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Intelligent Customer Journey Management

Practical use at AMS in Austria

U25 AMS Wien
AMS BRZ

Smart CJM in practical use at AMS

The Public Employment Service Austria (AMS) is the leading service provider in the Austrian labor market. Its main task is to place workers in open positions and to support both job seekers and companies by providing advice, information, training and financial assistance, while encouraging them to take the initiative.


A special feature is the U25 in Vienna, a dedicated building specifically tailored to the needs of job seekers under the age of 25 in Vienna. This center focuses on providing young people with targeted job search support and addressing their specific challenges.
In addition, the rollout of the system has been extended to 70 additional AMS branches throughout Austria. This expansion further increased the complexity of service coordination, making technological integration and support essential for the smooth functioning of all AMS locations. Smart Customer eXperience was implemented as the customer management solution at the AMS in Austria, with the aim of increasing customer satisfaction, reducing waiting times and increasing employee satisfaction.


The AMS is supported by the Bundesrechenzentrum (BRZ) https://www.brz.gv.at/ , the leading IT service provider in the public sector in Austria. As an e-government partner of the Austrian administration, the BRZ develops and operates central IT solutions for the public sector and manages one of the largest data centers in the country. In its collaboration with the AMS, the BRZ acts as a central point of contact for the implementation and operation of the Smart Customer Journey Management solution to ensure smooth and efficient service processing.

Christian Zlabinger 2

What our customers say

“The collaboration with Smart CJM was and is a great success for us at BRZ. Thanks to the close partnership, we were able to seamlessly implement the complex requirements of the AMS and at the same time optimally integrate our IT solutions. Smart CJM impressed us with their flexibility, expertise and innovative approaches, so that together we were able to significantly improve the quality of service for AMS customers. We look forward to continuing our collaboration and are proud to be making such an important contribution to increasing efficiency at AMS.”

Markus Zlabinger

Bundesrechenzentrum GmbH
Operations Manager
Digital Employment Anwendungen

The way to the goal

1. Initial situation

The AMS in Vienna faced considerable challenges due to the complexity of its structure. As one of two completely separate organizations within the same system, the AMS operates alongside the financial and social services of the City of Vienna. Within the AMS, there are two branches, each divided into three departments: the service zone (financial services), the counseling zone (job search counseling) and the initial counseling zone (new unemployment registrations).


In addition to these structural realities, which are compounded by around 350 individual offices on five floors and 25 waiting areas, the coordination of services between the different units makes it difficult to provide services effectively.


Plans were also made to roll out the system to 70 additional AMS branches across Austria. This expansion further increased the complexity of service coordination, making technological integration and support essential for the smooth functioning of all AMS locations.

 
2. Solution

U 25 in Vienna:

As part of the project, the Smart Customer eXperience system was implemented in U25 Vienna, a building with around 350 individual offices spread over 5 levels and equipped with 25 waiting areas. This “One Stop Shop” model comprises two completely separate organizations under one roof: the AMS and the MA40 of the City of Vienna.

The AMS Vienna is divided into two offices, each of which is subdivided into three departments:

  • Service zone: Responsible for financial matters
  • Counseling zone: Focused on job counseling
  • Initial service: Responsible for unemployment registration

The MA40 of the City of Vienna covers the areas of finance and service as well as social work.

Extensive hardware solutions have been implemented in the U25 to support efficient processes, including 250 counters, 17 touchscreen terminals and 25 call monitors. This infrastructure enables seamless integration and improved customer service by optimizing both employee work processes and the customer experience.

AMS branches in Austria:

As part of the nationwide optimization of processes at AMS, the Smart Citizen eXperience solution was implemented in 70 AMS offices across Austria. This solution includes equipping the locations with modern 27-inch kiosk systems and call monitors. This technology enables more efficient handling of customer processes and significantly improves interaction between customers and employees.
3. Goals achieved

By implementing Smart Citizen eXperience, the AMS has been able to use its human resources more efficiently and offer numerous new services that were previously not possible. The working environment has improved significantly for employees, as customer satisfaction has increased - shorter and fairer waiting times and better information for customers contribute to this.

A major advantage for spontaneous customers is that they can see their advisor in person on the same day. This ensures that they are perceived as people and receive quick, direct support. For young people and young adults in Vienna in particular, this means that they can take advantage of a wide range of services and offers from both the AMS and the City of Vienna.

Automatic allocation to the right department has significantly optimized processes, ensuring that people's concerns are at the forefront and administrative processes remain in the background. This is crucial to ensuring that customers receive exactly what they come to the AMS for.

All at a glance

Wien Displays

Overview of the use of Smart CJM Customer eXperience at AMS in Austria

1
Challenges
  • Increase customer and employee satisfaction
  • Reduction & optimization Reduce or optimize waiting times.
  • U25 Vienna: Complex building with 350 individual offices on five floors and 25 waiting areas
  • U25 Vienna: Integration of two separate organizations in one solution
  • Implementation and rollout throughout Austria (70 AMS offices)
2
Solution

After analyzing the requirements and in intensive dialog with the BRZ, the following solutions were implemented:

  • Smart Customer eXperience
  • Smart 27 “ Kiosk systems
  • Smart call systems
3
Advantages
  • Successful integration of two separate organizations in one solution
  • Significant increase in efficiency
  • Increase in employee satisfaction
  • Increased customer satisfaction
  • Perfect employee planning through reporting & analysis tools
  • Modular system
  • Check-in via e-card (customers can be clearly assigned via social security number)
  • System checks whether the appointments are current or spontaneous visits or new
Increased efficiency and greater customer and employee satisfaction

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