Economic Report

Economic Report
2014 Edition
(Based on data of 2012/2013)
Table of CONTENTS
Introduction
The private employment services industry
26 2
Agency work as leading indicator of the economy
4
The key facts and figures
6 The private employment services market in 2012/2013
20
2 / Ciett / 2014 Economic Report
32 4
About Ciett
About The Way to Work
Ciett National Federation Members
The profiles of agency workers and their assignments
44
52 Satisfaction and motivation of agency workers
54
56
5
Glossary of used terms, acronyms and country codes
58
2014 Economic Report / Ciett / 3
INTRODUCTION
Dear reader, It is our pleasure to present you with the 2014 annual Ciett economic report. This report will provide you with a comprehensive overview of the agency work industry around the world. It combines some key data that was available from 2013 with more in depth data from 2012. As the International Confederation of Private Employment Services, Ciett represents a sector that is today the Way to Work for more than 36 million workers around the world. Since its establishment in 1967 Ciett has been providing data about the industry, while this is the 7th economic report. The picture that emerges over the years is one of a robust industry that clearly relates to market volatility. Even so much so, that agency work is considered to be a leading economic indicator. Considering this, it is promising that the US Staffing Employment Index is at its highest point in the past five years, just as the number of agency workers in Japan, while the European Agency Work Business Indicator has also started an upward trajectory. Together these three markets represent 82% of the worldwide market. These cautious signs of economic recovery are welcome news not only for our industry, but also for millions of workers and jobseekers around the world. Agency work has proven to be a strong enabler of labour market transitions from unemployment into work, and from temporary work into long lasting careers. Linked to this, Ciett and its members presented in 2011 the Way to Work A job for every person and a person for every job. The Way to Work consists of 5 global pledges by the private employment services around the world, over the course of five years (2011-2016) to:
Support 280 MILLION PEOPLE in their job life Help 75 MILLION YOUNG PEOPLE enter the labour market UP-SKILL 65 MILLION PEOPLE, giving them more work choices Create 18 MILLION MORE JOBS SERVE 13 MILLION COMPANIES with the right talents to succeed
You can read more about the Way to Work and our pledges on pages 54-55. We hope you enjoy this report in its entirety, but with befitting pride, we would like to draw your special attention to chapter5, digging into satisfaction and motivation of agency workers. After all, what is more rewarding to see than that on average 80% of workers would recommend agency work to their familiy and friends? Sincerely, Fred van Haasteren, Ciett President Annemarie Muntz, Eurociett President Denis Pennel, Ciett & Eurociett Managing Director
&
KEY FACTS FIGURES
in agency work worldwide
MILLION WORKERS
36
million jobs
In full-time equivalent
11.5
2012
AGENCY WORK in
For more information, see chapter 1
299.3 Bn
US
28.9%
GLOBAL ANNUAL SALES REVENUE
JP
16.6%
EUR
36.5%
SHARE OF GLOBAL MARKET
137,300 203,500 624,500

PENETRATION RATES
Agencies Branches Internal Staff

80
%
would RECOMMEND AGENCY WORK to family or friends
(avg. over 6 countries surveyed)
2.0%
USA
1.4%
JAPAN
1.6%
EUROPE
For more information, see chapter 1 For more information, see chapter 5
THE PRIVATE EMPLOYMENT SERVICES MARKET
developments in 2012/2013
This chapter combines some recent (2013) figures with more in depth data over the year 2012. This combination shows that just as the global economy, the private employment services industry has been through some rough times, but that IN 2013, THE BIGGEST MARKETS THE USA, EUROPE AND JAPAN ALL SHOWED CAUTIOUS SIGNS OF RECOVERY.
Y-O-Y GROWTH
PENETRATION RATES
EUR US JP 1.4% 6.9% 26%

November 2013 November 2013 Q3 2013
US EUR JP 2.0% 1.6% 1.4%
THE PRIVATE EMPLOYMENT SERVICES MARKET DEVELOPMENTS IN 2012/2013
6.9 growth
USA: US Staffing Employment Index (Set at 100 on 6/12/2006)
110 105 100 95 90 85 80 75 70 65 60
July 2006 Oct. 2006 April 2007 July 2007 Oct. 2007 April 2008 July 2008 Oct. 2008 April 2009 July 2009 Oct. 2009 April 2010 July 2010 Oct. 2010 April 2011 July 2011 Oct. 2011
% Y-O-Y
IN NOVEMBER 2013
USA market grows in 2013

The US Staffing Employment Index was set at 100 in 2006. The agency work sector reached 102 in November of 2013, which is its highest position in six years. Exactly 12 months before that, the index stood at 95. Staffing had grown 6.9% y-o-y in November 2013. The index has not yet reached the same level as before the 2008 crisis though. Employing on average over 2.9 million agency workers each business day in 2012, the USA remains the single biggest market for agency work around the world.
April 2012
July 2012
Oct. 2012
April 2013
July 2013
Jan. 2006
Jan. 2007
Jan. 2008
Jan. 2009
Jan. 2010
Jan. 2011
Source: American Staffing Association
Jan. 2012
Oct. 2013
1.4
European average
% Y-O-Y growth
IN NOVEMBER 2013
European Agency Work Business Indicator: Evolution of hours worked, year-on-year change
European market shows cautious upward trend in 2013

In Europe, the monthly Agency Work Business Indicator, showing the year on year growth in the number of hours worked in a range of European countries, shows an upward trend. In October 2013 the first positive growth since December 2011 was recorded at 0.6%; in November this accelerated to 1.4% growth.
60%
PL 19.3%
40%
DK 14.0% IT 9.0%
20%
BE 4.8% NL 1.0% FR 1.5%
0%
CH -0.7% DE -6.7%
-20%
NO -7.0%
-40%
April 2008 July 2008 Oct. 2008 April 2009 July 2009 Oct. 2009 April 2010 July 2010 Oct. 2010 April 2011 July 2011 Oct. 2011 April 2012 July 2012 Oct. 2012 April 2013 July 2013 Jan. 2007 Jan. 2008 Jan. 2009 Jan. 2010 Jan. 2011 Jan. 2012 Oct. 2013
Source: Ciett national federations
26
Japan: Number of agency workers x 1000 (FTE)
160 140 120 100 80 60 40 20 0
% Y-O-Y growth
IN Q3 2013
In 2013 Japanese market hits record high since 2008

