Business Transformation Program

Throughout 2022, the WCB stabilized the key elements required to enable transformation delivery and success over multiple years, including effective governance, stakeholder engagement, change readiness, project management and program delivery. 

In alignment with the WCB’s vision, mission and True North objectives, the organization’s transformation objectives are to improve the customer experience, improve outcomes and support the long-term health of Saskatchewan’s compensation system. With this as the transformation’s guiding focus, the WCB will advance the necessary changes to the organization to build stronger partner relations, modernize and replace outdated technologies, improve and simplify business processes, and shift the culture and approach of its service delivery models. 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 the organization supports the needs of internal and external groups throughout 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 the WCB co-ordinates the claims process through the upskilling of staff, reduction in handoffs, and increase the use of data, analytics and automation to improve return to work outcomes. Learn about the change to the claims intake process.
• 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, convenient access to data and greater ability to self-serve. This replacement of the WCB's core systems will alleviate the risks and challenges that are impacting the organization’s 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 is to build on existing strategic partnerships and Mission: Zero. 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.

With the support of independent advisory teams, the WCB will work with system implementors and solution providers to implement the new and modern core technology platform. This critical project will complement the service, process and people changes that we are making to deliver value and benefits to customers during and beyond the Business Transformation Program.