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Department of Labor
Office of Workers' Compensation Programs
Description
The Office of Workers’ Compensation Programs (OWCP) provides four core programs for workers’ compensation benefits to different sets of workers with varying health needs.
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The Federal Employees Compensation (FECA), OWCP’s largest program, annually services over 178,000 beneficiaries with approximately $2.9 billion in compensation and medical benefit payments.
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The Division of Energy Employees Occupational Illness Compensation (DEEOIC) annually services over 25,000 beneficiaries with approximately $1.8 billion in lump-sum compensation and medical benefit payments. Presently, DEEOIC is currently the only program within OWCP with HISP services being reported.
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The Division of Coal Mine Workers’ Compensation (DCMWC) supports over 19,000 beneficiaries with approximately $184 million in compensation payments and medical benefit payments annually. In addition, DCMWC monitors benefits paid by responsible coal mine operators to another 9,000 beneficiaries.
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The Longshore and Harbor Workers’ Compensation program annually services over 35,000 beneficiaries and oversees the payment of approximately $1.3 billion in compensation and medical benefits.
This information is based on Fiscal Year 2022. This number of claimants and beneficiaries and the amount of associated expenditures vary modestly from year to year.
Designated Services
- Applying for compensation benefits under EEOICP
- Applying for medical benefits related to accepted conditions under EEOICP
Previously-reported Services
Applying for compensation benefits under EEOICP
Description
The Energy Employees Occupational Illness Compensation Program Act (EEOICPA) provides lump-sum compensation to benefits to claimants accepted under the EEOICPA. Claimants include employees (or their survivors) of the Department of Energy (DOE), its predecessor agencies, contractors/subcontractors, and uranium miners, millers, and ore transporters as defined by RECA Section 5, who became ill as a result of exposure to radiation and/or other toxic substances as authorized by the EEOICPA. It includes two separate benefit programs: Part B and Part E.
Why this service was designated
The Division of Energy Employees Occupational Illness Compensation (DEEOIC) protects the interests of specified workers who became ill due to radiological or toxic exposures received while working at covered facilities, or their survivors, by making timely, appropriate, and accurate decisions on EEOICPA claims for new condition(s) or lump-sum benefit claims and providing prompt payment to eligible claimants. In FY 2022, DEEOIC issued 21,533 final decisions and distributed $663,994,437 in lump-sum compensation benefits. From inception thru FY22, DEEOIC has paid out $13,836,881,371 in compensation benefits.
Quarterly data reported
Q3 2023
What we learned from this quarter's data:
DEEOIC continues to collect data across multiple customer touchpoints. In analyzing the current quarter’s data, the team discovered two noticeable distinctions from the last quarter. The Energy Document Portal survey experienced a large increase (331%) in the number of responses from Q2. This increase is due to a CX initiative that expanded the survey by providing customers utilizing the new “file a new claim” or “complete benefit payment forms” functionalities the option to complete the survey. The team did notice that the overall scores on the EDP survey decreased which makes sense when considering that these newer functionalities are more involved than simply uploading a document to a case file. The Outreach and Customer Experience Unit is working directly with the Business Process Owners to address any specific technical challenges or general feedback that our customers provide during their EDP experience. There were also a greater number of survey responses for in-person outreach events due to an increase in DEEOIC in-person outreach. Outreach survey scores for Q3 remained similar to those reported in Q2, indicating that DEEOIC customers are generally happy with their experiences at these events. Feedback provided on these forms also show areas for improvement including suggestions on enhancing audio/visual systems and increasing advertisement. The feedback and suggestions from the outreach surveys are taken under consideration when planning future events. In addition to the results reported here, the OXCU team conducted a series of focus groups with customers in order to get more in-depth feedback from our customers.
