Sharing Knowledge in Public Service Networks: a Case Study of Employment Services

Public services require efficiency and quick responsiveness. An effective management of knowledge and knowledge exchanges is vital. This paper addresses this issue by analysing the case of employment services, which have been subjected to profound reforms in the last years with the aim of providing services that fit the needs of local companies and workers. This is why today labour markets are often managed at local or regional levels, and are populated by wide networks of public and private intermediaries that try to match companies and workers locally. However, these networks require effective management of knowledge exchanges between players, efficient coordination mechanisms, and appropriate use of IT. The paper analyses the processes of knowledge exchange and sharing that characterises a significant case of networked public employment services: the Province of Vicenza, located in Northeastern Italy. The study is based on direct interviews with main actors, on the analysis of support systems and services (e.g. databases, portals), and of available documents. The players in the employment system are identified, and their structure, functions, resources and management approaches are examined. Particularly, the processes of interaction and knowledge sharing between players are analysed, and the web of knowledge exchanges mapped. The related issues of coordination and knowledge management are also investigated. The findings can help public policy makers and private company managers to set appropriate policies for employment services.