Public employment service between efficiency and effectiveness
Public employment service between efficiency and effectiveness

Summary/Abstract: Transforming the National Agency for Employment in Romania by 2015 in a Modern Public Service Employment Service (PES) shall be made only upon customer needs efficiency-oriented services, decentralization and development of information system. European Social Fund, through the Sectoral Operational Programme Human Resources Development, allocated in the 2007- 2013 period hundreds of millions thru Priority Axis 4 (Modernising Public Employment Service) to improve and increase the quality of services provided as well as training personnel. Our analysis aimed to make a diagnosis of the current system and measuring the satisfaction of Public Employment Service (PES) customers for outlining a unified strategy to modernize it. Method: In conducting research, opinion survey method was used, based on questionnaires administered to 400 employees of 16 agencies for Employment in the South-West Oltenia, Muntenia South and West, and a total of 2,000 customers, the main beneficiaries of the services provided by them (people looking for a job, unemployed, representatives of employers and training providers for adults and so on). Results: The study revealed that there are major differences between customer expectations and civil servants from the Public Employment Service (PES), despite the improvements, the computerization and implementation of quality management. The deficiencies found are resulting from reducing staff, civil servants assigned to customers number was 1 employee to 400 customers per month, while the European optimum is 1-100. Budgeting failure, blockage of channels and the patchy training system of the personnel maintain quality gap between the Public Employment Service (PES) in Romania and one of the other EU member countries.

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