Improving customer service is essential to increase trust and accesibility of National Agency for Employment and Skills services, both by employers and jobseekers. NAES with the support of RisiAlbania has developed the Customer Satisfaction Measurement and Monitoring System. This is an information system that helps NAES to achieve its objectives in improving the services provided as well as increasing citizen satisfaction and grievance management within service standards.

During October 2020, the Complaints Management System was piloted at the KPA Central Directorate, analyzing the sources of complaints, the type of complaints and their management. The findings of this process were presented on 27 November at a ‘round table’ online, with representatives of all institutions part of the KPA, where the system will be implemented.

Also, as a result of this process, visible information has been placed at the entrance of each institution of NAES, to inform all clients (job seekers and businesses) on the possibility of contacting agency for any information, complaint, or ambiguity that they may have.

RisiAlbania has supported NAES with the development of the Customer Satisfaction Measurement and Monitoring System as part of the strategy to further improve the KPA’s cooperation with business. This support follows the development of the Business Cooperation Methodology and Regional Labor Market Analysis.