VWC Quarterly Highlights Report - Q4 2020

VirginiaWorkers’ Compensation Commission Q42020 100,000 Approximately First Report of Injuries received Approximately Second Report of Injuries received 55,000

Claims Reported

50% Male

50% Female

697 Opinions Issued 3,688 Docket Referrals

1,101 ADR Events

8,693 Claims Received

464,048 pieces of mail were sent to injured workers and workers’ comp stakeholders. Correspondence Management

Commission Updates

• VWChired a consultant to conduct a RepetitiveMotionStudy, whichwas submitted to theGeneral Assembly in response to the JLARC Study. • The Compensation Study remains under review/unfunded due to existing budget constraints. • VWC was nominated as a 2020 Top Workplace and will be notified on the outcome of this nomination later in the year. • The Fairfax Regional Office relocated to the 2nd floor of their existing building on November 18. • Dialogues on Diversity were held with TeamMember with several recommendations being made. This initiative continued with the VWC Book Club reading and discussion of To Kill A Mockingbird and Caste. More activities and various committees are forthcoming in response to this initiative. • The ARMICS Internal Control Times newsletter was issued. ISO continues to provide documents for the current VITA audit. The quarterly Information Security Report was completed. • The Commission approved an email signature template for use by all Team Members and HR issued a directive for all state employees to include an email address and work number in their email signature in line with the new VWC style guide. • Erin Bishop, ADR Supervisor received the IAIABC’s 2020 NextGen Award as a result of her strong, impactful work in VWC. Policy Updates Agency Employees Update 275 Current Full-time Employees | 3 Current Wage Employees | 1 New Hire | 1 Transfer In October, one Missouri Self-InsuranceWebFile demo was held viaWebEx to preview the SI WebFile platformfor a jurisdictional partner. The2021TaxRatesandBudgetwaspresented to theCommission and adopted on December 8, 2020. The budget proposes funding for all filled positions, freezing most vacancies and discretionary spending, maintaining existing service delivery. Finances at VWC • It is suggested that VWC Team Members complete the vaccine form available here . • Another Town Hall with the Commissioners and various VWC leaders was held in early December to provide updates and hear questions/concerns. • Restart and New Normal Advisory Group’s final report has been presented to all departments. COVID-19 Updates Effective: October 20 - IS-1.03, Information Security | Effective: November 16 - HR-4.25, Holidays General Updates • VWC continues to follow the guidelines from the Governor’s Office, Virginia Department of Health, Department of Human Resource Management and the CDC in response to COVID-19 related matters in full compliance with all notifications, cleaning and safety requirements.

VWC Q4 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.

Q4 2020

Received Closed

Oct Nov Dec

313 291 313 917

311 283 322

Total 916 Changes since Q3 1% decrease 1% decrease

51 TICKETS CLOSED > 4 DAYS Used for custom software tickers Casper, Onyx, Wendy, SIFS (COWS) or WebFile 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 93.8% VWC Managed Outages Medium 2 business days 93.8% Any standard issue for desktop or engineering support Low 3 business days 91.2%

Service Requests

SLA

SLA Resolution Metrics

Example

Urgent

30 minutes

100% 100% 89.4% 97.5% 100% 100%

User account locked

AD Account changes, priority data updates, equipment requests

Escalated

2 business days 5 business days 15 calendar days 30 calendar days 90 calendar days

High

FOIA requests, data updates

Medium Normal

Ad hoc report or data request/new hire set-up

New hires or monthly process

Project tasks, quarterly requests, vulnerability resolution

Low

VWC Q4 Report, 2020

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.

0 10 20 30 40 50 60 70 80

68

72 67

TICKETS CURRENTLY OPEN - BY TYPE Blocker* Critical Major Minor Trivial 1 *Blockers - issues where workarounds have been accepted, versus the effort to address the issue. This is due to the likelihood of the issue occurring. Low 8 59 558 122 11

52

40 50

51

22

Q1-20 Q2-20 Q3-20 Q4-20

Tickets Closed

Tickets Opened

Performance and Architectural Data These tickets reflect application maintenance and architectural data. 17 tickets were closed and 15 tickets were opened.

