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Service Delivery Core Review Report

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Service Delivery Core Review Report Upjohn Institute Technical Reports Upjohn Research home page 3-8-2002 Why Not the Best? Service Delivery Core Review Report H. Allan Hunt W.E. Upjohn Institute for Employment Research, [email protected] Follow this and additional works at: https://research.upjohn.org/up_technicalreports Part of the Workers' Compensation Law Commons Citation Hunt, H. Allan. 2002. "Why Not the Best? Service Delivery Core Review Report." Upjohn Institute Technical Report No. 02-017. Kalamazoo, MI: W.E. Upjohn Institute for Employment Research. https://doi.org/ 10.17848/tr02-017 This title is brought to you by the Upjohn Institute. For more information, please contact [email protected]. Why Not the Best? Service Delivery Core Review Report by H. Allan Hunt Prepared for the Ministry of Skills Development and Labour Government of British Columbia W.E. Upjohn Institute for Employment Research 300 South Westnedge Avenue Kalamazoo, MI 49007-4686 (616) 343-5541 voice (616) 343-3308 fax March 8, 2002 Table of Contents Section 1. Service Delivery Core Review–Methods and Assumptions..............................................1-1 Introduction ............................................................................................................1-2 Other Assets ............................................................................................................1-5 Comparative Standards ..........................................................................................................1-7 Consultation Process ............................................................................................................1-10 Conclusions about the Process...............................................................................................1-13 Section 2. Specific Responses to Terms of Reference .......................................................................2-1 Quality ............................................................................................................2-1 a. Is the WCB providing fair and timely services to workers and ....................2-1 employers in terms of decision-making about workers’ compensation and rehabilitation, occupational health and safety in the workplace, and employer classification and premium rates? Rehabilitation and Compensation Services ...................................................2-2 Vocational Rehabilitation..............................................................................2-9 Prevention Division .......................................................................................2-11 Assessments ...................................................................................................2-14 Appellate Delays............................................................................................2-17 b. Does the WCB communicate with its clients and stakeholders in a .............2-18 timely, responsive, and accurate manner? Is the response provided by the WCB appropriate given the nature of the question, problem, or concern? c. Is plain language used in all decisions, documents, and communications?..2-21 Are sufficient opportunities for face-to-face meetings and interaction provided? d. Do workers, employers, and the public have sufficient information and......2-23 awareness about the WCB to access its services efficiently and appropriately? e. Are processes for resolving complaints and disputes timely, fair, and .........2-25 effective? Are workers and employers adequately advised of their review and appeal rights? f. Does the WCB provide adequate training to staff in terms of client .............2-26 interaction and client service? Compensation Services..................................................................................2-26 Assessment.....................................................................................................2-28 Prevention......................................................................................................2-29 Efficiency ............................................................................................................2-30 a. Are current organisation and service delivery models the most efficient......2-30 available, and in keeping with best practices? Will current initiatives improve service delivery and meet the future needs of stakeholders? If not, what changes should be made to increase the level of efficiency while maintaining high levels of quality service? Administrative Costs......................................................................................2-30 Timeliness ......................................................................................................2-33 ii Current Initiatives ..........................................................................................2-33 b. Does the current system provide an adequate focus on delivery of core ......2-35 services? Can organizational complexity be reduced to deliver these core services in a more efficient manner? Compensation Services..................................................................................2-35 Prevention Division .......................................................................................2-36 Assessments ...................................................................................................2-37 Accountability ............................................................................................................2-37 a. Are current service performance measures and reporting mechanisms .......2-37 appropriate and effective? b. Are appropriate mechanisms in place to ensure service standards and key.2-39 performance indicators are tracked and met? Are appropriate benchmarks established and tracked? c. If not, what changes should be made to ensure the ongoing accountability .2-40 of the WCB for fair, responsive, and timely delivery of service to workers, employers and the public? Section 3. Recommendations ............................................................................................................3-1 Customer Service Attitude.....................................................................................................3-1 Staff Training and Accountability..........................................................................................3-3 Quality Assurance Program...................................................................................................3-6 Outcome Measures ............................................................................................................3-9 Vocational Rehabilitation......................................................................................................3-15 Consultation or Confrontation...............................................................................................3-16 Case Management Model.......................................................................................................3-17 Advisory Services ............................................................................................................3-18 Self-insurance, Self-administration........................................................................................3-19 Concluding Thoughts ............................................................................................................3-21 Appendix Table A-1 ............................................................................................................A-1 Table A-2 ............................................................................................................A-3 Table A-3 ............................................................................................................A-6 Terms of Reference ............................................................................................................TOR-1 References ............................................................................................................R-1 iii List of Figures 2.1 Overall Claimant Satisfaction with WCB Service.................................................................2-42 2.2 Overall Satisfaction ............................................................................................................2-43 2.3 Overall Service ............................................................................................................2-44 2.4 Fairness of WCB Policies & Procedure.................................................................................2-45 2.5 Short-Term Disability Timeliness & Income Continuity (Average Timeliness)...................2-46 2.6 Timeliness for Functional Awards.........................................................................................2-47 2.7 Timeliness for LOE Pensions ................................................................................................2-48 2.8 Timeliness for Appellate Returns ..........................................................................................2-49 2.9 Vocational Rehabilitation Services Pay Claim Counts 1994-2001 .......................................2-50 2.10 Timeliness/Volume ............................................................................................................2-51 2.11 Office Totals, Gross Expenditures per Month (in 000s)........................................................2-52 2.12 Claimant Satisfaction with Vocational Rehabilitation Services ............................................2-53 2.13 Overall Satisfaction ............................................................................................................2-54
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