CLICK TO WATCH : ‘ WE ’ RE MAKING IMPROVEMENTS TO DELIVER BETTER SERVICE ’ 115 we feel that very keenly these days when people can go online and bank or purchase airline tickets with one click ,” explains Liscio . “ It makes an imperative for us to be able to provide services like that to them , because when our clients come to us they ’ re injured or they ’ re ill and they expect that the great work that we do to help them get better and return to work isn ’ t overshadowed by how difficult it is to deal with us . They don ’ t want to be worrying about mailing or faxing information to us , they don ’ t want to have to call to figure out their claim
status , and they want the WSIB to be easy and straightforward and available . That really is what ’ s driving digital transformation for us .”
With this focus on the customer , WSIB has identified the processes which define the customer journey and performed a series of ethnographic studies into the needs and expectations of its customer base . By then taking staff through each facet of that journey , the areas of convolution and friction become clear . Addressing these areas of frustration , Liscio says , will enable the digital transformation
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