The absolute number of agency workers in Japan has reached 1.1mln in Q3 of 2013, a growth of 26% compared to Q3 2012. Q1 of 2013 showed a record high with 1.24mln since Q4 of 2008. The downturn between 2008 and 2013 was caused by the economic crisis as well as restrictive regulation on the use of dispatched (agency) workers. Based on the number of agency workers (in 2012), Japan is the fifth market in the world. By turnover however, Japan ranks second with 17% of total annual sales revenue.
Please note that for comparison an index (USA), year on year growth (European Agency Work Business Indicator) and absolute numbers (Japan) are three different indicators, which cannot be compared one on one.
The Japanese ministry of Health, Labor and Welfare provides alternative figures to the Japanese ministry of Public Management, Home Affairs, Post and Telecommunications. The latest available figures there are for 2011: 1,321,892 (FTE). 12 / Ciett / 2014 Economic Report
Jan. 2002 April 2002 July 2002 Oct. 2002 Jan. 2002 April 2003 July 2003 Oct. 2003 Jan. 2003 April 2004 July 2004 Oct. 2004 Jan. 2004 April 2005 July 2005 Oct. 2005 Jan. 2005 April 2006 July 2006 Oct. 2006 Jan. 2006 April 2007 July 2007 Oct. 2007 Jan. 2007 April 2008 July 2008 Oct. 2008 Jan. 2008 April 2009 July 2009 Oct. 2009 Jan. 2009 April 2010 July 2010 Oct. 2010 Jan. 2010 April 2011 July 2011 Oct. 2011 Jan. 2011 April 2012 July 2012 Oct. 2012 Jan. 2012 April 2013 July 2013 Oct. 2013 Source: Japan Ministry of Public Management, Home Affairs, Posts and Telecommunications
US
2,5%
2.0%
EUR JP
1.6%
1.4%
Agency work penetration rate in key markets 1996-2012
Penetration rate developing differently across regions

The penetration rate is the amount of agency workers as a share of the total working population. In different regions, different trends can be observed. This is due to economic reasons as well as regulatory influences. Since 1996 penetration rates in these three key markets have been converging to a certain extent. In 2008 all markets experienced a significant decrease due to the economic crisis. The market in the USA has so far seen the best recovery among the three.
European average excludes Russia. If included, average would be 1.2% Historic series European average was revised
US 2.0%
2,0%
EUR 1.6%
1,5%
JP 1.4%
1,0%
0,5%
0,0%
1996 1997 1998 1999 2000 2001 2002 2003 2004 2205 2006 2007 2008 2009 2010 2011 2012
Source: Ciett national federations; ILO - ILOSTAT Database, 2013.
36
World: Total number of individuals employed
425,000
million workers
Almost 36 million people worked in agency work in 2012

The total number of agency workers in 2012 is significantly lower than in 2011 (1). With 11.5 mln workers, the USA employs the largest number of people in 2012. Brazil is still second, as in 2011, but with less than 60% of the amount of workers it employed in 2011. South America and Europe both represent around 23% of the total amount of workers. The Asia/Pacific region employs another 10%.
(1) Based on 43 countries (2) Number of workers for China was not included due to a lack of reliable and comparable data. Estimates for China are around 27 million workers (Source: Staffing Industry Analysts). (3) UK calculates total number of agency workers on a given moment. (4) Bulgaria: FTE's. (5) 2011. (6) 2010
CA (6)
11,500,000
8,246,000
303,700
RU (5) EUR
462,400
US
KR (5) CN (2)
1,644,300 595,600 7,104,000
2,504,200
JP
MX
374,000
CO BR
2,210,900 436,000
PE (5)
9,600
CL(5) UY (5) AR
85,300 71,400
ZA
AU
100,000
NZ
100,000 99,900
FI
5,000 135,100
NO SE
93,400 1,300
Europe: Total number of individuals employed

303,700
(1) U K calculates total number of agency workers on a given moment. (2) B ulgaria: FTE's. (3) 2011.
EE
LV
RU (3)
7,700
767,100 70,000 1,128,500
DK (3)
877,600 509,300 190,000
LT (3)
NL(3) IE UK
(1)
352,000
BE
18,570
DE
PL
49,700 101,500
CZ
324,400 297,200
LU
2,000,000
FR
CH
AT (3) 211,200 SK SI (3)
HU RO
220,000
(3)
49,000 410,600 470,000
10,000
BG (2) MK(3)
12,000
352,000
PT (3)
ES
IT
GR
35%
EUROPE 4.1 MILLION
20%
ASIA/PACIFIC 1.8 MILLION
25%
NORTH AMERICA 3.0 MILLION
10%
AFRICA 1.2 MILLION
Agency workers filled 11.5 million full-time jobs in 2012

In 2012, around the world 11.5 million workers were employed daily as an agency worker (1). That is a slight decrease from 2011 (12.4 million). Considering the bigger decrease in the total amount of workers, this means that on average, the number of hours for each agency worker has increased.
(1) Based on 46 countries (2) Russia is part of European total (3) Germany: total number of individuals (4) UK calculates total number of agency workers at a given moment. (5) 2011.
World: Daily average number of agency workers (FTE)
99,000
92,300
CA (5) US
2,910,000
RU (2)
106,600
900,000
KR (5) JP
137,000 514,200
MX CO (5) PE (5)
85,000 2,200 592,000 1,220,200
500,000
IN
BR ZA AU UY(5)
16,200
327,000
CL AR (5)
7,800
69,100
NZ
10%
SOUTH AMERICA 1.4 MILLION
% 100 10%
WORLD 11.5 MILLION
29,000 25,000
FI (4)
4,000
NO
61,100 1,128,500 14,700
Europe: Daily average number of agency workers (FTE)

92,300
(1) Russia is part of European total (2) Germany: total number of individuals (3) U K calculates total number of agency workers at a given moment. (4) 2011.
SE
EE
300
LV
RU (1)
2,000
UK (3)
227,000
DK
873,400
159,600 LT
NL IE
26,000 525,100 84,800
PL DE (2)
45,000
BE
5,700
LU FR CH
73,300
CZ AT
78,400
18,500 68,000
SK (4) SI
(4)
HU (4)
16,200
48,000
RO HR
10,000 49,000
4,300 80,000 78,800 207,000
IT MK (4)
6,900
BG
20,000
PT (4) ES
GR
TR
0.9
% world
AVERAGE PENETRATION RATE
Many markets relatively stable

