4. Claims Management – Facilitating Injured Worker Recovery and Safe Return to Work
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Report on Performance 2020 marks the end of the first year of WorkplaceNL’s 2020-22 strategic plan. When developing that plan, in keeping with the Transparency and Accountability Act, WorkplaceNL identified strategic issues, created three-year goals, and established objectives for each of the three years to assist the organization in reaching its multi-year goals.
WorkplaceNL’s 2020-22 strategic plan identifies four priority issues:
1. Client Service – Business Modernization and Continuous Innovation 2. Prevention – Leadership in Prevention through Collaboration and Innovation 3. Financial Sustainability – Adherence to Funding and Investment Policies 4. Claims Management – Facilitating Injured Worker Recovery and Safe Return to Work
The results achieved towards the 2020 (year one) objectives for each strategic issue follows.
Strategic Issue 1: Client Service – Business Modernization and Continuous Innovation Goal 1: By December 31, 2022, WorkplaceNL will have introduced technology to modernize service delivery. WorkplaceNL is committed to fostering a strong client-service culture and delivering high-quality services and programs to meet the needs of clients. Service excellence and continuous innovation are key underpinnings of this culture. To meet its commitments, WorkplaceNL continuously strives to find opportunities to innovate programs and service delivery, in keeping with clients’ changing needs and expectations. 2020 Objective for Goal 1 By December 31, 2020, WorkplaceNL will have developed a modernized client service framework. Following the review of the existing client service framework, WorkplaceNL determined the development of a modernized client service framework was not required. The current framework sets a solid foundation for making the necessary changes to continually support and improve client service including the recent focus on business modernization. The following section provides details of WorkplaceNL’s achievement of the indicators associated with this objective.
WorkplaceNL - Annual Performance Report 2020
