This online meeting is part of the Latvian PES Mutual Assistance Project (MAP), aiming to support enhanced performance and quality management. The meeting focused on three main topics: improved communication; improved quality of customer service; and service improvement.

The meeting benefitted from an exchange of peer-PES experience with discussions on:

• action planning with top management, promoting management-staff dialogue, sharing good practice;
• structuring customer feedback processes, such as the Belgian VDAB ‘Hello Customer process’;
• developing a caseload management based on the Estonian PES counselling model;
• developing organisational steering through the introduction of Balanced Business Scorecards, as used by the Austrian PES.

Meeting participants got an update on the progress made so far against the set priorities and agreed on next steps. The meeting followed up on the first workshop of the Latvian PES MAP of 7-8 July 2022.