Penetration rates are quite stable in most markets around the world. South Africa is a big exception, with a growth from 7.7% to 9.2%. Most other markets show either only minimal growth or a decline in penetration rate in 2012. Most notably, penetration rates have gone down in Brazil and in Europe. The global average has gone down from 1.0% to 0.9% (1).
(1) Based on 46 countries. Global average excludes China due to lack of reliable data. Including China, average would be 2.0%. (2) European average excludes Russia. If included, average would be 1.2%. Historic series European average was revised (3) China estimate Staffing Industry Analysts
World: Agency work penetration rate, 2005-2012
0.6%
CANADA
0.1% 1.6
%
RUSSIA
1.4% 11.9%
0.4%
JAPAN SOUTH KOREA
2.0%
EUROPE (2) USA
0.3%
2.9%
0.1
MEXICO
INDIA
COLOMBIA
0.6%
BRAZIL
CHINA (3)
2.9%
0.6%
PERU
9.2%
AUSTRALIA
0.5% 1.0%
2005 2007 2009 2010 2011 2012 18 / Ciett / 2014 Economic Report
0.5%
ARGENTINA
CHILE
URUGUAY SOUTH AFRICA
0.4%
NEW ZEALAND
1.6
% Europe
AVERAGE PENETRATION RATE

SWEDEN
1.3%
FINLAND
1.2%
1.0%
NORWAY
Europe: Agency work penetration rate, 2005-2012

ESTONIA
3.8% 2.7 1.4%

IRELAND UK NETHERLANDS GERMANY %
0.5
DENMARK
0.6 2.2%
POLAND
% LATVIA
0.03% 0.1%
RUSSIA
0.2% 1.0 0.9%

CZECH REP. %
LITHUANIA
2005 2007 2009 2010 2011 2012
1.9%
BELGIUM
2.4%
LUXEMBOURG
1.9%
0.8%
SLOVAKIA
2.0%
FRANCE SWITZERLAND
AUSTRIA
0.5%
HUNGARY CROATIA
1.8%
0.2%
ROMANIA
SLOVENIA
1.7%
1.7 0.5
%
0.3% 0.9%
ITALY
0.8%
0.3%
BULGARIA
MACEDONIA
0.2%
GREECE
0.1%
TURKEY
PORTUGAL
SPAIN
AGENCY WORK AS A LEADING INDICATOR of the economy
In times of economic recovery, available work is often first turned into jobs by agency work. THIS IS WHY AGENCY WORK IS A LEADING ECONOMIC INDICATOR: a rise in GDP will more or less coincide with a rise in the number of hours worked by agency workers. Total employment levels will often pick up and follow the same trend only after several months. The following graphs also show that agency work is a catalyst rather than substitute of job growth.
PRIVATE EMPLOYMENT SERVICES HAVE DEVELOPED AS PART OF THE SOLUTION TO MEET AN INCREASED VOLATILITY IN LABOUR DEMAND AND TO SUPPORT ORGANISATIONS IN ADAPTING TO THE IMPACT THAT EACH CYCLE HAS ON THEIR EMPLOYMENT LEVELS.
European Commission European Social Situation Quarterly Review, March 2012
AGENCY WORK AS A LEADING INDICATOR OF THE ECONOMY
Agency work returns to positive growth as unemployment growth slows down

In Q3 2013, EU unemployment levels rose by 4.9% compared with the same period in 2012. This means a slowdown in the negative trend. In the meantime, the growth of hours worked by agency workers is nearing zero, which is an improvement from previous periods. This data continues to display an inverse relationship between unemployment levels in the EU and the amount of agency work being carried out. Recent months have displayed negative growth, while at the same time, year on year unemployment levels have risen. In other words, a rising number of agency work hours generally occurs when unemployment goes down. 40% 30% 20% 10% 0% -10% -20% 30% -40%
Europe: Evolution of number of hours worked by agency workers versus average EU 28 unemployment change (year on year)
EVOLUTION OF AW HOURS WORKED - EUROPE Y-O-Y CHANGE IN UNEMPLOYMENT (EU 28)
April 2008
July 2008
Oct. 2008
April 2009
July 2009
Oct. 2009
April 2010
July 2010
Oct. 2010
April 2011
July 2011
Oct. 2011
April 2012
July 2012
Oct. 2012
April 2013
July 2013
Jan. 2008
Jan. 2009
Jan. 2010
Jan. 2011
Jan. 2012
Source: Ciett national federations; Eurostat
Jan. 2013
Oct. 2013
USA: Total employment versus agency work, in thousands

AGENCY WORK TOTAL NONFARM EMPLOYMENT
USA: Agency work precedes general employment trend

The agency work industry will usually respond quicker to economic trends both positive and negative - than general employment. For example, in the 2009 recession, agency work started growing again in September, which was about 6 months before general employment. The flexibility that agency work offers gives businesses an opportunity to turn newly available work into real jobs. This also means that agency work can be considered a leading economic indicator.
The US Bureau of Labor Statistics uses the term "Temporary help services" rather than agency work.
3,000
150,000
2,500
2,000
120,000
1,500
Recessions (shaded periods)
1,000
1991 1993 1995 1997 1999 2001 2003 2205 2007 2009 2011 2013
90,000
Source: U.S. Bureau of Labor Statistics
AGENCY WORK AS A LEADING INDICATOR OF THE ECONOMY
Europe: agency work mirrors economic growth

In Q3 of 2013, agency work in Europe declined by 0.5%, which was the best result since 2011. Coincidentally, GDP development in Europe also saw its best result since 2013, with 0.3% growth. These figures show a continuing pattern between the year on year growth rate of EU 28 GDP and the evolution of the number of hours worked by agency workers in Europe. This reflects that agency work is not a substitute companies use in bad times, but a useful service that will be used more if the economy prospers.
Europe: evolution of number of hours worked by agency workers (year-on-year) versus evolution of GDP volume EU28
EVOLUTION OF AW HOURS WORKED - EUROPE EVOLUTION OF GDP VOLUME - EU28
6% 4% 2% 0 -2% -4% -6%

April 2008 July 2008 Oct. 2008 April 2009 July 2009 Oct. 2009 April 2010 July 2010 Oct. 2010 April 2011 July 2011 Oct. 2011 April 2012 July 2012 Oct. 2012 April 2013 July 2013 Jan. 2008 Jan. 2009 Jan. 2010 Jan. 2011 Jan. 2012 Jan. 2013 Oct. 2013
30% 20% 10% 0% -10% -20% -30%
Source: Ciett national federations; Eurostat
USA: Evolution of agency work compared to GDP and total employment

