Business Transformation Program

While the most critical milestones in 2024 are related to implementation of a modernized and integrated customer-facing technology solution, the WCB's transformation will continue to advance and deploy new processes and develop new capabilities which deliver benefits to customers and staff.

WCB will continue to engage, partner and involve employers, workers, care providers and staff in transformation efforts. Involving internal and external groups meaningfully in change remains a firm commitment within the WCB’s transformation, now and throughout the transformation journey.

Partnering for better outcomes: The people side of change is a critical lever to the success of the WCB's transformation and will continue to be a significant focus as we support the needs of internal and external groups throughout the transformation journey.

In alignment with the WCB’s strategic direction, the program’s transformation objectives are to improve the customer experience, improve key indicators and outcomes, and support the long-term health of Saskatchewan’s workers’ compensation system. With these objectives as the guiding focus, the WCB is actively making changes that build strong partner relations, shift organizational culture, modernize and replace outdated technologies, improve business processes, and enhance the overall effectiveness of programs and service delivery models.

In the program’s formative years, the WCB built the delivery infrastructure to enable and sustain a successful transformation. This infrastructure includes processes and frameworks for effective governance, stakeholder engagement, organizational change management, and project and program delivery. This approach, which enables coordinated planning and delivery of the program’s objectives, allows the organization to monitor and manage dependencies, to identify and respond to key risks, to advance and embed change at an appropriate pace, and to realize benefits at various points during the transformation journey.

The major streams within the WCB’s transformation program center on the customer experience, enabling systems and next generation prevention.

Customer experience

Customers’ needs and expectations are changing and so too must the way the WCB does its work.

Customer experience transformation is the core of the cultural shift in the WCB’s service delivery models and includes the major initiatives of claims transformation, employer services transformation, and core technology modernization and replacement.

• Claims transformation is a broad-sweeping initiative that looks at how the WCB performs its work in order to proactively meet the unique needs of each customer and change the way we coordinate claims processes through improving timeliness, the upskilling of staff, reduction in handoffs, and increase the use of data, analytics and automation to improve return to work outcomes.
• Employer services transformation involves a future state that will meet the needs of employers through improved coordination and information-sharing, automation of processes, modernized billing and payment options, and will maximize the ability for employers to self-serve and leverage data.
• Technology modernization will add value within each customer interaction through improved functionality, a greater ability to self-serve and convenient access to your data and information. Replacement of the WCB's core systems will alleviate the risks and challenges impacting the ability to improve the experience of employers, workers, care providers and staff.

Enabling systems

Enabling systems transformation refers to the WCB’s need to enhance the internal processes and systems that support the achievement of business outcomes, all of which contribute to a better customer and staff experience.

Key elements of this strategy include transformation of financial processes and systems, modernization of key corporate services, continually improving the people (staff) experience, and ensuring the security and evolution of the organization’s IT operating model and infrastructure.

Next generation prevention

Next generation prevention transformation is an upstream initiative with the vision to leverage collaborative partnerships, education and analytics to eliminate fatalities, and occupational and psychological injuries in Saskatchewan.

This focus on the next generation of prevention builds on existing strategic partnerships and supports the evolution of products and services that help employers, workers and partners proactively prevent injuries and disability in the workplace. This stream of transformation will provide value to employers and partners by leveraging data and advancing analytics to build awareness with the most vulnerable workers and high injury sectors and employers. The long-term goal is a consulting and education model which builds a collaborative safety culture empowering businesses to share their learnings across the safety system.