Created in 1925, the Industrial Commission of Arizona (ICA) administers state laws pertaining to protecting life, health, safety and the welfare of Arizona’s employees. As the agency responsible for enforcing workers’ compensation, occupational safety and health laws, ICA needed to enhance internal business process efficiency without sacrificing security and reliability.
In the internet era, citizens expect comprehensive 24/7 self-service options from government agencies that match how they engage with businesses every day. As a result, ICA was looking for new ways to operate in this increasingly digital environment. With the Claims Division alone processing thousands of paper documents each day, the Commission recognized the need to improve efficiency and enhance customer experience for injured workers, employers, carriers and attorneys. In 2017, ICA decided to partner with MST Solutions due to their tactical leadership and experience implementing customer-centric CRM solutions.