AGENCY WORK GROSS DOMESTIC PRODUCT NONFARM EMPLOYMENT
Agency work is a leading economic indicator

The agency work industry is considered to be hyper-cyclical, meaning that it follows the same trends as employment and GDP, while troughs are deeper and peaks are higher. Since changes in the amount of agency work usually occur simultaneously with changes in GDP and before changes in general employment, agency work is an important indicator of what the nearby future will bring.
40% 30% 20% 10%
0%
-10%
Recessions (shaded periods)
-20% -30%
1978 1980 1982 1984 1986 1988 1990 1992 1994 1996 1998 2000 2002 2004 2006 2008 2010 2012
Source: National Bureau of Economic Research, U.S. Bureau of Economic Analysis and U.S. Bureau of Labor Statistics
THE Private Employment services INDUSTRY
Private employment services offer their broad range of services around the world. Although activities may differ according to local situations, people are always at the core of their work. Therefore, it is of utmost importance for agencies to have dedicated and EXPERT STAFF AT THE LOCAL LEVEL, where they can be in touch with jobseekers as well as with the companies they serve.
137,300 203,500 624,500

agencies branches
internal staff
THE PRIVATE EMPLOYMENT SERVICE INDUSTRY
137,300
agencies
World: number of private employment agencies, branches and internal staff
203,500
branches
Private employment services operate a closeknit network around the world

In 2012, there were almost 137,300 private employment agencies around the world, which is about the same as in 2011. These had in total 203,500 local branches, where 624,500 internal staff were available to find a job for every person, and a person for every job. This means that private employment services have a very widespread network of labour market specialists covering many corners of the earth. Local branches ensure a deep knowledge of the local labour market, while there are many regional, national and international networks that help workers gain a broader perspective.
(1) 2011 (2) 2010 (3) 2009 (4) Only members represented (5) Source: Staffing Industry Analysts
750 2,000
CA
20 1,279
RU
17,000 50,000 120,000

US
1,813 (1) 1,983 (2) 9,000 (1) 49,000 (5)

CN KR JP
800 250 3,511

MX
170 214 (2) 2,560 (1)

(1)
595 221
CO PE
20,000 150,000
1,398 2,356 35,340

BR
194 112 (2) 3,142 (1)

(1)
CL AR
79 500 3,680
2,329 4,272 16,139

ZA AU
3,300 7,000 15,000
4,484
NZ
624,500
internal staff
700 900 2,298
NO FI
530 1,300 5,060 966 1,136

SE
500 2,500
(1)
Europe: number of private employment agencies, branches and internal staff

EE
210 4,000
IE UK
18,180 14,009 93,360 250 1,274 6,400
481(4) 5,845 34,000(1)

NL BE LU
DK
102 109 315
LV LT
60 70 170 32 40 159
6,694 11,218 55,000

DE
3,971 4,100(1)
PL
(1) 2011 (2) 2010 (3) 2009 (4) Only members represented (5) Staffing Industry Analysts
1,490 1,700 3,800 1,297 1,952(1) 400(2)

AT SI CZ
1,155 194(2)
SK
1,500 6,900 20,000

FR
45 75 309
867 3,877
HU HR
129(3) 66 655
RO
265(1) 750(2)
PT
355(3) 465(2)
IT
17 22 85
52 61 470(2)
BG
27(3)
MK
302 880
ES
97 2,669 11,000
10 11 155
GR
300 50 1,500
TR
THE PRIVATE EMPLOYMENT SERVICE INDUSTRY
Global annual sales revenue in 2012

Percentage of global annual sales revenue in 2012 BR IN CA IT NL AU
4 299.3 Bn
USA grows at the expense of Europe

The USA is still the biggest market in the world, with about 28.9% of total annual sales revenue. This is up from 23% last year. Europe now represents 36.5% of the world market, which is down from 41% last year. Canada was a growing market in 2012, while the market in Brazil severely shrunk, resulting in only 1.8% of the total annual sales revenue.
3.5%
CA
US
3.7% 10.5 6.1
28.9%
US
REST OF WORLD: 18.4%
UK NL DE % FR IT %
6.8% 1.9%
FR DE
16.6% 1.9%
JP IN
UK
1.8%
BR
JP
5.3%
AU
Top 10 firms sales revenue in 2013 billion of 4
Global annual sales revenue up since 2012

The total agency work sector was worth 1299.3 Bn in 2013, up from 1259 Bn in 2012. The top 10 firms took up about 27.5% of the total, the top 3 represented 17.9% of global annual sales revenue.
Ad
ec co ds ta d
Ra n
17.1
16.1
s gi Gr ou p
an
po
20.5
er
Al le
Pe op le
Ke lly
Ha
tH
2.9
2.8
Source: Largest Global Staffing Firms 2013, Staffing IndustryAnalysts
Te m
4.9
4.5
4.2
US
Ro
be r
2.0
ps ta f
7.4
cr
PL
Se rv
ui
ic
es
Re
al f f
ys
The Profiles of AGENCY WORKERS
People doing agency work have very diverse backgrounds. Often, the type of people doing agency work depends on the country, and the sector or the company looking for agency workers. However, it is clear that agency workers are relatively young. This is not surprising, since agency work is often seen as an important stepping stone onto the labour market. As such, AGENCY WORK SUPPORTS PEOPLE IN SEVERAL IMPORTANT TYPES OF TRANSITIONS IN THE LABOUR MARKET: from education to work, from unemployment to work, and from short term employment into longer lasting careers. The importance of smooth transitions is growing in a changing world of work. For companies, being able to efficiently adapt to changing workloads is the most important reason to use agency workers.
TODAY, ABOUT HALF OF THE GLOBAL WORKFORCE IS ENGAGED IN WAGED EMPLOYMENT, BUT MANY DO NOT WORK FULL TIME FOR A SINGLE EMPLOYER. THE SUPPOSEDLY ATYPICAL HAS BECOME TYPICAL; THE STANDARD HAS BECOME THE EXCEPTION.
Mr Guy Ryder, ILO Director General in his speech at the 2013 International Labour Conference on the future of work.
ON AVERAGE,
32
WERE EMPLOYED
before,
68%
after
61
AGENCY WORK
OF AGENCY WORKERS ARE
under 30
THE PROFILE OF AGENCY WORKERS AND THEIR ASSIGNMENTS
AVERAGE AGENCY WORKER
gender balance
54%
46%
Gender balance varies greatly, depending on types of use of agency work