Service details
Description | Claimants attend in-person outreach event |
Transaction point | Customers have attended an in-person outreach event. |
Channel | paper |
People served | 824 |
Surveys offered | 824 |
Responses | 78 |
Description | Claimants use the Energy Document Portal |
Transaction point | EDP landing page and following document upload |
Channel | website |
People served | 107007 |
Surveys offered | 107007 |
Responses | 118 |
Description | Claimants visit a DEEOIC Resource Center in person |
Transaction point | Following an in person visit |
Channel | in_person |
People served | 3046 |
Surveys offered | 3046 |
Responses | 60 |
Description | Phone assistance for Lump Sum Compensation |
Transaction point | Following phone call initiated by customer. |
Channel | automated_phone |
People served | 12065 |
Surveys offered | 12065 |
Responses | 20 |
Description | Webinars related to program policies and benefits |
Transaction point | Immediately following webinar attendance. |
Channel | |
People served | 527 |
Surveys offered | 527 |
Responses | 64 |
Q2 2023
What we learned from this quarter's data:
DEEOIC continues to collect data across multiple touchpoints, having increased from one data collection results in FY22 Q1 to ten results for FY23 Q2, the current reporting quarter. In analyzing this data, it has become clear that customers are overall happier with some interactions than with others. For example, in-person visits to our Resource Centers consistently receive the highest scores, whereas some other interactions, such as using the Energy Document Portal, are receiving lower scores on average. The Outreach and Customer Experience Unit has taken measures to increase customer understanding by developing a webinar to explain the portal and other available tools, and by developing customer-friendly infographics and educational materials. Data continues to show that the “employee interaction” category is a bright spot for customers, and that there are continued pain points in the category of “trust”. In addition to the results reported here, the OXCU team conducted a series of focus groups with customers in order to get more in-depth feedback and also regularly conducts follow up phone interviews with customers who complete surveys and indicate that they’d like to have a further conversation with the team.
Service details
Description | Claimants File for Impairment and/or Wage Loss under Part E |
Transaction point | Claimants have recently received a final decision on their claim |
Channel | postal_mail |
People served | 2000 |
Surveys offered | 2000 |
Responses | 648 |
Description | Claimants attend in-person outreach event |
Transaction point | Customers have attended an in-person outreach event. |
Channel | paper |
People served | 200 |
Surveys offered | 200 |
Responses | 29 |
Description | Claimants use the Energy Document Portal |
Transaction point | Following document upload |
Channel | website |
People served | 32844 |
Surveys offered | 32844 |
Responses | 35 |
Description | Claimants visit a DEEOIC Resource Center in person |
Transaction point | Following an in person visit |
Channel | in_person |
People served | 2911 |
Surveys offered | 2911 |
Responses | 100 |
Description | Phone assistance for Lump Sum Compensation |
Transaction point | Following phone call initiated by customer. |
Channel | automated_phone |
People served | 11069 |
Surveys offered | 11069 |
Responses | 33 |
Description | Webinars related to program policies and benefits |
Transaction point | Immediately following webinar attendance. |
Channel | |
People served | 502 |
Surveys offered | 502 |
Responses | 58 |
Q1 2023
What we learned from this quarter's data:
DEEOIC has increased our feedback collections quarter over quarter for the last 6 quarters. As we have progressed from one data collection result in FY22 Q1 to the current quarter’s nine results, we have learned that by collecting feedback from customers across different touchpoints we deepen our understanding of the overall customer experience. Data continues to show that the “employee interaction” category is a bright spot for customers, and that there are continued pain points in the category of “trust”.
In an effort to increase customer trust and transparency, the DEEOIC CX staff conducted a webinar in FY23 Q1 to discuss the Customer Experience Program.
Additional CX efforts included the revision of a customer acknowledgement packet to improve ease and understanding.
Service details
Description | Claimants use the Energy Document Portal |
Transaction point | Following document upload |
Channel | website |
People served | 21137 |
Surveys offered | 21137 |
Responses | 47 |
Description | Claimants visit a DEEOIC Resource Center in person |
Transaction point | Following an in person visit |
Channel | in_person |
People served | 2479 |
Surveys offered | 2479 |
Responses | 91 |
Description | Phone assistance for Lump Sum Compensation |
Transaction point | Following phone call initiated by customer. |
Channel | automated_phone |
People served | 8262 |
Surveys offered | 8262 |
Responses | 30 |
Description | Webinars related to program policies and benefits |
Transaction point | Immediately following webinar attendance. |
Channel | |
People served | 120 |
Surveys offered | 120 |
Responses | 9 |
Q4 2022
What we learned from this quarter's data:
The DEEOIC CX Team continues to collect data across different customer touchpoints. This data is analyzed in order to determine the bright spots and pain points of customers. Several completed survey data sets have been analyzed and recommendations for programmatic improvement have been made to senior leadership. Several recommendations have already been implemented. As an example, we have collaborated with the DEEOIC Business Process Owners to make improvements to a web-based customer portal, allowing for electronic signature on claims forms and improving language for ease of use.
