SUCCESS METRICS – DCD ECMS MODERNIZATION PROJECT

Vision:  To become a fully automated cybersecure cloud-based environment providing electronic filing and reporting with full-service access and up-to-the-minute claim status and plan updates.

Success Metrics are goals to be accomplished through the DCD eCMS Modernization Project.  The objectives for these goals are identified by clicking on each of the following metrics.

• Data is accurate and secure
• Employers acquire and maintain statutory insurance coverage
• Claimants’ benefits are accurate and timely
• Adjudication process is fair and consistent
• Division staff work is efficient and meaningful
• Internal and External customers are serviced and satisfied

Data is accurate and secure

• Require reports to be filed electronically to DLIR.
• Improve the accuracy of records inputted into the system.
• Reduce the risk of disaster by reducing the dependency of paper processes.
• Automate the daily backup of electronic data into a cloud environment.
• Ensure system has redundancy and data is encrypted at rest and in transit.
• Design system to monitor infrastructure and detect threats.

Employers acquire and maintain statutory insurance coverage

• Improve employer compliance with DCD laws and administrative rules.
• Improve timely responses to ensure delinquent employers or non-complying self-insured employers are compliant.
• Educate employers on statutory requirements and employees’ rights to benefits.

Claimants’ benefits are accurate and timely

• Establish claims into the system within 24 hours.
• Schedule hearings within 12 weeks of request.
• Issue decisions within statutory requirements.
• Convert 10% of hearings to settlement cases.
• Return 80% of Vocational Rehabilitation participants to work.
• Reduce the number of underpayments and overpayments to claimants by system design.
• Reduce and track percentages of deficient treatment plans and denied cases by employers.

Adjudication process is fair and consistent

• Reduce the percentage of decisions vacated or remanded by LIRAB due to staffing errors.
• Provide staff training to ensure consistent law application throughout offices.

Division staff work is efficient and meaningful

• Reduce the percentage of WC, TDI, and PHC cases that have to be reworked or require multiple handoffs due to data quality issues.
• Reduce the percentage of investigations as a result of poor data.
• Improve the adaptability to track and report on time for individual tasks/steps required to process a claim.
• Reduce the number of contacts with employers and insurance companies as a result of poor data.
• Establish system reminders and tasks to prompt staff responsibilities.
• Improve the ability for employees to track and report on time their individual tasks and steps required to process a claim.
• Reduce the amount of time problem claims remained unassigned.
• Provide supervisors the ability to track staff’s workload and backlog at each individual step in processing claims.
• Provide supervisors with the ability to configure workflow to allow work to be allocated to additional staff.
• Convert paper documents to electronic documents to allow processing at any time and location.
• Reduce reliance on paper-based documents.

Internal and External customers are serviced and satisfied

• Provide staff training to ensure consistent law application throughout offices.
• Conduct customer surveys annually to determine satisfaction with the system.
• Improve and minimize system latency.
• Ensure ease of application use with pre-defined searches and help guides.
• Provide easy access to files through records digitization.

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