Human and Machine: Is Humanity Getting Lost Under Digitalisation?
At the recent Best-Practice-Dialog of the German social insurance system, organised by Wegweiser Media & Conferences GmbH, WAPES was represented in a panel discussion on how AI and digitalisation are reshaping the work of Public Employment Services (PES). Event information (in German) is available here: https://www.wegweiser.de/de/best-practice-dialog-id1
Drawing on the ongoing international study “Future Skills for PES Counsellors”, jointly conducted by the Universities of Derby and Manchester, WAPES and Deloitte, the panel explored how counsellors can be supported to work effectively in increasingly digital environments.
The study looks at which competencies PES staff will need in the future and how AI tools can be embedded in day-to-day practice in a responsible, human-centred way, with Deloitte providing research and analytical expertise.
A transformation that is gathering pace
In the discussion, moderated by Dr Thomas Karl, it was underlined that digitalisation itself is not new for PES: counsellors have long worked with “a machine on one side and a client on the other”. What is new is the speed and reach of current AI tools. Used within clear ethical guidelines, good governance and strong leadership, AI can free up time for what matters most in PES: deep, high-quality conversations with clients who need tailored support, rather than simply increasing the number of short, standardised appointments.
Examples from France, Finland, Sweden and Canada showed how public services are already introducing ethical frameworks and training curricula for AI use, and how “digital first – human when needed” approaches are becoming more common, in line with trends highlighted by the OECD in “A New Dawn for Public Employment Services”: https://www.oecd.org
A drive spearheaded by WAPES
These reflections are closely connected to the work of the WAPES International Working Group on AI and Digitalisation, which brings together PES from different regions to exchange good practices, explore risks and opportunities of AI, and develop practical guidance on how to use technology to strengthen – rather than replace – the human relationship at the core of employment services. More on WAPES’ activities can be found at: https://wapes.org/ .
