WORKPLACENL ANNUAL PERFORMANCE REPORT 2015
Report on Performance: 2015 Objectives and Indicators The Report on Performance highlights the four strategic issues representing the key priorities for WorkplaceNL and the results achieved in 2015. Performance information is provided for the objectives. The strategic issues were identified in consideration of government’s strategic direction, WorkplaceNL’s mandate and available resources. 2015 results support the achievement of our mission as well as government’s strategic direction of enhanced program and service delivery through streamlined operations and improved access.
Strategic Issue 1:
Client Service – Fostering a client-centred culture Goal: By December 31, 2016, WorkplaceNL will have improved client service. Objective: By December 31, 2015, WorkplaceNL will have completed a review of and improved key processes for client service delivery. Measure: Completed a review of and improved key processes for client service delivery.
WorkplaceNL has been able to contribute to government’s strategic direction of enhanced program and service delivery through the implementation of its client service strategy. This supports enhanced customer service capacity, improved client services and the identification and development of online service projects. WorkplaceNL’s client service strategy provides a framework for a multi-phased, organization-wide approach to service delivery involving people, programs and processes. The strategy outlines eight elements requiring focus to move towards a client-first culture: leadership, human resources and training, corporate security, information technology and web services, continuous planning for improvement, service standards and consistency, communication, and complaints resolution systems. This comprehensive strategy requires a multi-year approach to ensure existing service levels are preserved for injured workers and employers while changes are made. In 2015, WorkplaceNL moved towards fulfilling its goal of improved client service through continued implementation of key processes and elements of the strategy. Evaluations were completed through a number of mechanisms to identify client service delivery improvements for implementation in 2015. Details of these improvements are provided in this Report on Performance. Results of the 2015 client satisfaction surveys provide evidence that WorkplaceNL is providing high quality services to its injured workers and employers. The injured worker service index score increased 1.4 per cent from 76 in 2013 to 77.1 at the end of 2015. Highlights include: 92 per cent of injured workers indicate that the overall
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