VWC Quarterly Highlights Report - Q3 2020

VirginiaWorkers’ Compensation Commission Q32020 Approximately Second Report of Injuries received 41,000 2 62,000 Approximately First Report of Injuries received

Claims Reported

54% Male

46% Female

859 Opinions Issued 2,383 Docket Referrals

1,003 ADR Events

8,206 Claims Received

445,400 pieces of mail were sent to injured workers and workers’ comp stakeholders. Correspondence Management

Commission Updates

General Updates

Core services continue to be delivered; operations are going verywell andVWCcontinues to achieve great things, including: • The internal COVID-19 Task Force continues to meet weekly; there has been little discussion regarding reopening given the current rise in COVID-19 cases • Restart/New Normal Advisory Group’s report was presented to the Commission on August 31st. Cost estimates to implement the recommendations in the report were developed in mid- September. The Advisory Group will meet later in October to determine the path forward to implement the recommendations and the communications plan to VWC • The Diversity and Inclusion Initiative has begun; several suggestions to address and/or improve diversity and inclusion at VWC are under review by the work group that planned the initiative • VWC reported to theVirginiaDepartment of Accounts (DOA) that there are no knownweaknesses in internal control; VWC is in full compliance with State of Virginia requirements • Many VWC team members led various committees at the virtual 106th International Association of Industrial Accident Boards and Commissions (IAIABC) Convention, with 350 attendees • HR continues to work with Gallagher to complete the compensation study • IS will conduct a VPN stress test to assess the strength of the Disaster Recovery Plan VPN • PMO: Fairfax Regional Office’s relocation plan is in its final stage with an anticipated move in date sometime in November • PMO: Regional office locations are being reviewed for the Harrisonburg relocation project

Policy Updates

The following policy trainings were conducted on September 24: HR-1.15, Hours of Work, HR-4.20, Family and Medical Leave, HR-4.21, Parental Leave

Agency Employees Update 276 Current Full-time Employees 0 Wage Employees

49 Highly Commendable Recognitions 29 Above & Beyond Awards

0 New Hires 0 Transfers

early December by the Commission. Due toCOVID-19, therewas a decrease in fine revenue in Q2 and Q3. Finances at VWC

The 2021 Proposed Budget and Tax Rates is under development; a budget and hiring freeze remains in effect in current year 2020. It is anticipated that the budget will be approved in late November/

Q1 Q3 VVF Revenue $5,843,676 $982,882 $644,277 UEF Revenue $714,516 $261,206 $206,273 Admin. Revenue $25,140,837 $7,694,326 $323,904 Q2

VWC Q3 Report, 2020

Footprint Tickets

Footprints is the tool used to report a production system-related issue. Once a footprint ticket is submitted, it goes to the Help Desk team for triage. The Help Desk team will address the ticket and assign it to either the Engineering Team or to a Jr. Systems Analyst (SA) for further troubleshooting and resolution. Tickets assigned to a Jr. SA may involve a developer and/or Database Administration team to research and resolve. Production system-related issues can have two outcomes:

• IS is able to resolve the issue; no system code change required/systemperforms as expected. • IS is not able to resolve the issue; system code is required. A Jr. SAwill then create a JIRA ticket on behalf of the department for the issue to be prioritized in the CAFÉ process for inclusion in a future release.

Q3 2020

Received Closed

April May June Total

445 346 287

418 371 289

1,078 1,078 Changes since Q2 1% decrease 1% decrease

51 TICKETS CLOSED > 4 DAYS SLAs define expectations and provide metrics to measure the outcomes of service provided. Service-Level Agreements (SLAs) Incidents SLA SLA Resolution Metrics Example Urgent 30 minutes 100% Detected Virus High 4 hours 85.7% VWC Managed Outages Medium 2 business days 84.9% Any standard issue for desktop or engineering support Low 3 business days 86.5% Used for custom software tickers CASPER, Onyx, Wendy, SIFS (COWS) or WebFile Service Requests SLA SLA Resolution Metrics Example Urgent 30 minutes 100% User account locked Escalated 2 business days 100% AD Account changes, priority data updates, equipment requests High 5 business days 82.9% FOIA requests Medium 15 calendar days 99.2% Ad hoc report or data request/new hire set-up Normal 30 calendar days 99.6% New hires or monthly process Low 90 calendar days 100% Project Tasks, Quarterly Requests, Vulnerability Resolution

VWC Q3 Report, 2020

53 JIRA Tickets JIRA is the tool used to track changes for CASPER, Wendy, Onyx, SIFS and WebFile. These changes could be the result of a bug in the existing code or new or improved features requested by departments. Any update that requires a change to code receives a ticket in JIRA. Department Related Release Data These tickets have direct impact to the department and their processes. 22 40 80 53 40 80

22 73 66

80

TICKETS CURRENTLY OPEN - BY TYPE Blocker* Critical Major Minor Trivial 8 63 580 90 11 *Blockers - issues where workarounds have been accepted, versus the effort to address the issue. This is due to the likelihood of the issue occurring.

0

62

0

Tickets Closed Tickets Opened

40 49

53

Tickets Closed Tickets Opened

40

64

22

0

Q4-19

Q1-20

Q2-20

Q3-20

Tickets Closed Tickets Opened

Performance and Architectural Data These tickets reflect application maintenance and architectural data.

39 %

61 %

TICKETS CLOSED TICKETS OPENED 12 19

Tickets Closed Tickets Opened

Reports Performance Departments can submit report requests through Footprints. Reports collect/present data to track trends and goals and to identify issues prompting a response. (Report examples: Departmental Task Management Judicial Time to Opinion) 40 tickets remain open at the end of Q3.

40

40

29

30

27

29 30 26 18

2

30

21 10

30

10

18

20

Q4-19

Q1-20

Q2-20

Q3-20

Reports Closed

Reports Opened rts Opened

There were no major releases in Q3, however, there were several bug fixes and improvements. These tickets are listed below. Project Updates and Next Steps

See more project updates by clicking here. VWC Q3 Report, 2020 #4872: GSIA WebFile data issues, #4877: Penalties tab for Judicial, #4889: ADR meeting notifications, #4896: GSIA WebFile - Submit button, #4875: 20-Day Order Payments Made text fix,

#4898: NCCI alerts, #4936 & #4689: PIN Letter verbiage, #4417: Agreement Form updated in CASPER, #4870: 30-Day Order references updated, #4883: CMD: Access to SQL server migration