseekers directly

•Do not miss out on any vacancies thanks to a customised subscription

•Fast processing of applications

•Real-time tracking of changes to vacancies for companies

•Display the profiles of applicants, including working individuals and at

national level

Main benefits for Pôle emploi

•Reducing unannounced arrivals at agencies and

by telephone

•Saving time

•Focusing on its core business

•Allowing applicants and companies to manage

jobhunting and the submission of vacancies

independently

•Multiplying and optimising contacts

•Simplified assessment of requests, with the

automatic incrementation of our information

system


Panorama of services for all at pole-emploi.fr (jobseekers/applicants and companies)

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All publics

Jobseekers/applicantsEmployers/recruiters

Targeting….

• Portal offering access to Pôle emploi content and information Frequently Asked Questions Obtain information on rights and obligations Obtain information on registration Obtain information on finding employment Obtain information on declarations and contributions …

• Managing rights and formalities Submit an on-line registration request Update details Access the space and manage the file …

• Managing job seeking Search for and view vacancies Submit an application on-line Subscribe to vacancies Create and distribute a C.V. …

• Managing accounts: Access the account Obtain a statement …

• Managing recruitment Access the recruitment space Submit and distribute a vacancy on-line Track a vacancy/obtain information on

progress with the handling of the vacancy

Consult C.V./ Create C.V. subscriptions …

Services targeting jobseekers can be used in the context of three support and monitoring procedures


100% web services will be made available to jobseekers benefiting from guided support

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"Subject to confirmation by the adviser during the diagnostic and registration interview, volunteer jobseekers may benefit from services exclusively provided on-line. In this way, some jobseekers will be able to benefit from electronic guided support (by email, telephone,

chat, etc.). "

PE2015 extract

Reinforced

Monitoring

The three support and monitoring procedures for jobseekers

100% web services include:

•mandatory interviews and electronic monitoring with the referring adviser

•electronic interactions with Pôle emploi via new channels for contacts and services

Guided Electronic guided support

100% web services will be made available to jobseekers benefiting from guided support

• This group of jobseekers requires regular support with finding employment, preparing their career plan and implementing the action plan.The adviser will provide support for the jobseeker, recommend services, and if necessary some types of actions with the person.Therefore, 100% web services will be based on regular, electronic and customised interaction between the jobseeker and the adviser

• These services will be progressively implemented


Implementing the electronic guided support

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Hypothesis 1

• Advisers manage a jobseeker portfolio for one agency, for electronic guided support, and participate in the collective activities of the agency (approximate numbers: maximum 150 jobseekers)

• They can organise mandatory interviews (months 4 and 9) via videoconferencing.

• A team including approximately 5 advisers will be assigned when the pilot project launches. Workload will progressively increase and more advisers may be assigned.

Two hypotheses tested:

Hypothesis 2

• With a shared team, advisers manage a portfolio of jobseekers benefiting from electronic guided support for the region or territory.

• Advisers will manage jobseeker portfolios of varying sizes depending on their contribution to the collective activities of the team (approximate numbers: between 200 and 250 jobseekers).

• They organise interviews via videoconferencing (including the mandatory interviews at months 4 and 9).

• A team including approximately 5 advisers will be assigned at launch. Workload will progressively increase and more advisers may be assigned.

GUIDED support and 100% web services: Shared points, new points

Continuity and progression: access to the same on-line services as those available in the context of current guidedsupport, with the additional and progressive provision of new content and new channels for contacts and services

Simplicity: the possibility to organise interviews via videoconferencing, ask questions to an adviser in a chat session or askto be called back by telephone from your personal space

Consistency and fairness: job seekers benefiting from 100% web support are subject to the same obligations as thoseapplicable to all jobseekers, particularly in terms of responding to all summons, including for video conferencing

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Shared points

Diagnostic and registration

interview (EID) or face-to-face monitoring interview

Presentation and identification of

the voluntary acceptance of the

jobseeker

Designation of the adviser

Transmission of a consent e-mail to

the jobseeker

Acceptance or rejection by the

jobseeker

Access to guided support services: mandatory and intermediate monitoring interviews (face-to-

face, telephone, email), short-term services, organisation of contacts and search for targeted

vacancies, corrective actions, assistance and initiatives:

• Mandatory and monitoring interviews in the form of videoconferencing and intermediate interviews via the selected channel

• Request for contact via a chat session or telephone call

• Collective information via videoconferencing• Access to 2 electronic sector-specific kits• Access to 2 multimedia modules

High points for 100% web

Start of 100% web support

End of 100% web support, at the request of the jobseeker or the adviser;

back to employment

Remote registration request

07/11/2013 Electronic and 100% web services

100% web services

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100% web services ...

Current guided support services and services available for all on www.pôle-emploi.fr

Specific services, accessible from the personal space at www.pole-emploi.fr (confidential and secure space):

New means of talking to an adviser thanks to:• Chat sessions for answering questions directly• Requests to be called back

New on-line services aiming to optimise jobhunting and provide information on the sectors which recruit:

• Interactive modules • Collective videoconferences

Videoconferences to organise interviews with advisers without need for travel

Advisers will reply to requests from the jobseeker using the appropriate means of contact. Advisers will forward proposed actions, vacancies and any other information helping to ensure renewed employment.