Service details
Description | Claimants use the Energy Document Portal |
Transaction point | Following document upload |
Channel | website |
People served | 1976 |
Surveys offered | 1976 |
Responses | 118 |
Description | Claimants visit a DEEOIC Resource Center in person |
Transaction point | Following an in person visit |
Channel | in_person |
People served | 995 |
Surveys offered | 995 |
Responses | 69 |
Description | Phone assistance for Lump Sum Compensation |
Transaction point | Following phone call initiated by customer. |
Channel | automated_phone |
People served | 9260 |
Surveys offered | 9260 |
Responses | 26 |
Description | Webinars related to program policies and benefits |
Transaction point | Immediately following webinar attendance. |
Channel | |
People served | 675 |
Surveys offered | 675 |
Responses | 56 |
Q3 2022
What we learned from this quarter's data:
We have expanded our feedback collection efforts each quarter throughout FY22 and have examined pain points and bright spots and making recommendations for programmatic improvements to senior management based on survey results.
Service details
Description | DEEOIC works with Authorized Representatives who assist claimants with filing claims and obtaining benefits |
Transaction point | Recently (last 6 months) served as an Authorized Representative for a claimant |
Channel | paper |
People served | 2000 |
Surveys offered | 2000 |
Responses | 447 |
Description | Phone assistance for Medical Benefits |
Transaction point | Following phone call initiated by customer. |
Channel | automated_phone |
People served | 15390 |
Surveys offered | 15390 |
Responses | 31 |
Description | Webinars related to program policies and benefits. |
Transaction point | Immediately following webinar attendance. |
Channel | |
People served | 703 |
Surveys offered | 703 |
Responses | 91 |
Q2 2022
What we learned from this quarter's data:
This quarter we learned that timeliness, transparency and communication matter most to our customers.
Service details
Description | Claimants contact DEEOIC by phone for assistance. |
Transaction point | Following phone call initiated by customer. |
Channel | automated_phone |
People served | 16152 |
Surveys offered | 16152 |
Responses | 35 |
Description | Webinar related to program policies and benefits. |
Transaction point | Immediately following webinar attendance. |
Channel | |
People served | 258 |
Surveys offered | 258 |
Responses | 25 |
Q1 2022
What we learned from this quarter's data:
We have learned that overall satisfaction and interaction with employees are the highest scored categories. Ease and efficiency are the lowest scored categories. These results are consistent across multiple touchpoints.
Service details
Description | Claimants receive a Development Letter requesting additional evidence or information regarding their claim. |
Transaction point | Following the receipt of a Development Letter. |
Channel | paper |
People served | 892 |
Surveys offered | 892 |
Responses | 192 |
Applying for medical benefits related to accepted conditions under EEOICP
Description
After DEEOIC has accepted one or more condition under EEOICPA, the employee claimant may also be eligible for medical benefits, including medical expenses specific to the accepted condition(s). Employee claimants can include current or former employees of the DOE, its predecessor agencies, and certain vendors, contractors and subcontractors, and uranium miners, millers, and ore transporters as defined by RECA Section 5.
Why this service was designated
The Division of Energy Employees Occupational Illness Compensation (DEEOIC) protects the interests of specified workers who became ill due to radiological or toxic exposures received while working at covered facilities, by making timely, appropriate, and accurate decisions on EEOICPA medical benefit claims and providing prompt payment of benefits to eligible claimants. In FY 2022, DEEOIC distributed $1,159,095,310 in medical benefits. From inception thru FY22, DEEOIC has paid out $8,781,750,078 in medical benefits.
Quarterly data reported
Q3 2023
What we learned from this quarter's data:
DEEOIC continues to collect data across multiple customer touchpoints. In analyzing the current quarter’s data, the team discovered two noticeable distinctions from the last quarter. The Energy Document Portal survey experienced a large increase (331%) in the number of responses from Q2. This increase is due to a CX initiative that expanded the survey by providing customers utilizing the new “file a new claim” or “complete benefit payment forms” functionalities the option to complete the survey. The team did notice that the overall scores on the EDP survey decreased which makes sense when considering that these newer functionalities are more involved than simply uploading a document to a case file. The Outreach and Customer Experience Unit is working directly with the Business Process Owners to address any specific technical challenges or general feedback that our customers provide during their EDP experience. There were also a greater number of survey responses for in-person outreach events due to an increase in DEEOIC in-person outreach. Outreach survey scores for Q3 remained similar to those reported in Q2, indicating that DEEOIC customers are generally happy with their experiences at these events. Feedback provided on these forms also show areas for improvement including suggestions on enhancing audio/visual systems and increasing advertisement. The feedback and suggestions from the outreach surveys are taken under consideration when planning future events. In addition to the results reported here, the OXCU team conducted a series of focus groups with customers in order to get more in-depth feedback from our customers.
