The PES Network recently concluded its third cycle of peer benchlearning assessments of Public Employment Services (PES) in Europe. These assessments have fed directly into mutual learning activities aiming to build the capacity and performance of PES where they need it most for improving customer service delivery. Held in the context of COVID-19, the latest cycle has demonstrated tremendous solidarity amongst PES.

© PES Network

The core methodology of the PES Network is a process of benchlearning, combining peer-based benchmarking of PES performance with mutual learning activities that respond directly to the trends, challenges and areas for improvement identified. Each benchlearning cycle is expected to last around three years.

The 3^rd cycle of PES assessment visits was initiated in 2020, but had to be temporarily paused due to the COVID-19 pandemic and then adapted to a new online format, which was piloted in two countries and then rolled out across Europe starting in 2021. The engagement and willingness of PES to engage as both assessors and assessees in these four-day online ‘visits’ – with around 70 assessors involved in 31 PES assessments totalling 123 individual ‘missions’ – has once more been a real strength of the network.

A recent PES Network report on the main outcomes of the third cycle of PES Benchlearning highlights a lot of progress by PES across the eight categories of ‘performance enablers’ – 31 in total –  that constitute the PES ‘excellence model’. Notable progress was seen around increased alignment of Key Performance Indicators (KPIs) with strategic objectives (strategic performance management), more flexible ways of communicating with clients (channel management), and intensified relations with employers and stakeholders.

However, it also highlighted several persisting challenges, including those related to: matching employers with an adequately skilled workforce; increased digital service delivery; and HR management (often related to increasing numbers of experienced PES staff reaching retirement age).

Building on the issues identified in the assessment cycle, a series of nine Thematic Learning Dialogues (TLDs) were held between PES from November 2022 to March 2023. These events, which showcase the true solidarity at the heart of the PES Network, see a ‘teacher’ PES and four ‘supporting ’ PES working with four ‘student’ PES to identify areas for improvement in their work on specific topics ranging from quality management to crisis management, and from change management to digital change.

Continuing this invaluable work for PES, the fourth Benchlearning cycle will kick off in January 2024, including a new cycle of assessment visits and an updated Assessment Framework Manual.