FECA at Mid-Year

1. FECA at Mid-Year An Update on FY2009 Performance and Initiatives

2. FECA Program Highlights • Program Statistics • Electronic Filing • Claimant Query System • IT Enhancements

3. FECA Program Statistics • Traumatic Case Processing • National Average: 97.7% - FY09 Standard: 90% • Basic OD Case Processing • National Average: 94.7% - FY09 Standard: 85% • Extended Case Processing • National Average: 85.5% - FY09 Standard: 75% • Periodic Roll Management Resolutions • Goal: 1,175 Results: 1,957 % Dev.: +67% • QCM LPD • Goal: 149 Results: 139

4. CA7 Timeliness Performance Update FY2003 to Present

5. Benefits from Electronic Filing • Improved Timeliness • Increased Accuracy/Fewer Errors • Enhanced Program Management

6. CA-7 and CA-3 e-Filing • Effective March 1, we began providing AQS e-filing access to additional government agencies. • Enrolled agencies will maintain the option of filing paper CA-7s, but DFEC will only accept CA-3s electronically.

7. CA-7 and CA-3 e-Filing • To ensure that the AQS servers were not overwhelmed with the increased network traffic and to guarantee a smooth e-filing enrollment process, we separated agency enrollment into four phases, as noted below. • Phase 1: Department of Homeland Security agencies and Department of State (effective March 1) • Phase 2: Department of Veterans Affairs (pending enrollment forms) • Phase 3: Department of Defense (ready to deploy) • Phase 4: Remaining Federal agencies (excluding USPS)

8. DOL

9. DHS

10. Claimant Query System (CQS)Universal Access through ACS at:http://owcp.dol.acs-inc.com/portal/main.do

11. Benefits payments Benefits tracking Medical Bill status Case status history Accepted conditions Employing agency information CA-16 information CQS - Claimant Query SystemCQS will allow an injured employee to access information regarding: To get started log in to the ACS-DOL Web Portalhttp://owcp.dol.acs-inc.com

12. Click on the CQS link on the left hand side of the screen Enter FECA case number and click “Submit Query”

13. CQS case summary and status will display. Links are available to search for compensation payments, compensation tracking, and search for information under a different case number

14. IT Enhancements on the Horizon for Next Year • E-COMP(Employees’ Compensation Operations Management Portal) • NewIVR System for all District Offices • Enhancements to COP/RTW Portal • New Case Data Extract Cutover

15. Employees’ Compensation Operations and Management Portal (E-COMP) • Will enable all Federal employers and claimants to e-file CA-1s, CA-2s and other DFEC forms at no cost to participating agencies. • Will allow injured workers and their employers to initiate, refer, complete and submit forms online through an interactive environment while tracking location and status of every form. • AQS & CQS will be integrated into E-COMP

16. DFEC Centralized IVR Description: The DFEC Centralized Interactive Voice Response (IVR) will use an interactive technology that detects voice and keypad inputs. IVR allows claimants access to DFEC’s databases via a telephone touchtone keypad or by speech recognition, after which they can service their own inquiries by following system instructions.

17. Key IVR Features • Ability to ‘screen-pop’ preset forms such as the CA-110, Record of Telephone Communication • Extensive reporting capabilities (call volumes, performance statistics, operational analysis, workload analysis) • Extensive ACD functionality (business hours, holidays, emergency closures, inclement weather, self-service claims status features)

18. IVR Continued • Reduced staff workloads • Reduced data collection time • Improved Customer Service • Optional features available (call-back feature, call recording, marquee monitor management, agent monitoring, workforce management packages, etc.)

19. IVR Call Flow

20. CA-110 Screen-Pop

21. COP/RTW Redesign, Phase 2 Description: COP RTW redesign project will integrate the COP Nurse operations more thoroughly with other iFECS applications. COP data will propagate throughout iFECS and more case data will be accessible to COP Nurses. Additionally, data input by the COP Nurse will be available to the Staff Nurse and Claims Examiner, and selected data will be made available to the employing agencies via changes to the AQS web application.

22. COP/RTW Redesign Features • COP Assignment Eligibility • Improved COP Assignment process using CA-3. • When Injury Comp Specialists submit a CA-3 via AQS, iFECS will alert Staff Nurse to cancel COP Nurse assignment • COP Nurse Input • COP Nurse should be able to update case information and close the case. • Improved Access To Nurses • Secure CITRIX application through the use of tokens. • Agency Access to Case Information • Case information shown to Injury Comp Specialists should include the following new fields: • Date of assignment to a COP nurse • Triage Codes will be available on nurse report • COP closure date

23. New Case Data Extract Format Case extract content: In the current process each case extract includes all of the case records associated with the recipient agency.     With the initial changeover to the new format each agency will receive an extract file that includes all their cases. Thereafter, the periodic case extracts will contain only those records that have been added, changed or deleted since the date of the previous extract.

24. New Case Data Extract Format cont. The New Case Data Extract Implementation Schedule: • New format “test files” are now available – agencies contacted by email last week to coordinate testing • Testing through early August 2009 • Cutover to new process 08/15/09 – 09/01/09