WSIB Outreach: Action Requested

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The S2EG Executive Committee would like to encourage all WSIB Claims Managers and their accounting peers to participate in the following WSIB outreach program.  

Feedback on both infrastructure (e.g. IT capability, adding HC identifiers to billings, enabling electronic payment of invoices, portal access, email access to WSIB personnel) and service delivery (eg. Decision letter content, Case Manager ID and phone #, direct access to WSIB personnel by their phones without CSR interception, direct access to Appeals Services, etc.) is being canvassed.
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We need your Feedback!
 
 My name is Annette Tsaparis from the Customer Experience Office and I would like to invite you to participate in a research study focused on your experience with the WSIB as a Schedule 2 employer.
 
Schedule 2 is a large stakeholder group with diverse needs.  As we make changes and investments in change we want to hear directly from you.  We acknowledge that there is a long standing issue of billing details that needs to be resolved with our next software upgrades.  We would like an opportunity to meet with a sub-set of your membership to understand from your perspective, what other areas we can improve in the way we delivery our core services.  These can be individuals whom interact with the WSIB on claims or accounts issues.   From there, we will develop a summary report of our findings that we will share with the Schedule Two executive at a future quarterly meeting to confirm we have appropriately captured your feedback. 
 
The WSIB has assigned a resource that is ready to come out to your location and hold 1:1s with you and staff to gather feedback.  We can also deploy a variety of other mechanisms to gather your feedback if an onsite session is not feasible.
 
The sessions are completely confidential and no identifying factors about you, the employer, or claims will be used.
Ideally the sessions will take place between Monday, January 14th and the EXTENDED date of March 1, 2019.  
 
You will be required to:Meet with our representativeDiscuss your experience/interactions with the WSIBDedicate a minimum  1 hour for the session  As a next step, please provide me with your interest in participating and ideally, some potential dates and times that work for you.  If you have any further questions, please feel free to contact me by email at annette_tsaparis@wsib.on.ca or by phone at 416-344-5066.
 
Sincerely,
Annette Tsaparis
Design Researcher
Customer Centric Channel Delivery
Customer Experience and Digital
 416-344-5066   
TTY / ATS : 1-800-387-0050
1-800-387-0750
www.wsib.on.ca