A new report by the European Network of Public Employment Services (PES Network), examines examples of AI applications within PES, exploring how these technologies can enhance service delivery, improve operational efficiency, and ultimately better serve jobseekers and employers.
Based on the qualitative review of 34 applications of AI practices across 11 PES which were interviewed, the report explores AI applications in PES operations and business processes such as jobseeker profiling, career guidance and matching and describes AI’s potential to deliver value to PES, including:
- Improving client services: AI can offer personalised interactions, better job matching, and more accurate profiling;
- Increasing process effectiveness: AI tools can provide more accurate job matches and profiles, helping PES to better meet the needs of their clients;
- Boosting operational efficiency: AI can streamline some decision-making processes, while maintaining a human-centred approach, enabling PES staff to focus on more complex tasks.
Key findings and recommendations
The report formulates key observations and recommendations for PES practitioners around:
- Articulating AI goals with defined KPIs to demonstrate business value;
- Embedding AI into end-to-end workflows for enhanced value and coherence;
- Encouraging knowledge-sharing across the PES Network and fostering collaboration;
- Shifting the focus from experimentation to production readiness, addressing complexities early to ensure smooth transitions;
- Considering holistic factors and integrating legal, organisational, ethical, and financial factors into strategies.
‘Opportunities of AI within PES processes and services’ aims to support PES practitioners in understanding the potential benefits and challenges of adopting AI, using insights from promising practices and lessons learned from early adopters.
To read the full report, click here.