0 10 20 30 40 50 60 Project Updates and Next Steps Reports Performance Departments can submit report requests through Footprints. Reports collect/present data to track trends, goals and to identify issues prompting a response. (Report examples: Departmental Task Management, Judicial Time to Opinion) 72 tickets remain open at the end of Q4. 86%* of tickets were closed under seven days. *PMO aims to close 70% within seven days of due date.

53

31

29 30

30 28

22

20

Q1-20 Q2-20 Q3-20 Q4-20

Tickets Closed

Tickets Opened

User Interface Project – Phase 2 SIFS UI upgrade went live on October 29. Onyx development started with the first module (Search) in November. High-level demo of the Search module was given to Finance in December. Human Resources Software Upgrade & Automation: Kronos Beta group training and beta testing took place in December. Beta tester feedback was compiled and employee data was loaded to the Kronos system. Go-live date: January 11th, 2021.

See more project updates by clicking here.

VWC Q4 Report, 2020

EDI - Quality Assurance

95%Accepted | 5%Rejected 100,000 Approximately First Report of Injuries Received

Approximately Second Report of Injuries Received 55,000 94% Accepted | 6% Rejected

Total Reported Major Injuries 12,208 Male Injuries 12,224 Female Injuries 24,432

Claims Reported

50% Male

50% Female

Completed Tasks 27,469

2 %

4 %

16 %

Review Expired Call-up Tasks General Compliance Tasks EDI Exception Review Tasks Data Correction Tasks Other (consolidations, inquiries, etc.)

60 %

18

%

VWC Q4 Report, 2020

Claims Details

Request for Hearing Medical Provider Assertion of Rights Employer CASPER Claims Received 8,693

4 % 4

%

15 %

77 %

Completed Tasks 12,976

16 %

42 %

Request for Hearing Enter Award Terminate Agreements

42 %

Productivity Report: • There was an increase in medical provider filings in Q4 • WebEx training provided by CSD Leadership to Virginia Employment Commission representatives on 11/19/20 • COLA refresher training provided by CSD Leadership to Customer Contact Center staff on 12/9/20 • HB46 – Compliance Initiative • Creation of new automated tasks, and SSRS reports • Impacts to CSD, Judicial and FSD

VWC Q4 Report, 2020

Alternative Dispute Resolution

903 Issue Mediations/Facilitations 194 Full and Final Mediations 4 Orientation Sessions ADR Events Held 1,101

in 45 days or less 52%

of cases were resolved

Over 38% resulted in settlement of the issues. Issue Facilitations

Productivity Report: On October 23, 2020 the IAIABC announced that ADR Supervisor Erin Bishop is a recipient of the 2020 Next Gen Award. The Award recognizes individuals under the age of 40 who are having a positive impact on workers’ compensation and their organizations. Over 67% resulted in settlement of the issues. Issue Mediations Full & Final Mediations Over 84% Full & Final Mediations resulted in settlement.

VWC Q4 Report, 2020

Judicial

Docket Referrals 3,688 Evidentiary Show Cause On the Record

14 %

18 %

68 %

Opinions Issued 697

9 %

53 %

Evidentiary Show Cause On the Record 194 Referrals to Review Docket 150 Review Opinions Issued 12 Appeals to Court of Appeals

38 %

Settlements Approved 1,328

Aggregate Attorney Fees Awarded in Connection with Approved Settlements $10,836,134 Total Aggregate Value of Settlements $69,397,973