Most discussions take place in the personal space on emploi.fr and are added to the file of the jobseeker.


http://www.pôle-emploi.fr/

http://www.pole-emploi.fr/


Three groups are affected by electronic guided support

Advisers

Advisers present and describe the electronic guided support service to jobseekersAdvisers obtain the agreement of the jobseeker to the electronic guided support service at the interview and enter this

agreement in the information system

Videoconferences and chat sessions are used in the context of electronic guided support as new channels for contacts andmeans of providing support for the jobseekers in the portfolios of contacts. A specific 22 inch screen is available for thispurpose

Advisers can monitor to what extent jobseekers in their portfolio use the services via the information system

Local management team (ELD)

This team will integrate the use of new channels (chat, videoconferencing, call back) in the supervision of teams of referringadvisers


Three groups are affected by electronic guided support

Jobseekers

Jobseekers must agree to use the electronic guided support service during an interview. This agreement will be made formal in the Personal employment plan (PPAE) updating and preparation letter. The jobseeker will then receive a letter presenting the purpose and type of electronic guided support to be provided in his or her personal space. The jobseeker can then confirm their acceptance on the basis of this additional information.

The jobseeker will be able to access channels for services and additional contacts in their personal space from the launch ofthe electronic guided support service.

Implementation of new channels for services and contacts (videoconferencing, chat sessions, request to be called back). Provision of electronic services within the personal space at pole-emploi.fr.

Jobseekers are allocated to a referring adviser.

Jobseekers will launch support procedures at the first mandatory interview (mouth 4 at the latest).

Jobseekers are subject to the same rights and obligations as jobseekers monitored and supported in the context of other procedures (particularly the mandatory interviews after months 4 and 9).

Jobseekers may change support procedure at any time with the agreement of the referring adviser.

The jobseeker can go to an agency if preferred.

To summarise, 100% web services…

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1 Meet the requirements and expectations of jobseekers thanks to digital communication channels for advisers: chat, videoconference, etc. And access multimedia modules and sector-specific kits on-line

2 Propose a customised relationship via regular contact with an adviser

3On the basis of the diagnostic by the adviser and open to job seekers wishing to use digital technology

4Provided by advisers trained in these new means of contact

5 Flexible and reversible: jobseekers have the option of going to an agency if necessary and if they so prefer, or returning totraditional support on simple request or after a diagnostic by the adviser

Progressive deployment to match the ambitions of Pôle Emploi

ALLOW JOBSEEKERS TO BENEFIT FROM A SERVICE ADAPTED TO THEIR USAGES AND THEIR LIFESTYLE, OPTIMISING THEIR JOBSEEKING AND IMPROVING EFFECTIVENESS

07/11/2013Electronic and 100% web services

Organisation of the deployment of the 100% web service

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Designation of a project leader for the region and selection of 2 agencies by the regional director:Castelnau agency for hypothesis 1 in December 2013

Nimes agency for hypothesis 2 in April 2014

Creation of a regional project group:This group will consist of permanent and occasional members, and the selected members will have different backgrounds in order to enable transversal project management and secure the projects carried out: Branch

director, Multi-channel and Steering service, Human resources division, strategy and communication, Security for IT risks, Real estate and the service in charge of regulations as well as sector-specific applications.

Relations with the national project groupPermanent members of the project group will participate at regular meetings with the national project group in

the context of progress reports or brainstorming sessions focusing on types of services and channels used to provide new services

Focus GroupAdvisers will participate in a Focus group led by the national project team in order to list the requirements of

advisers in relation to the implementation of these new services

Real estate organisation and IT hardwareFitting out of offices dedicated to 100% WEB services

Purchase of specific IT hardware for these services


Based on its experience with the multichannel strategy, the results achieved in terms of use of the different channels, and its strong drive to position Internet as a fully fledged working tool, the region of Languedoc

Roussillon naturally positioned itself as a pilot region for this project based on the 2 hypotheses


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Social communicationObtaining of the opinion of the Site committee and the Committee on health, safety and working conditions

Communication targeting advisersOverall presentation of the project to all advisers at the pilot agency

Call for volunteersMainly targeting advisers already allocated to the GUIDED support procedure.

(Launch of the pilot phase, preferably with 5 advisers and 8 targeted)

Communication targeting advisersInformation distributed to all advisers at the pilot agency on the operational procedures used to identify those

eligible for these new services: preparation of a guide matrix and a practical guide on entries in the sector-specific application

Improving skillsTraining sessions for the selected advisers on the ELECTRONIC GUIDE procedure and for local managers

- "Customised services and means of access": 2 days- "Principles and functionalities of communication tools" 2 days

- "Acquiring distance communication and interview techniques" 1 day- "Drafting interviews, ensuring the traceability of discussions and recommendations" 1 day


Communication targeting advisersSpecific communication targeting advisers on ELECTRONIC GUIDES



After launching the support procedure, jobseekers benefiting from electronic guided support will be able to access the new services from their Personal space


A larger screen will allow advisers to combine videoconferencing or the chat window with applications.

In blue: changes for the 100% web services

▪ The jobseeker's summary table will be automatically transferred and the videoconferencing window will open

1. A message will inform the adviser that the jobseeker has requested a new videoconferencing session: the adviser must allow the jobseeker to join the session

2. The jobseeker will appear on the screen after opening the videoconferencing session from his or her personal space and after the adviser has allowed the jobseeker to join the session

3. The layout of the different frames in the videoconferencing tool can be modified

4. The size and position of the dialogue window can be adjusted

5. The adviser can share his or her screen with the jobseeker

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01/04/2013

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