Gender balance among agency workers depends on many aspects, such as the socio-economic fabric of society, and economic history or tradition. For example, in some countries agency work is mostly done by women who might drop out of the labour market once they start families (e.g. Japan), or by mothers who want to take care of their family and want a flexible work next to that. Typically, countries where agency workers are mostly employed in the services sector tend to have more female agency workers, while countries where agency work is used more in the construction or manufacturing sectors have more male agency workers.
Gender balance of agency workers
32 50 NO 50 50 SE 50 38 62 NL 70 28
DE
FI
FEMALE MALE
68 45 EE 55
36
LV
64
54 RU 46
52 UK 48
56 LT 44 30 48 PL 52
40 60 BE 48 US 52 72 42 MX 58 38 62 ES 28 72
LU
51 CZ 49 26 78
AT
FR
74
CH
22 41 HU 59 50 BG 50 43 GR 57
40 JP 60
55 IT 45
45 BR 55
72
AR
28
52 ZA 48
43 AU 57
45 NZ 55
61%
Under 30
WORLDWIDE
Age of agency workers
Agency workers tend to be young

In most countries, the majority of agency workers is under 30. Worldwide, on average 61%. South Africa, India and Finland are striking examples of this trend. South Africa has only 2% of workers over 30, India 18% and Finland 11%. On the other hand, some exceptions include Spain, Germany, Luxembourg, France, Japan and New Zealand. Typically, most of these countries with older agency workers have a well established agency work sector. In these countries, agency work is generally considered to be a good and viable alternative to other types of employment.
(1) Germany: Categories are: <20; 20-29; 30-39; 40-49; 50 (2) Poland: Categories are: <25; 25-50; >50 (3) Italy, Netherlands, Norway: bottom category is: <25.
FI NO(3) SE LV UK BE US FR BG MX ES IT
(3)
EE
45 31 - 45 26 - 30 21 - 25 21 NO DATA
NL(3)
DE(1) CZ LU CH
PL(2)
RO
CN
JP
IN
CO BR
GR
AR
ZA
NZ
Unemployed
35%
BEFORE
14%
AFTER
Employed
32%
BEFORE
68%
AFTER
Agency work helps unemployed find jobs and remain in employment

People who start doing agency work out of unemployment will often remain employed after their assignment. Germany, South Africa, Greece and Sweden are the strongest examples of this stepping stone function of agency work. In South Africa, 60% of people starting agency work were unemployed before, while only 8% of people return to unemployment. The industry has a strong track record in providing labour market transitions from unemployment to work, as well as from work to long term careers. Many examples, including Norway, Portugal and France show that the amount of agency workers who remain in employment after agency work is far higher than those who were employed before agency work. So agency work is not only a short time solution, but provides a stepping stone into long term employment.
Employed / unemployed before & after agency work

% of agency workers that are employed (either with a temp, fixed-term or open-ended contracts) before and 12 months after temping 80%
67 65 56 49 36 20 8 21 81 73 59 51 33 18 61 44 43 77 69 71
60% 40% 20% 0% FR 0% 20%

26 25 38 56
NO
DE
BR
CZ
CH
NL
8
ZA
8
GR
6
SE
5
BE
LU
PT
17
19
15 27
15 26
14
12
40% 60%
34
33
42
60
BEFORE AFTER
% of agency workers that are officially registered as unemployed before and 12 months after temping
27%
COMPLETED HIGHER EDUCATION
50%
COMPLETED SECONDARY EDUCATION
23%
DID NOT COMPLETE SECONDARY EDUCATION
Educational attainment level of workers high-to-low
Agency workers are medium to high educated

On average, 27% of agency workers completed higher education, which is more than the still significant group of 23% of agency workers without secondary education. This shows that agency work can play an important role in helping both low- and highskilled workers to get valuable experiences on the labour market.
19 3% 49% 29%
%
DE
28 4% 50% 18%
%
AG
5% 70% 25%
HU
7% 89% 4%
ZA
8% 42% 50%
CZ
10% 30% 60%
LU
15% 65% 20%
BR
15% 67% 18%
FI
ES
16% 39% 45% 19% 22% 59%
FR
19% 46% 35%
NL
19% 23% 46% 12%
RO
30% 60% 10%
EE
30% 40% 30%
NZ
32% 42% 26%
US
33% 59% 9%
RU
GR
37% 49% 14% 39% 43% 18%
MX
2% 45% 48% 5%
SE
50% 40% 10%
AU
50% 40% 10%
BG
52% 43% 5%
NO
54% 26% 20%
IN
HIGH [COMPLETED HIGHER EDUCATION] LOW [NOT COMPLETED SECONDARY EDUCATION]

MEDIUM [COMPLETED SECONDARY EDUCATION] UNKNOWN / OTHER
23%
HIGH SKILLED
42%
MEDIUM SKILLED
35%
LOW SKILLED
Agency workers are relatively evenly distributed in low, medium and high skilled jobs
On average, 42% of agency work requires medium skill levels. Low skilled work accounts for about 35%, high skilled work for 23%. The skill level required often has a relation to the sector where agency work mostly takes place. Luxembourg for example has a big share of agency work in the construction sector, and in Argentina many agency workers work in manufacturing, and both countries have a larger share of low skilled work.
Skill level required for temporary agency worker jobs
LU
1% 5% 94% 1% 12% 87%
HU
5% 40% 55%
AG
8% 40% 52%
ES
9% 86% 5%
ZA
10% 40% 50%
BR
17% 58% 25%
CZ
17% 6% 77%
LT
20% 50% 30%
EE
NO
20 60% 20%
%
1% 29% 31% 39%
RO
30 30% 40%
%
AU
32 49% 19%
%
SE
35 54% 11%
%
GR
40 40% 20%
%
NZ
43 41% 16%
%
MX
50 40% 10%
%
BG
HIGH [COMPLETED HIGHER EDUCATION] LOW [NOT COMPLETED SECONDARY EDUCATION]
MEDIUM [COMPLETED SECONDARY EDUCATION] UNKNOWN / OTHER
1-3 MONTHS
AVERAGE LENGTH OF AW
assignments
30%
<1 MONTH
29%
41%
>3 MONTHS
Average length of agency worker assignments

