Measuring SESA program effectiveness by developing performance measures has been a critical element in USAID Armenia, Social Protection Systems Strengthening (SPSS) Project action plan. During 2007 and 2008, trainings and working groups were organized to develop “Employment Programs Performance Measures.” Key participants included the RA Ministry of Labor and Social Issues (MLSI), the State Employment Service Agency (SESA), the National Institute of Labor and Social Researches (NILSR) and the NORK Information-Analytical Center (NORK) representatives. SPSS expert Thomas Ivory, who has extensive Employment Service management background, guided the capacity building process, including the work of the SESA Performance Measures Committee that developed the SESA-specific Performance Measure Indicators. 

This system is designed to build the skill and knowledge within SESA to provide data and information that assesses program outcomes and results within the employment service delivery system. It is captured in a Performance Measures Manual that provides an overview of performance measurement elements including the purpose and the use of a Performance Measurement System to strengthen active labor market programs (ALMP’s). Specific Indicators provide better accountability and data that monitors work efficiency. These data can be used in assessment of the new programs of local employment centers and compare outcomes such as impact on unemployment and the level of customer satisfaction. Mr. Ivory stated that: “The system is worth the costs, because it will help the funds for the programs be invested efficiently, reporting and planning will be more organized, and the developed data will help get more funding for effective programs.” Standardization and consistency in data and its uses, as well as reporting will be another outcome within all SESA Employment Centers. These performance measures will better conform to European Standards and support future implement of the National Strategic Plan. 

In the process of developing Employment Programs Performance Measures

Building the knowledge of SESA and MLSI staff was the first step. The SESA Working Group took two years to assess current practices, and then propose indicators that added value to current work, design a framework, and then test it in three pilot offices. Once the indicators were reviewed and approved, the detailed manual was then developed to assure continuity of the program, staff orientation standardized, and future programs could use the performance measurement system.

The SESA performance indicator pilot offices were the Vanadzor Regional Employment Center and the Shengavit Local Employment Center. The Committee members attended trainings on how to use the new indicators and then visited the two pilot offices in July 2008. The pilot office staffs were introduced to the new concepts and the purpose of testing this new system. The pilot offices were asked to use the new indicators and reporting methods for one quarter. Staff was asked to use these measures for one quarterly and several monthly reports. Specific targets of the piloting were to produce information upon which decisions can be made, to upgrade the reporting process, establish accountability for the government by the use of the data, help SESA to implement better financial planning and create statistical data for the needed decisions. After the assessment of pilot results, the indicators and monitoring system will be used in the three model offices, to continue expanding this effective program.

Based on the success of the pilot of new performance indicators, SESA promoted the importance of introducing the performance indicators for employment programs into the RA Government’s 2008-2012 Activities Action Plan with the goal to implement a Performance Measurement System. These Performance measure indicators will assist SESA to monitor and assess the progress of programs with strategic goals. SESA leaderships can use these measures to analyze outcomes and adjust programs and service design, as well as staffing and management of programs.  Standardized performance measures promote decentralized decision making at the regional levels, increases performance, provided information and data to request budget allocations, and ensure compliance with legal requirements of programs with transparency.