A new service model – NSM

The project’s goals include:

• establishing a digital path for basic career counseling and job placement,
• developing and integrating statistical profiling into service delivery,
• establishing new roles for career counselors,
• providing appropriate user support,
• developing content and tools for in-depth career counseling to support long-term unemployed individuals.

Aktivnosti 

The new service model will offer a new customer journey, allowing users who are proficient in digital business to use online services and receive appropriate support. For users more distant from the labor market, there will be personal advisors, case managers, and in-depth career counseling.

The digital pathway will be established through the development and implementation of a new Employment Platform and e-services for basic career counseling and job placement, enabling users to complete the entire process digitally. Currently, ESS e-services do not allow the full process to be carried out online.

The new e-services will also include a statistical profiling model, enabling the optimal digital path for the user and suggesting the most appropriate activities to help them secure quality employment.

The investment will result in a new work doctrine that considers the new customer journey with updated counselor roles and will serve as the basis for the regular work of ESS counselors even after the project ends.

In preparing the project, we also drew on recommendations from the OECD, which, in its analysis titled Active Employment Policies to Reduce Long-Term Unemployment in Slovenia, recommended enhancing digital services, introducing statistical profiling, intensifying in-depth career counseling, and strengthening employee competencies.
 

The project is composed of four areas:

1. Employment Platform

Development of e-services on the platform to connect job seekers, employers, and advisors

We will develop the Employment Platform, which with e-services for jobseekers, employers and consultants will represent the Institute's website for connecting supply and demand on the labor market. The new e-services will be available to users with different functionalities, depending on whether they will access the platform anonymously, register, submit a vacancy or register in the Institute's records.

The goal is to enable the job seeker on the Employment Platform to immediately review the electronic services and encourage him to take action by displaying current proposals based on his characteristics and profile. With the functionality of suggestions for users and other dynamic content of the platform, we will ensure wider accessibility of the Institute's services and promote the connection between supply and demand of a wider range of users.
 

2. Profiling Development

Introduction of statistical profiling to assess job prospects and the risk of long-term unemployment

The statistical profiling tool will provide an assessment of employment opportunities and the risk of long-term unemployment, which will improve service delivery by timely detecting clients who can be guided through online services and, on the other hand, clients who need a personal advisor.

With this, the Institute will follow the trends of other advanced European employment institutes and ensure the appropriate frequency of personal treatment for clients who need it.
 

3. Personalized Services

Redefining the role of career counselors, including the introduction of human digital advisors and personalized services for individuals distant from the labor market

With the new service model, customers will have access to digital services and the support of a new consultant profile in the implementation of these services, which we will gradually establish for this purpose (human digital or HD consultant). A personal adviser will be available for clients who need the guidance of a case manager (clients with various obstacles in entering the labor market).

The personal advisor will guide the treatment of the client in a way that will escalate the services provided to the client according to their distance from the labor market and the duration of unemployment. We will also strengthen in-depth career counseling. With the aim of preventing and eliminating long-term unemployment, new material bases for the work of consultants, tools and work methods for dealing with clients will be prepared.

The ESS will start introducing the new human digital consultant profile at the beginning of the project, with an emphasis on strengthening digital business with existing e-services and introducing a new competency model for dealing with unemployed people. The role of the consultant will be developed and adapted accordingly with the gradual introduction of new e-services.  

Personal handling processes will continue to be extremely important with the development of the platform and the new service model, but they will be complemented by digital ones and are primarily intended for groups of users who need personal handling.
 

4.  Customer Support

Implementing digital communication services to assist users in navigating the new service model

Implementation of online support for users, when using services, and development of a digital communication service for user assistance.
 

Project duration 

From 1 August 2023 to 30 March 2029.
 

Total project value 

19,800,000.00 EUR
 

Sources of funding

The project Strengthening the Network of Offices for Employers is implemented under the Operational Programme for the Implementation of the EU Cohesion Policy (OP ECP 2021–2027), co-financed by the Republic of Slovenia and the European Union from the European Social Fund Plus (ESF+):

• Policy Objective (PO) 4 – A more social Europe, delivering on the European Pillar of Social Rights,
• Priority (P) 6 – Skills and a responsive labour market,
• Specific objective (SO) ESO4.2 – Modernising labour market institutions and services to assess and anticipate the skills needs and provide timely and tailored help and support in matching supply and demand, transitions and mobility (ESS+).