This in-person workshop took place in Riga, Latvia, and featured expert presentations and peer PES exchanges in support of enhanced performance and quality management in the Latvian PES, as well as a visit to a local PES office.

Participants discussed the three pillars of quality management the Latvian PES has defined as priority areas: internal communication, customer orientation, and staff feedback and empowerment. The event benefited from expert input on ways of developing a quality-focused culture. Additionally, peer PES, including the Belgian VDAB, Austrian AMS, and Estonian Töötukassa shared their approaches to the identified priority areas.

The event also featured a field visit to a PES office where participants observed the processes of Latvian PES local managers and staff, discovered its key features and performance figures, and had  dedicated Q&A sessions with counsellors and with staff working with employers.