FECA at MidYear

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FECA at Mid-Year

• An Update on FY2009 Performance and Initiatives

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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
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Benefits from Electronic Filing

• Improved Timeliness
• Increased Accuracy/Fewer Errors
• Enhanced Program Management

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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.

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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)

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DOL
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DHS
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Claimant Query System (CQS)Universal Access
through ACS at http//owcp.dol.acs-inc.com/porta
l/main.do
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CQS - Claimant Query SystemCQS will allow an
injured employee to access information regarding

• Accepted conditions
• Employing agency information
• CA-16 information

• Benefits payments
• Benefits tracking
• Medical Bill status
• Case status history

To get started log in to the ACS-DOL Web Portal
http//owcp.dol.acs-inc.com
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Click on the CQS link on the left hand side of
the screen
Enter FECA case number and click Submit Query
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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
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IT Enhancements on the Horizon for Next Year

• E-COMP (Employees Compensation Operations
  Management Portal)
• New IVR System for all District Offices
• Enhancements to COP/RTW Portal
• New Case Data Extract Cutover

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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

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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 DFECs databases via a
  telephone touchtone keypad or by speech
  recognition, after which they can service their
  own inquiries by following system instructions.

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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)

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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.)

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IVR Call Flow
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CA-110 Screen-Pop
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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.

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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

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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.

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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