LONG-TERM [3 MONTHS]
70% of temporary agency work assignments are over 1 month

The length of individual assignments vary greatly accross countries, but on average, only 30% of assignments are under one month duration, while 41% is over three months. Naturally, an agency worker can do multiple consecutive assignments.
14
FI
MEDIUM-TERM [1-3 MONTHS] SHORT-TERM [1 MONTH]
70 19 28 44 UK 42 14 32 50 US 18 23 25 2 53
SE
30
70 79
EE 20 LV
9 12
10
NL
53 22
LU
97
20 20
CZ
FR
60
92 30 20
36
MX
41
ES
IT
73
50
47 GR
80 17
BG
18 45 RO 37 5 15
9 43 JP
42
36
25
BR
35 12 25 45 AU 30
40 9 66
ZA 22
52 AR 39
30
NZ 40
30
3%
AGRICULTURE SERVICES
38%
33%
MANUFACTURING
7%
PUBLIC ADMINISTRATION
9%
CONSTRUCTION
Most agency workers employed in services and manufacturing

In most countries, agency workers primarily work either in services (on average 38%) or manufacturing (33%). Both of these sectors have gained somewhat in importance since 2011.
In some countries, a large proportion of agency work is classified as other, relating to different data collection methodologies. This distorts the picture. (1) 2010
Agency worker employment by sector
NO
SE LV DK
EE
RU CZ AT HU RO BG
NL DE LU FR MX CO BR ZA
AGRICULTURE SERVICES MANUFACTURING PUBLIC ADMINISTRATION CONSTRUCTION OTHER
CH(1)
ES
IT GR
AR
AU
12%
1-9 10-49
16%
50-99
18%
100-499
28%
31%
500 EMPLOYEES Size of companies using agency work

1-9 EMPLOYEES 10-49 EMPLOYEES 50-99 EMPLOYEES 100-499 EMPLOYEES MORE THAN 500 EMPLOYEES
46% of agency workers are employed by companies with less than 100 employees
All kind of companies use agency workers. Approximately half of the agency workers work in companies that have over 100 employees. Companies with less then 10 employees hire approximately 12% of all agency workers. Differences between countries are significant here. While in Italy or Latvia small businesses are the biggest group of companies hiring agency workers, in Bulgaria, the Czech Republic or Romania the biggest group consists of companies larger than 500 employees. Both economic and regulatory factors explain the differences.
EE LV DE LU CZ RO BG GR
MX
ES
IT
BR
ZA AR
Companies cite flexibility and temporary demand as main reasons to use agency work
Although there are many factors that play a role in a companies decision to hire an agency worker, the most important reasons include the possibility to effectively deal with peaks in the work load, and replacing staff absent due to sickness, maternity leave etc. In research done in the USA, Germany, Sweden and the UK other regularly cited reasons are short term projects, often requiring specific skills, or as a way to test out potential new permanent workers. Another interesting factor is that staffing agencies provide workers in an easy and efficient way, resulting in lower costs and less bureaucracy.
Reasons for hiring agency workers

US PERCENTAGE OF BUSINESSES WITH 25+ EMPLOYEES THAT(1) CITE AS A MAIN REASON FOR HIRING AGENCY WORKERS:
Replace absent permanent staff (sick leave, maternity leave, ) Absorb activity fluctuation (seasonal, unexpected, economic cycle) Staff special short term projects Replace a regular job to test workers
DE
REASONS THAT ARE IMPORTANT TO VERY IMPORTANT FOR COMPANIES TO HIRE AGENCY WORKERS (2)
Flexibility; short notice adaptation of capacity Availability of workers Trying out workers Labour costs of hiring bureaucracy involved in hiring staff
80%
72%
68%
59%
84%
73%
43%
34%
21%
HOW IMPORTANT WOULD YOU SAY THAT AGENCY WORK IS FOR UK YOUR ORGANISATION? "IMPORTANT TO VERY IMPORTANT" (3)
Meeting peaks in demand 84% Managing uncertainty during economic downturn 59% Covering short term staff leave 82% Providing short term access to key strategic skills 64% Managing fast changing organisational requirements 42% Keep running costs down 61%
SE
WHICH OF THE FOLLOWING REASONS DID YOU HAVE FOR HIRING AGENCY WORKERS? (4)
To substitute absent or sick employees 51% Difficult to find any other way 33% 49% Company needed a special expertise 32% There was a rush A time-limited project requiring temporary staffing 37% It is easier and involves less administration than employing 30%
Company had temporary work peaks and it required extra staff 63% The size of the workforce should be rapidly adaptable 34%
Responding to growth
52%
Source: (1) American Staffing Association Client Survey, 2005, (2) Zeitarbeit in Deutschland Treiber fr Flexibilitt und Wachstum, IW Consult GmbH, 2011, (3) REC JobsOutlook 2013 aggregate data, (4) PERSONALINHYRNINGEN I SVERIGE, En studie av 600 arbetsgivares anlitande av bemanningsfretag 2012, Bemanningsfretagen (Swedish Staffing Association), 2012.
62
% OF AGENCY WORK JOBS would not HAVE BEEN

CREATED WITHOUT ACCESS TO AGENCY WORK
Alternatives to agency work
Agency work mostly not a substitute for permanent workers

In a study done by the Boston Consulting Group and Ciett, 74% of companies reported that they would not consider hiring permanent workers as an alternative to agency work. In 62% of the cases there would be no job creation as companies chose internal flexibility or not to do the work at all. This shows that private employment services, and agency work in particular, are an engine of job creation and economic growth. Agency work gives employers the opportunity to turn available work into jobs.
Hire permanent workers 26%
Internal flexibility solution 54% Other external flexibility solution 12%
NO JOB CREATION (62%)
NO SUBSTITUTION (74%)
Not do the work 8%
Source: Ciett & Boston Consulting Group 2011, Adapting to Change
Satisfaction & motivation of AGENCY WORKERS
Previous chapters have shown that agency work contributes to economic growth, helps to bring about labour market transitions, and provides an answer to business needs for adaptability. At the center of this all however, IS A PERSONS CHOICE TO WORK AS AN AGENCY WORKER. This chapter explores the reasons people have to make this choice, and if they are happy with their job as an agency worker. Research shows a large variety of reasons, but remarkable consistency in agency workers high job satisfaction.
80
OF WORKERS would
recommend
AGENCY WORK
83
OF WORKERS ARE SATISFIED TO very satisfied
SATISFACTION AND MOTIVATION OF AGENCY WORKERS
80%
OF WORKERS would recommend AGENCY WORK
80% of agency workers would recommend it to their families or friends

Research from a range of countries shows that agency workers are on average very satisfied with their work. On average, 83% of agency workers report that they are satisfied or very satisfied. This clearly shows that working through an agency is a conscious and deliberate choice for a vast majority of the workers.
Would you recommend Agency work to a family member or a friend?

