A study visit of BiH Delegation of Public Employment Services to Serbia took place on 24-25 December 2018 with the aim of strengthening the capacity of public employment services in the Western Balkans. The main findings of the comparative analysis done in the framework of ESAP project on benchmarking were briefly presented and served as the basis for the selection of the NES of Serbia for the purpose of provision of examples of good practice.

The topics discussed during the study visit were as follows:

• performance agreement as a tool for strategic performance management and models of approach in working with people with disabilities;
• work with people with disabilities;
• experiences in the field of the development of local employment action plans;
• functional solutions in ICT and real-time reporting possibilities;
• implementation of the ISO-2001 quality system;
• experiences in the field of local employment action plans and performance agreements for the level of the Belgrade branch office with the emphasis on operational processes and documentation used for applying for co-financing.

All the participants in the study visit pointed out that the support provided by ESAP project/RCC and the study visit itself are important for strengthening the capacity of the PES in the Western Balkans, and the importance of experience exchange and practical approach was particularly emphasized.

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