Harnessing staff ideas for improving efficiency and quality: CAF-based self-assessments in Hessen in Germany

Further analysis of the assessments showed that staff were not sufficiently aware of the activities of managers and that the objectives of the planned changes had not been communicated properly. As a result each of the eight service units organised 'Futures Workshops' which were used by the President and Vice-President as a platform to explain the new strategy of the Agency and what the changes would entail for staff. 

Interestingly, most staff still are still very committed to engaging in CAF-based self-assessments. The CAF managers of all eight service units are sure there will be a sufficient pool of volunteers to undertake another assessment in 2013.

Of course, the assessments also create staff expectations that things will change for the better. If managers do not take the suggestions of staff seriously, staff will become uncommitted to the change process and lose interest. However, if staff see that their suggestions make a difference, they are likely to become more engaged in the change process. This is why we stamp each staff suggestion 'Resulted From CAF'  and then we report this when the changes are made, so that the link between staff suggestions and resulting changes becomes evident. 

There are now many agencies in Hessen but even outside Hessen wanting to know more about the knowledge management system which resulted from the self-assessment in 2011.