Service details
Description | Claimants use the Energy Document Portal |
Transaction point | EDP landing page and following document upload |
Channel | website |
People served | 28446 |
Surveys offered | 28446 |
Responses | 31 |
Description | Claimants visit a DEEOIC Resource Center in person |
Transaction point | Following an in person visit |
Channel | in_person |
People served | 355 |
Surveys offered | 355 |
Responses | 7 |
Description | Phone assistance for Medical Benefits |
Transaction point | Following phone call initiated by customer. |
Channel | automated_phone |
People served | 9049 |
Surveys offered | 9049 |
Responses | 15 |
Q2 2023
What we learned from this quarter's data:
DEEOIC continues to collect data across multiple touchpoints, having increased from one data collection results in FY22 Q1 to ten results for FY23 Q2, the current reporting quarter. In analyzing this data, it has become clear that customers are overall happier with some interactions than with others. For example, in-person visits to our Resource Centers consistently receive the highest scores, whereas some other interactions, such as using the Energy Document Portal, are receiving lower scores on average. The Outreach and Customer Experience Unit has taken measures to increase customer understanding by developing a webinar to explain the portal and other available tools, and by developing customer-friendly infographics and educational materials. Data continues to show that the “employee interaction” category is a bright spot for customers, and that there are continued pain points in the category of “trust”. In addition to the results reported here, the OXCU team conducted a series of focus groups with customers in order to get more in-depth feedback and also regularly conducts follow up phone interviews with customers who complete surveys and indicate that they’d like to have a further conversation with the team.
Service details
Description | Claimants use the Energy Document Portal |
Transaction point | Following document upload |
Channel | website |
People served | 9372 |
Surveys offered | 9372 |
Responses | 10 |
Description | Claimants visit a DEEOIC Resource Center in person |
Transaction point | Following an in person visit |
Channel | in_person |
People served | 555 |
Surveys offered | 555 |
Responses | 19 |
Description | Phone assistance for Medical Benefits |
Transaction point | Following phone call initiated by customer. |
Channel | automated_phone |
People served | 6501 |
Surveys offered | 6501 |
Responses | 19 |
Description | Webinars related to program policies and benefits |
Transaction point | Immediately following webinar attendance |
Channel | |
People served | 246 |
Surveys offered | 246 |
Responses | 40 |
Q1 2023
What we learned from this quarter's data:
DEEOIC has increased our feedback collections quarter over quarter for the last 6 quarters. As we have progressed from one data collection result in FY22 Q1 to the current quarter’s nine results, we have learned that by collecting feedback from customers across different touchpoints we deepen our understanding of the overall customer experience. Data continues to show that the “employee interaction” category is a bright spot for customers, and that there are continued pain points in the category of “trust”.
In an effort to increase customer trust and transparency, the DEEOIC CX staff conducted a webinar in FY23 Q1 to discuss the Customer Experience Program.
Additional CX efforts included the revision of a customer acknowledgement packet to improve ease and understanding.
Service details
Description | Claimants use the Energy Document Portal |
Transaction point | Following document upload |
Channel | website |
People served | 3598 |
Surveys offered | 3598 |
Responses | 8 |
Description | Claimants visit a DEEOIC Resource Center in person |
Transaction point | Following an in person visit |
Channel | in_person |
People served | 338 |
Surveys offered | 338 |
Responses | 13 |
Description | Customers file a claim for Home Health Care |
Transaction point | Claimants have recently filed a claim |
Channel | postal_mail |
People served | 2000 |
Surveys offered | 2000 |
Responses | 665 |
Description | Phone assistance for Medical Benefits |
Transaction point | Following phone call initiated by customer. |
Channel | automated_phone |
People served | 7037 |
Surveys offered | 7037 |
Responses | 28 |
Description | Webinars related to program policies and benefits |
Transaction point | Immediately following webinar attendance |
Channel | |
People served | 233 |
Surveys offered | 233 |
Responses | 23 |
Q4 2022
What we learned from this quarter's data:
The DEEOIC CX Team continues to collect data across different customer touchpoints. This data is analyzed in order to determine the bright spots and pain points of customers. Several completed survey data sets have been analyzed and recommendations for programmatic improvement have been made to senior leadership. Several recommendations have already been implemented. As an example, we have collaborated with the DEEOIC Business Process Owners to make improvements to a web-based customer portal, allowing for electronic signature on claims forms and improving language for ease of use.
