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.
Prior to launching the new system, the organizations processes were spread across multiple isolated applications which were heavily paper based and frequently required manual steps to process a single document. The Claims Division’s 27-year-old, COBAL-based mainframe computer system needed to be replaced with a system that would reduce maintenance costs of legacy applications, prevent potential business disruptions and support the migration of 45 Million historical records to more modern application. To improve efficiency and enhance customer experience for all its stakeholders, ICA needed a new system that could integrate with multiple applications and allow its users to view documents via a single online portal.
After understanding the overall needs of the agency, MST Solutions proposed a solution that would integrate multiple applications and automate processes with intelligent task generation rules and reminders. In May of 2019, ICA launched its modern Salesforce-based application and external self-service portal known as the “ICA Community.” The Salesforce application features automated workflows, enhanced analytics and superior document management capabilities. ICA Community provides a dynamic self-service portal that allows users to access claims information and submit forms electronically.
The solution uses a combination of Salesforce Service Cloud, Community Cloud, Knowledge Base and MuleSoft to more efficiently route documents, cases and tasks.
Salesforce Service Cloud
Salesforce Community Cloud
Pitney Bowes printing solution
1199+ users engaged with ICA Community in first month of launch.
45 million records migrated including 5 million accounts/contacts.
25% of outbound documents delivered electronically in the first week.
800+ documents received electronically via new community portal each week.
28,992 documents submitted electronically via API, a month after launch.
2,289 accounts setup for Fax or SFTP delivery
1300+ documents printed each week using automated printing solution.
By modernizing its systems for managing claims and administrative law judge cases, ICA was able to increase efficiency and improve the customer experience of its stakeholders. External users can now access their files electronically and respond in a timely manner, reducing the need for physical mail. For internal users, the new application and automations have reduced administrative burdens and manual activities, freeing up time to focus on serving their customers more effectively.
The agency noticed a drop in manual intervention within a week of launching the new Salesforce system and ICA Community portal. Over 900 community users signed in to use the portal and 25% of outbound documents were processed for automated fax delivery, significantly reducing labor and administrative costs associated with printing, copying and posting.