Tailoring Digital Services for Vulnerable Groups

This however raises the question of whether and how to provide services online to jobseekers who either have no or very low levels of digital skills or who do not have the resources to access digital services. The European Network of Public Employment Service hosted a Thematic Review Workshop (TRW) in Croatia in November 2023 to explore these questions. A new Thematic Paper now summarises the key findings from this exchange.

Tailored solutions and digital strategies

Recognising the importance of tailored solutions to help vulnerable groups find employment, PES have further enhanced their digital strategies. The PES Network’s Thematic Paper “PES Digital Services to Successfully Integrate Vulnerable Jobseekers” highlights the progress made in the digitalisation of services and support for vulnerable jobseekers.

While digital outreach has increased, it can be difficult to create meaningful impact with vulnerable jobseekers. Tailored messaging and building trust are crucial in this regard. Working with social media platforms and influencers, and coordinating with local stakeholders, can help improve outreach. Additionally, streamlining information sources and providing personalised outreach through cards with counsellors’ details make PES services more accessible.

Effective service delivery

Understanding the target audience is crucial for effective service delivery. Profiling clients using AI and predictive methodologies can enhance decision-making. Challenges such as low access to digital platforms, language barriers and disabilities can also be addressed through accessible tools and inclusive service design.

Recent developments in online counselling and job matching show that recommender systems and AI-driven platforms can broaden job search scopes., Blended service delivery, combining online and offline counselling, is essential for supporting those with barriers to enter employment.

Overcoming challenges

While digital skills training is increasingly available, engaging vulnerable individuals in online courses remains challenging. Tailored counselling, voucher schemes, and modular courses can improve participation rates. Collaboration between PES and specialist providers is used by some PES for delivering digital skills training.

Despite expanding digital services, particularly since the COVID-19 pandemic, challenges persist for vulnerable groups. Customising digital services, ensuring access to basic-level digital skills courses, and maintaining motivation in training are key priorities. Further exploration of innovative approaches and collaboration with complementary service providers is needed.

Further reading

The Thematic Paper “PES Digital Services to Successfully Integrate Vulnerable Jobseekers” delves into how PES can effectively deliver digital services to jobseekers with minimal digital skills or resources, and how to use online services to best support long-term unemployed and young people post-placement. Focusing on outreach, diagnosis, online counselling, training and complementary online/blended services, this paper provides insights into how PES can deliver digital services for vulnerable groups.

Click here to read the full report.