Service details
Description | Claimants visit a DEEOIC Resource Center in person |
Transaction point | Following an in person visit |
Channel | in_person |
People served | 98 |
Surveys offered | 98 |
Responses | 7 |
Description | Phone assistance for Medical Benefits |
Transaction point | Following phone call initiated by customer. |
Channel | automated_phone |
People served | 6986 |
Surveys offered | 6986 |
Responses | 34 |
Q3 2022
What we learned from this quarter's data:
We have expanded our feedback collection efforts each quarter throughout FY22 and have examined pain points and bright spots and making recommendations for programmatic improvements to senior management based on survey results.
Service details
Description | Phone assistance for Lump Sum Compensation |
Transaction point | Following phone call initiated by customer. |
Channel | automated_phone |
People served | 15390 |
Surveys offered | 15390 |
Responses | 36 |
Q2 2022
What we learned from this quarter's data:
This quarter we learned that timeliness, transparency and communication matter most to our customers.
Service details
Description | Claimants contact DEEOIC by phone for assistance. |
Transaction point | Following phone call initiated by customer. |
Channel | automated_phone |
People served | 16152 |
Surveys offered | 16152 |
Responses | 35 |
Description | Claimants receive reimbursement for out of pocket travel expenses related to medical care for an accepted condition |
Transaction point | Following the receipt of monetary travel reimbursement |
Channel | paper |
People served | 2503 |
Surveys offered | 2000 |
Responses | 856 |
Previously-reported Services
Prior to the first service designation exercise in 2022, HISPs were collecting data using methods unique to each agency, resulting in data that was not standardized. This previously-reported data was collected to increase visibility and awareness regarding customer experience through feedback data. Per A-11 guidance, service providers will collect feedback in a more standardized way.
Contacting the Employees Occupational Illness Compensation contact center
Description
The Division of Energy Employees Occupational Illness Compensation (DEEOIC) protects the interests of workers who were injured or became ill on the job, or their families, by making timely, appropriate, and accurate decisions on claims and providing prompt payment of benefits to eligible claimants. Incoming customer phone calls to the Energy Employees Occupational Illness Compensation Call Center program are surveyed.
Quarterly data reported
Q1 2022
What we learned from this quarter's data:
We have learned that overall satisfaction and interaction with employees are the highest scored categories. Ease and efficiency are the lowest scored categories. These results are consistent across multiple touchpoints.
Service details
Description | Claimants contact DEEOIC by phone for assistance. |
Transaction point | Following phone call initiated by customer. |
Channel | phone |
People served | 14750 |
Surveys offered | 14750 |
Responses | 75 |
Q4 2021
What we learned from this quarter's data:
DEEOIC significantly expanded our data collection efforts in the most recent quarter. We are currently in the process of analyzing the data and are identifying stakeholder bright spots and paint points.
Service details
Description | Response to incoming calls from DEEOIC stakeholders |
Transaction point | Opportunity to participate in the survey is provided when the incoming call is answered by the automated system. |
Channel | automated_phone |
People served | 15966 |
Surveys offered | 15966 |
Responses | 128 |
Q2 2021
What we learned from this quarter's data:
Touchpoint is incoming customer phone calls to OWCP DEEOIC program district and final adjudication branch offices from stakeholders including claimants, authorized representative or claimant advocate, physician, and other medical providers. See the ““OWCP to OMB question mapping”” tab for how OWCP’s IVR survey maps to the seven OMB questions. This shows that although only the overall satisfaction question maps in a way that can be reported here, the IVR survey does provide information relative to four out of five of the other questions. Reporting for this quarter reflected a very modest decrease in the volume of customers calling the district offices during the performance period ( 37,746 as compared to 38,858 ). The total amount of calls to the district offices and Final Adjudication Branch combined were statistically equal to last quarter. Overall satisfaction results reflect a 9% increase in those very satisfied with their call, and targeted percentages for responses to telephone inquiries were again exceeded. All other data reported for this reporting period was consistent with the report for last quarter.
Service details
Description | Response to incoming calls from DEEOIC stakeholders |
Transaction point | Opportunity to participate in the survey is provided when the incoming call is answered by the automated system. |
Channel | automated_phone |
People served | 42569 |
Surveys offered | 42569 |
Responses | 181 |
Claimant Benefits Surveys
Description
Quarterly data reported
Q4 2021
What we learned from this quarter's data:
DEEOIC significantly expanded our data collection efforts in the most recent quarter. We are currently in the process of analyzing the data and are identifying stakeholder bright spots and paint points.
Service details
Description | Survey to claimants who have recently received a final decision on their claim |
Transaction point | After receiving a final decision on claim |
Channel | paper |
People served | 3740 |
Surveys offered | 2000 |
Responses | 620 |