This Government department was operating reasonably well but employee morale was low, staff turnover was high and employees were not always managing customer complaints well. The CEO believed that the employees needed to be fully engaged in identifying the sources of these problems and the solutions to them. He called us in to work with the employees and put the questions to them. We undertook employee engagement sessions that challenged them to identify the root causes of the problems and determine possible solutions to increase employee morale, staff retention and customer satisfaction. We then took these suggestions to the management team with a recommendation that they create employee groups to be responsible to implement the recommendations. The result was extremely positive and far more successful than management expected because employees had never been engaged in problem solving before and the impact it had on them was tremendous. Employee morale exploded.