JC t.a.h

Together, we’re shaping the job centre of tomorrow

Challenge

Jobcenter team.arbeit.hamburg performs an important social security task for Hamburg residents who receive citizens’ benefits.
Therefore, it is important for us to provide information and counselling in a citizen-oriented and competent manner. Our aim is to get people into work – to create opportunities and prospects. As the largest job centre in Germany, we are represented throughout the entire city of Hamburg.
“Our main concern is to provide comprehensive and needs-based support to people in need in Hamburg. To do this, we need clear processes and standards as well as a highly motivated and qualified team. Based on The EFQM Model, we have taken an intensive, structured and critical look at current issues and upcoming challenges in order to further improve our services and to make our organisation fit for the future.“
Dirk Heyden, Executive Director

Solution

Since 2018, a continuous and systematic quality assurance and improvement process has become of great importance.
Milestones:

2018 Launch of EFQM and training of 50 colleagues as assessors and the start of self-assessment

2020 External EFQM validation: Committed to excellence

2022 Recognised for Excellence-Assessment

2025 Recognised by EFQM-Assessment

Jobcenter team.arbeit.hamburg uses The EFQM Model to adapt the organisation to future conditions (such as demographic developments, digitalisation, migration) and to create sustainable benefits for society. The aim is to continuously develop the organisation as a learning unit. The focus is on the benefits for customers and the interests of network partners and employees.

The potential for improvement, e.g., identified by the external assessors, is prioritised by management and passed on to the relevant departments for implementation, followed up on in exchange formats.