Aim of the project is the advancement of the analysing tool BAGAB, which was developed in Project FP-0283 "Development of a method for exposure assessment of service tasks including customer contact and work-related psycosociel stress to derive improvement measures":
The BAGA-B (Beobachtungsinterview zur Ableitung von Gestaltungsmöglichkeiten für die Arbeit mit Bürgerkontakt) is a tool for an objective workplace psychological risk assessment of administrative jobs with customer interaction, such as in public administration.
The BAGA-B meets international standards (e.g. ISO 10075-2, ISO 6385). It is a well-founded, practicable, and scientifically validated method. It allows practitioners as well as non-psychologists, based on the evaluation of the current situation to date specific opportunities for improvement (see also project FP 283).
The project at issue investigated BAGA-B's applicability in all states and regions of Germany as well as for the psychological risk assessment in other industry branches with client-contact. It was confirmed that the BAGA-B is generally applicable in East and West German states and regions. However, for a workplace psychological risk assessment in the financial and insurance industry, the BAGA-B needs to be modified to cover all important psychological risks of the workplaces. As a result of the given project, a first version of the tool BAGA-K (Beobachtungsinterview zur Ableitung von Gestaltungsmöglichkeiten für die Arbeit mit Kundenkontakt) was presented.
The following tools were developed and successfully tested delivering practitioner’s assistance:
servicesType of hazard:
mental stress factorsCatchwords:
mental strain/stressDescription, key words:
working process, customer contact, service sector