Employment Center Services: an Effective Tool for Reducing Unemployment or a Bureaucratic Procedure?
DOI:
https://doi.org/10.46541/978-86-7233-397-8_114Keywords:
Unemployment, public employment services, employment centers, customer satisfaction, RussiaAbstract
The development strategy of the Russian Federation is implemented through a number of federal projects. One of them is focused on promoting employment, transforming state employment centers and increasing the level of service recipients’ satisfaction (90% of satisfied recipients by the end of 2024).
The aim of this study is to analyze the state of employment policy implementation based on the assessments of recipients of employment services.
The information base of the study is the data of a questionnaire survey of registered unemployed conducted in 2020 in one of the typical regions of the Russian Federation (4,800 people). The survey evaluated the following parameters: clarity of procedure for receiving services, satisfaction with the quality and speed of providing services, satisfaction with the qualifications of employment centers staff, subjective assessment of the usefulness of provided services for future employment. Descriptive statistics methods were used to analyze the data.
It was found that over the past 3 years, respondents have noted positive changes in the work of state employment centers - expanding opportunities to receive services via the Internet, reducing queues in employment centers, increasing the availability of information about services. At the same time, low speed of service delivery, a large list of necessary documents, and insufficient customer orientation of employment centers staff have a negative impact on the satisfaction of service recipients. These areas are zones for development and improvement of the population's satisfaction with the public employment centers’ performance.
