What do you get when a local government manager asks front-line employees to improve their own processes and workflow? In most cases, managers see increased employee engagement, improved efficiency, and a savings of time and money.

In a recent ICMA webinar, Lean Government expert Harry Kenworthy presented an innovative approach to cutting costs and eliminating waste by engaging the people actually performing various processes and eliciting their recommendations for improving workflow.   

Kenworthy explained how the process works. Front-line employees collect data on the processes that they touch and report on the number of errors, number of complaints, etc. Then, they chart out the results so that they see which processes have the highest rate of errors, complaints, or whatever else is being measured. Once they have collected and reported on the data, the employees then troubleshoot solutions for improving the numbers.

The result of this transfer of ownership from manager to front-line employees increases employee engagement and creates a group that owns the solution.

Here's more information on Lean Government and how to eliminate waste through employee engagement.