YES NO OTHER
82%
93%
87%
64%
67%
88%
8
(2012)
7%
CO FI
13
17%
18%
12%
US
BE
(2013)
(2012)
(2012-13)
NO
(2011-12)
SE
(2006)
83
49% OF WORKERS ARE SATISFIED, 34% ARE very satisfied
Percentage of agency workers who are satisfied with their work
48% 53% 23
%
57% 49% 18 35%

FR (2013)
46%
CO (2013)
BE (2012)
FI (2012)
48% 30%
NO (2012/2013)
39% 42%
SE (2011/2012)
48% 42%
US (2006)
2014 Economic Report / Ciett / 47 SATISFIED VERY SATISFIED OTHER
SATISFACTION AND MOTIVATION OF AGENCY WORKERS
There are many reasons to choose agency work

Agency work can provide in a multitude of specific needs that an individual worker might have. For workers, it can provide flexibility both in hours, location and duration of employment, or it can provide them with access to the labour market that they might otherwise not have.
Top 3 reasons for choosing agency work

1 3 1 2 Financial reasons Agency work allowed me to find work quickly
Better than being unemployed
As a stepping stone to permanent work 1
(2012)
BE
Looking for different 3 professional experiences before settling for one
Couldnt find a permanent job 2

(2013)
1 3
It will lead to permanent employment
FR
1
To obtain experience/ training
2 Flexibility of schedule
(2006)
US
It is hard to get a direct contract
I want to use it to find a permanent job
This was the 2 only type of work I could find
(2013)
CO
Agency work is Being an agency 2 a good gateway to worker is easier than working life getting a different 3 Want to see kind of job different workplaces NO and gain all-round (2012-13) work experience 1 The agency offered an interesting assignment Work as agency worker is easier to get than other work I want to see 2 different work places and acquire different experiences
Otherwise I would be out of work 3 I can earn additional income
1 3
(2012)
FI
I can 2 choose the working hours and location
(2011-12)
Source: Ciett national federation members
SE
73%
20% ARE extremely satisfied, 53% ARE SATISFIED
The Netherlands: Agency worker satisfaction with the employment agency
11% 20% 16% 18% 19%
44% 49% 55% 57% 60% 51% 53%
31% 19% 19% 16% 12% 13% 11%
9% 8% 7% 6%
5% 4% 3% 3%
Information on legal or fiscal matters
Private employment agencies offer a professional service to businesses and workers

Private employment services are experts on the local labour market, and help workers not only find a position, but also employ them, deal with all sorts of administrative issues, and pay them for their work. It is the agency that has full responsibility for the employment relation with the worker, not the user company.
Speed and suitability of jobs offered
Information on the assignment/company (in advance)
Support in administrative formalities
6% 3% 5% 3% 6% 3%
Correctness of the contracts offered
28%
Contact with employment agency staff
27%
Payment by the employment agency
EXTREMELY SATISFIED SATISFIED NEUTRAL
UNSATISFIED
EXTREMELY UNSATISFIED
Source: Inflow Survey Facts & figures on temporary employees, ABU, 2009
ANNEXES
ABOUT CIETT
As the international confederation of private employment services, Ciett is the authoritative voice REPRESENTING THE INTERESTS OF THE AGENCY WORK INDUSTRY across the world. Founded in 1967, Ciett consists of 49 NATIONAL FEDERATIONS of private employment agencies and eight of the largest staffing companies worldwide: Adecco, GI Group, Kelly Services, ManpowerGroup, Randstad, Recruit, Trenkwalder and USG People.
Its members gather over 200,000 BRANCHES and employ more than 11.5 MILLION AGENCY WORKERS on a daily average (FTE). Its main objective is to help its members conduct their businesses in a LEGAL AND REGULATORY ENVIRONMENT that is positive and supportive.
Ciett is divided into SIX REGIONAL ORGANISATIONS: Africa/Near East, Northern Asia, Southern Asia, North America, South America [CLETT&A], and Europe [Eurociett].
ABOUT THE WAY TO WORK

The way to work; a job for every person, a person for every job is the unified vision for the global private
employment services industry. It reflects the industrys unique position in building better labour markets and providing work opportunities and hope to millions of people every day. QUALITY: The industry promotes ILO core conventions and decent work and calls for appropriate regulation to be adopted on private employment services. The industry works to raise self regulation and quality standards and is committed to fighting rogue and untrustworthy providers in order to get rid of abuses and illegal practices. INCLUSIVENESS: The industry is committed to engaging in constructive dialogue with all relevant stakeholders governments, trade unions, NGO, academics - to ensure every voice is heard. We are an open industry, willing to develop an inclusive society by increasing labour market participation and diversity. SERVING: As a professional services industry, we are driven by customer satisfaction, be it companies or individuals. We are here to support our customers in their diverse needs and expectations, helping them to adapt to change and to realise their ambitions. FREEDOM: We provide more work opportunities for more people, therefore increasing freedom of choice in the labour market. We give people the freedom to choose when, where and how they work.
Directing the WAY TO WORK being a labour market entry

point, encouraging transitions, enhancing people's skills
Offering a new WAY TO WORK providing labour
contractual diversity to meet work-life balance and individual constraints
Giving people a great WAY TO WORK delivering decent

and quality jobs
Helping people to organise the WAY TO WORK

matching skills and jobs better and faster The values of the private employment services. industry are centred around people, because work is an essential part of life and identity. These values demonstrate the industrys commitment to advancing people and businesses through work:
THE WAY TO WORK

