Japan-WAPES Joint Project Workshop on the Cambodian Public Employment Service Modernization Program

(Takamatsu, Japan 22-24 November 2022)

The Cambodian National Employment Agency（NEA）and WAPES Executive Secretariat with technical experts from the Japanese Ministry of Health, Labour and Welfare (MHLW), Korean Information Service (KEIS) and Ingeus UK held a Japan-WAPES Joint Project Workshop on the Cambodian Public Employment Service (PES) Modernization Program in Takamatsu, Japan, 22-24 November 2022.

During the Workshop, NEA shared their experiences and lessons learned from the ILO International Training Centre (ITC-ILO) training ‘Employment Services and Labour Market Policies for a Human-Centered [Post Pandemic] Recovery’ which took place under the auspices of the Modernization Program and was sponsored by the Japan-WAPES Joint Project. NEA also shared text of the revised draft Action Plan 2023 and Customer Satisfaction Survey 2023 for review. The Experts shared their reflections on the new Action Plan 2023 and Customer Satisfaction Survey 2023, providing an opportunity for NEA to consider whether it wanted to make amendments in light of any changes in the post-pandemic environment. Key points of reflection included the potential addition of activities and Key Performance Indicators (KPIs) in the Action Plan around partnerships with stakeholders to expand NEA’s service offer and whether the draft Performance Assessment Framework (PAF) should be expanded to include KPIs for individual advisers. Additional approaches and models to conduct customer satisfaction surveys appropriate for the Cambodian labour market context were also presented. Participants agreed to reflect further on these points and to consult with stakeholders for possible inclusion in the mid-long term aspiration discussions.

The workshop included a study visit to a local ‘Hello Work’ office in Takamatsu to examine a practical example of how the Japanese PES has harnessed customer insight and satisfaction, customer-oriented service design and implementation of a Performance Assessment Framework to drive new approaches to services, including locating in a central retail area, provision of a child playing area and a warm, friendly environment – in particular, to encourage women to (re) enter the labour market.

Fumie HIGASHIRA, Joint Project Manager