# Presentation: 724631

## FECA at Mid-Year: An Update on FY2008 Performance and Initiatives

## FECA Program Performance in FY2008 – So Far, So Good

- SHARE Goals
- GPRA Goals
- Key FECA Program Statistics

## GPRA Goals

- LPD (All-government non-Postal)
- LPD (USPS)
- Periodic Roll Review Savings
- Medical Cost Containment
- Communications (5 of 6)
- Increase EDI
- Increase Access to Claims Info.
- Improve Telephone Response Time
- Improve Telephone Wait Time
- Improve Same Day Call Resolution
- Maintain Quality Responses

## GPRA Goals and Performance

## Lost Production Days(As of 2nd Quarter FY2008)

- LPD All-Gov’t (less USPS) - Meeting
- 		Goal:   48.5		Results:   40.9
- LPD USPS – Meeting
- 		Goal:  142		Results:  130.6

## Program Savings Goals

- 		Periodic Roll Review Savings - Meeting
- Goal:  $14 million	Results: On Track
- Medical Cost Management – Not Meeting
- Goal: Below Milliman USA Health Cost Index

## Communications Performance

- Expand EDI - Not Meeting
- Expand Claims Access – On Track
- Average Call Wait Time – Meeting
- Average Response Time – Meeting
- Maintain Call Quality – Meeting
- Improve Same Day Resp. - Meeting

## FECA Program StatisticsCases Created FY2008 Mid -Year

- FY 2007 -- 134,436
- FY 2008 – 65,756
- 	... or 131,500 annualized
- A 2 percent reduction in claims filed

## FECA Program Statistics

- Traumatic Case Processing
- National Average:  97.9% - FY07 Standard:  90%
- Extended Case Processing
- National Average:  83.5% - FY07 Standard:  75%
- Periodic Roll Management Resolutions
- Goal:  1,176     Results:  1,448      % Dev.:   23%
- QCM LPD
- Goal:  153       Results:  145

## QCM LPD Trends Update

- QCM* *LPD* *Trends Update
*QCM Lost Production Days*
***Within first year of FECA Wage-Loss compensation***

## Goals and Strategies for FY2008

- Expand Access to and Sharing of Information
- Ensure System and Data Integrity
- Explore Process Improvements
- Improve Customer Service
- Enhance Program Training Support

## Expand Access to Information

- Goal: To Increase Claimant Access to case information by 40% in FY2008.
- Create secure link to Claimant Query System (CQS) through personnel platforms such as National Finance Center (NFC), Employee Express and other agencies’ applications.

## CQS Features

- Provides the user with specific compensation payment information (compensation payment history).
- Provides the user with the status of CA7 forms received in the district office.
- “Bill Inquiry” link redirects the user to the ACS Web Bill Processing Portal.

## Agency Query System

- We also promised  to expand reporting capability of AQS...
- 		... and we did.

##  AQS Payment Worksheet

- Ability to see at-a-glance:
- Detailed compensation data
- Weekly Pay Rate
- Effective Pay Rate Date
- Intermittent Periods Paid
- Work/Calendar Days
- Detailed Health Benefit data
- Detailed Life Insurance data

## If a claimant has received compensation, the payments will be listed at this screen. The enhanced AQS will allow users to click on a particular payment to view a copy of the actual payment setup sheet—as demonstrated in the next slide.

## Physician On-Line Look-Up Deployed

- New feature accessible through the ACS portal (http://owcp.dol.acs-inc.com) will allow claimants to identify ACS-registered physicians by location and specialty.

## Physician On-Line Look-Up

## Expand Information Sharing with the Agencies

- We also promised to work with agencies to expand EDI capability by 4% in FY2008...

## New AQS Features in Development

- New electronic CA-16 – Medical Authorization Form
- New electronic CA-3 -- Agency Return to Work Notification Form
- New electronic CA-7(a and b) – Lost Time Claims Form

## CA-7 Timeliness Performance Update FY2003 to Present

## FECA-Agency Tech Workgroup

- Tech Meeting to be held June 5, 2008
- Agenda Items:
- Data Extract Re-Formatting
- EDI FAQs and Issues
- MOUs and ISAs and Security
- AQS User ID Management

## AQS User ID Management

- With increasing access to claims information and data sharing, there is a greater responsibility on Employing Agencies to ensure that AQS is only used by authorized  personnel.

## Ensuring System and Data Integrity: Email and Encryption

- Increasing demand on all programs to institute Privacy Act and personal information protection strategies for sensitive data and systems.
- Increasing scrutiny of benefits payments.
- Increasing requirements for system controls in IT operations and development.

## Improved ICS Training

- DFEC has begun work to develop new training modules in key FECA  processes using new interactive on-line training software.
- We are also exploring newer training delivery mechanisms to expand information dissemination such as video conferencing and web conferencing.

## Exploring Process Improvements

- COP-Nurse Intervention Re-invented
- IT systems work is underway to create a Web-portal through which Nurse assignments are made and  work is tracked.
- Vocational Rehab -Dual Tracking
- We have received Department approval to begin this study.

## Final Thoughts

- Excited about new initiatives using electronic and web-based tools.
- New challenges confront FECA especially in responding to the needs of injured federal workers deployed in war zones.
- Looking forward to working in cooperation with the employing agencies on these and other efforts.