New online services make it easier to do business with WCB Nova Scotia
STRATEGIC GOAL: Provide excellent and efficient service, leveraging technology to meet worker and employer expectations
Since Allison Beals hurt his back and knee at work in January, he’s been in steady contact with the WCB as he focuses on recovering and returning to work. “I’m trying to get my body back and get back to work,” says Allison. “But it’s a long process.”
Between regular physiotherapy sessions and ongoing conversations about going back to his job driving a truck and operating equipment for a document shredding company, he always has expense forms to submit or questions to ask his case worker, Lena Thompson. Before our new WCB Online service started in June 2017, workers had to phone in to get answers and fax, mail in or drop off any documents or forms.
Allison can now do all of that online. “It makes my life so easy,” he says. He can log into his WCB Online account anytime and get instant access to information related to his claim. He can also submit expenses and talk to his caseworker using the secure messaging feature. “I don’t have to call and tie up somebody and ask them a question about what’s going on because everything is all there in front of me.”
- Introduced new fast, convenient, and secure online service channels for workers, employers and service providers
- Introduced better IT security, to keep the private information entrusted to us safe, and to prepare us for the replacement of our claims and assessment systems
- Started preparing our people, our systems, and our service approaches, for major change, while maintaining strong employee engagement survey results
- Streamlined the way employers are able to provide WCB coverage for workers who are family members living at home
- Implement Guidewire, an industry-leading cloud-based program to power our claims and assessment systems, and support better customer service
- Improve the MyAccount online employer service portal
- Support our people and the people we serve as we transition to new ways of doing business
Online service is a key part of our five-year modernization plan, which involves upgrading systems, processes and services to make it easier for workers, employers and service providers to work with us.
“This is huge step forward,” says Cody Smith, an Integrated Service Associate at the WCB. “Before, people had no way of efficiently communicating with us or submitting documents." Cody received advanced training and helps his colleagues adjust to using the system. He’s also showing them the benefits of this new way of working. “Switching to a new system is always a challenge initially,” he says. “But it’s going to be a big help and make things so much more efficient for everyone.”
Less time on paperwork means more help for workers
Service providers like Windsor Physiotherapy appreciate how WCB Online streamlines the communication process and makes it easier to share information. At any given time, the clinic can be treating 15 to 30 workers, so there’s often daily contact with WCB.
Troy Harvie, a physiotherapist at the clinic, says being able to communicate through secure messaging and submit forms online saves him time and allows him to provide better service. “It shortens the time we spend playing phone tag and doing paperwork so we can deliver more treatment to injured workers.”
Employers are experiencing similar benefits. Jessica King is a human resources officer and handles all WCB claims for her employer’s seven companies. For the past several years, she’s used MyAccount to file documents online but had no efficient way to communicate with caseworkers. Now she can talk to them online, which makes it easier to get documents where they need to go. ”I can attach a document to an online message and get the information to them more quickly, so I’m finding it’s expediting the process.”
Jessica also thinks better communication strengthens the relationship between members of the team involved in helping an injured worker return to work. “This is helping to remove some of the barriers in doing that, so I think that’s very helpful.”
As for Allison Beals, he says with the time and mental energy he saves using WCB Online, he can focus on getting better and getting back to work.