The current institutional framework of the Public Employment Service (hereafter “PES”) in Kosovo was re-established in 2001, as part of the Ministry of Labour. Under the direct supervision of the Ministry of Labour, or more specifically, the department for Labour and Employment, 7 Regional (Public) Employment Centres, 23 Municipal Employment Offices, and 8 Vocational Training Centres were formed to provide several functions to jobseekers, including the registration of jobseekers, job search assistance, counselling, and the implementation of various active labour market programmes (ALMPs). Recently many reforms have been undertaken in PES in Kosovo to modernize its services in line with the requirements of a clientoriented employment service. Employment services in Kosovo have undertaken changes in their functions and tools. The functions of the counsellors have been changed and a new service delivery model was developed for PES that enables the unemployed to interact with only one counsellor, whether it is regarding counselling, training, or placement services. In addition, PES software and hardware systems have been upgraded to allow: a) the unemployment registry to be updated, b) matching services to be offered, and c) software systems to be integrated between employment offices and centres for social work. The PES, as a result, is the focus of considerable attention toward dealing with jobseekers more effectively and improving both the service provision to the unemployed and to enterprise. High unemployment rates and difficult labour market conditions also places an additional pressure on them to perform better. Finally, new labour market agents are emerging in the job matching market. If the PES is to continue to be an important player in the labour market and be able to compete effectively with other agents, it has to adapt its services to handle new kinds of employment situations. For all these reasons, PES is being asked to review their service models, organizational structures, the tools they used for servicing their customers in order to play an more active role and contribute better to meeting the national targets of increasing employment and reducing the unemployment rate. The purpose of the present study is to gather and analyse comparable information for Kosovo and for two regional and two EU countries on how PES are organised, who they service, and what tools they use for serving their customers. MLSW has initiated a drafting process of the Sectoral Strategy on Employment, Social Inclusion and Welfare for the period 2014-2020 which is expected to be finished by end of this year. In this process, MLSW will discuss the effectiveness of its policies and functions. Therefore, this report and the comparison of data permits the targeted identification of good practice in other labour market administrations and in this way will feed directly into the process of strategy development. The goal of the report is not to create rankings through comparison, but create mutual learning processes. The information available on relevant issues is not always entirely comparable and requires complex contextualisation to facilitate any cross-country benchmarking. For this reason, the study will make a first attempt to exploit the information collected, to identify similarities and differences in the approach of PES and in this way allow organisations to learn from one another.