Client Walk-Through : Assessment of the Business Processes of Ukraine’s State Employment Service

Overview & Synopsis

This report evaluates the service delivery chain of Ukraine’s State Employment Service (SES), focusing on business processes and client experience from outreach through monitoring and evaluation. Using interviews, field visits, and policy reviews, the analysis examines five stages: outreach, registration, needs assessment, service provision, and performance monitoring. While the SES demonstrates key strengths as a major provider, several systemic challenges limit its effectiveness, including limited outreach to vulnerable populations, weakened employer engagement without a national strategy, absence of structured case management, underdeveloped performance management systems, and insufficient automation of core processes, all of which constrain service quality, efficiency, and overall responsiveness.