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A new dawn for public employment services - Service delivery in the age of artificial intelligence
OECD
2024.06.14
As part of broader digitalisation efforts, half of public employment services (PES) in OECD countries are employing Artificial Intelligence (AI) to enhance their services. AI is being adopted across all key tasks of PES, including most commonly to match jobseekers with vacancies. While several PES have been using such tools for a decade, adoption of AI has been increasing in recent years as these become more accessible. New AI use cases have emerged to assist employers in designing vacancy postings and jobseekers in their career management and job-search strategies. AI initiatives have significant impact on PES clients, changing how they interact with the PES and receive support, and PES staff, altering their day-to-day work. As PES seek to maximise the opportunities brought by AI, proactive steps should be taken to mitigate associated risks. Key considerations for PES include prioritising transparency of AI algorithms and explainability of results, establishing governance frameworks, ensuring end-users (staff and clients) are included and supported in the development and adoption process, and committing to rigorous monitoring and evaluation to increase the positive and manage any negative impact of AI solutions.