VWC Q4 Report, 2020

Correspondence Management

PIECES MAILED OUTBOUND MAIL 464,048

pre-sorting saved 13 % in shipping costs

$196,621 TOTAL COST OF MAILINGS $29,396 SAVED BY PRE-SORTING

TOTAL INCOMING DOCUMENTS 14,427 Hard Copy Mail 12,665 Faxes 17,223 Returned Mail 44,315 Printed Pages 974,472 Scanned Pages 112,385 Completed Tasks 61,798 Top 5 Printed Documents 1. Notification of Injury to All Parties 2. WebFile Claimant PIN Notification 3. Notification of Address Change & Request for FROI 4. Judicial Order 5. Notification of Denial PRODUCTION OUTPUT

VWC Q4 Report, 2020

Insurance Coverage Corporations - 308 | LLC - 374 | Sole Proprietors - 141 Partnership - 10 | Other - 6 Contractor Certifications - Online Submissions 852 late insurance policy filings | $213,000 fined Insurance Carrier Compliance

No Investigation Sweeps due to COVID-19

PEO Monitoring

847 New Registrations | 286 Terminations | 41 Penalty Letters Issued

Productivity Report: Although COVID-19 dominated 2020, it allowed an opportunity for the Insurance Compliance Department to cross-train team members, re-assess and re-evaluate internal processes and procedures, and map a forward-thinking approach for the future.

Medical Fee Services

723 Total Inquiries

MFS Online 2,561 users have accessed the MFS page on the public website 1,831 users have accessed the MFS Reference Tool page

90% 4% 3% 2% <1% <1%

Claim Status Medical Bill Dispute Provider Category Maximum Fee Coding Education

MFS Dispute Resolution $1,170,871 fee scheduled maximum reimbursement amounts reviewed.

New Dispute Activity Processing New MFS Review Determinations Issued MFS Work in Progress Referrals to Judicial Resolved Request Withdrawn 377 98 71 5 3

In November, a Medical Fee Schedule Regulatory Advisory Panel/Oliver Wyman/Commission Meeting was held for preliminary review of schedule updates. A meeting was held in December for review of schedule updates.

VWC Q4 Report, 2020

Outreach Initiatives Customer Contact Center Most Frequent Customer Contact Center Calls

What are my Rights?

WebFile?

What is the JCN?

WebFile is the Commission’s online portal to electronic records.

98% Customer Contact Center Quality Score

What are VWC’s Hours?

What’s my Claim Status?

16,400 Incoming Calls 13,992 Calls Answered

Average Handle Time: 0:05:42 Average Calls per Day: 233

1,273 Voiance translator calls took place in 2020.

Press and Communications 2021 Virtual Educational Conference 1 External Communication - 1 COVID-19 Communication | 2 Press Releases

SAVE the DATE September 14-16, 2021

Stakeholder Engagement COVID-19 stats are updated monthly on the VWC homepage. 19 VVF training events, reaching 150+ attendees 2 EDI Claim Admin trainings held via WebEx 1 CSD WebEx training to the Virginia Employment Commission 1 Missouri Self-Insurance WebFile demo via WebEx

VWC Q4 Report, 2020

Virginia Victims Fund (VVF) Claims Data Officially the Criminal Injuries Compensation Fund

NEW CLAIMS

CLAIMS AWARDED

VVF CLAIMS $1,399,088 AWARDED

476

405

437

564

$394,525 AWARDED SAFE CLAIMS

Restitution

Total dollar amount of incoming payments: $73,705 670 incoming payments received

Unclaimed Restitution 3,037 Unclaimed restitution payments Total dollar amount received: $723,642 84 victims were repaid a total of $36,911

3,200 Incoming Customer Contact Calls

1,798 Incoming Correspondence

152 Medical Provider Status Request Emails

Completed Trainings (all virtual): • VVF Basics (7 events) – 134 in attendance • WebFile (6 events) – 13 in attendance • Virtual Forum (2 events) – 18 in attendance • Provider Portal (3 events) – 7 in attendance • Tabling (1 event) VWC Q4 Report, 2020

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