A JOB FOR EVERY PERSON, A PERSON FOR EVERY JOB
The private employment services industry has the COLLECTIVE POWER TO BRING ABOUT POSITIVE CHANGE to labour markets and act as a bridge to social and economic progress. As such, in 2011, CIETTS MEMBERS HAVE MADE FIVE PLEDGES regarding their contribution over the next five years to individuals and companies in the labour market.
PEOPLE - QUALITY, FREEDOM, INCLUSIVENESS, SERVING SUPPORT 280 MILLION PEOPLE IN THEIR JOB LIFE HELP 75 MILLION YOUNG PEOPLE ENTER THE LABOUR MARKET UP-SKILL 65 MILLION PEOPLE, GIVING THEM WORK CHOICE CREATE 18 MILLION MORE JOBS SERVE 13 MILLION COMPANIES WITH THE RIGHT TALENTS TO SUCCEED
CIETT, THE VOICE OF LABOUR CHOICE
CIETT MEMBERS
AFRICA / NEAR EAST
Morocco South Africa Zambia
EUROPE
NORTHERN ASIA
China Japan South Korea
SOUTHERN ASIA
Australia India New Zealand Nepal Singapore Canada Mexico USA
NORTH AMERICA
Austria Belgium Bulgaria Czech Republic Denmark Estonia Finland France Germany Greece Hungary Ireland Italy Latvia Lithuania Luxembourg Macedonia Netherlands Norway Poland
Portugal Romania Russia Slovakia Slovenia Spain Sweden Switzerland Turkey UK
SOUTH AMERICA
Argentina Brazil Chile Colombia Per
&
GLOSSARY OF USED TERMS ACRONYMS

Temporary agency work
Both at international and EU level, agency work is legally defined and recognised. In ILO Convention on private employment agencies (C181, 1997) as well as in the EU Directive on temporary agency work (2008/104/EC), the threeparty relationship is precisely characterised: Services consisting of employing workers with a view to making them available to a third party, who may be a natural or legal person (usually referred to as a user company) which assigns their tasks and supervises the execution of these tasks
COUNTRY CODES (1)

ARGENTINA AUSTRALIA AUSTRIA BELGIUM BRAZIL BULGARIA CANADA CHILE CHINA COLOMBIA CZECH REPUBLIC DENMARK ESTONIA FINLAND FRANCE GERMANY GREECE HUNGARY INDIA IRELAND ITALY JAPAN LATVIA LITHUANIA LUXEMBOURG AR AU AT BE BR BG CA CL CN CO CZ DK EE FI FR DE GR HU IN IE IT JP LV LT LU
(1) The International Organisation for Standardisation ISO: the international standard for country codes ISO 3166
MACEDONIA MEXICO MOROCCO NEPAL NETHERLANDS NEW ZEALAND NORWAY PER POLAND PORTUGAL ROMANIA RUSSIA SINGAPORE SLOVAKIA SLOVENIA SOUTH AFRICA SOUTH KOREA SPAIN SWEDEN SWITZERLAND TURKEY UK USA ZAMBIA
MK MX MA NP NL NZ NO PE PL PT RO RU SG SK SI ZA KR ES SE CH TR UK US ZM
Private employment services (industry)
Agency work is usually one of several other HR services provided by recruitment and employment agencies, along with permanent recruitment, outplacement, training, executive search, skills assessments and more. The broad range of these services are called private employment services. The agency provides a professional service to a user company by taking over (a part of) the recruitment and HR process. In this sense, private employment services are comparable to other professional services such as accounting, security or cleaning.
Daily average number of agency workers (FTE) Penetration rate
Total number of hours worked by all agency workers in a country over a period of one year divided by the average number of hours worked over a period of one year by a worker with a full-time job with an open-ended contract
Daily average number of agency workers [in full-time equivalents] divided by the working population [as defined by the ILO as follows: Theemployedcomprise all persons of working age who during a specified brief period, such as one week or one day, were in the following categories: a) paid employment (whether at work or with a job but not at work); or b) self-employment (whether at work or with an enterprise but not at work).
Tour & Taxis building Avenue du Port 86c - Box 302 B 1000 - Brussels info@ciett.org www.ciett.org Follow us on @Ciett_waytowork
Design: www.inextremis.be MP 4679

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The private employment services industry

6 The private employment services market in 2012/2013

2 / Ciett / 2014 Economic Report

About The Way to Work

Ciett National Federation Members

The profiles of agency workers and their assignments

2014 Economic Report / Ciett / 3

4 / Ciett / 2014 Economic Report

2014 Economic Report / Ciett / 5

KEY FACTS FIGURES

in agency work worldwide

For more information, see chapter 1

GLOBAL ANNUAL SALES REVENUE

For more information, see chapter 3

SHARE OF GLOBAL MARKET

For more information, see chapter 3

137,300 203,500 624,500

Agencies Branches Internal Staff

2014 Economic Report / Ciett / 7

THE PRIVATE EMPLOYMENT SERVICES MARKET

8 / Ciett / 2014 Economic Report

EUR US JP 1.4% 6.9% 26%

US EUR JP 2.0% 1.6% 1.4%

2014 Economic Report / Ciett / 9

THE PRIVATE EMPLOYMENT SERVICES MARKET DEVELOPMENTS IN 2012/2013

USA market grows in 2013

10 / Ciett / 2014 Economic Report

Source: American Staffing Association

European market shows cautious upward trend in 2013

BE 4.8% NL 1.0% FR 1.5%

Source: Ciett national federations

2014 Economic Report / Ciett / 11

THE PRIVATE EMPLOYMENT SERVICES MARKET DEVELOPMENTS IN 2012/2013

In 2013 Japanese market hits record high since 2008

Agency work penetration rate in key markets 1996-2012

Penetration rate developing differently across regions

Source: Ciett national federations; ILO - ILOSTAT Database, 2013.

2014 Economic Report / Ciett / 13

THE PRIVATE EMPLOYMENT SERVICES MARKET DEVELOPMENTS IN 2012/2013

Almost 36 million people worked in agency work in 2012

14 / Ciett / 2014 Economic Report

Europe: Total number of individuals employed

767,100 70,000 1,128,500

AT (3) 211,200 SK SI (3)

49,000 410,600 470,000

2014 Economic Report / Ciett / 15

THE PRIVATE EMPLOYMENT SERVICES MARKET DEVELOPMENTS IN 2012/2013

Agency workers filled 11.5 million full-time jobs in 2012

World: Daily average number of agency workers (FTE)

Europe: Daily average number of agency workers (FTE)

4,300 80,000 78,800 207,000

Source: Ciett national federations

2014 Economic Report / Ciett / 17

THE PRIVATE EMPLOYMENT SERVICES MARKET DEVELOPMENTS IN 2012/2013

AVERAGE PENETRATION RATE

Many markets relatively stable

World: Agency work penetration rate, 2005-2012

URUGUAY SOUTH AFRICA

AVERAGE PENETRATION RATE

Europe: Agency work penetration rate, 2005-2012

3.8% 2.7 1.4%

0.2% 1.0 0.9%

2005 2007 2009 2010 2011 2012