Click on the High Impact Service Provider below to learn more about the actions they’re taking to improve customer experience and performance of designated services.


Service provider

Description

The Employee Benefits Security Administration (EBSA) is responsible for ensuring the integrity of the private employee benefit plan system in the United States. EBSA's oversight authority extends to nearly 734,000 retirement plans, 2 million health plans, and 662,000 other welfare benefit plans, such as plans providing life or disability insurance. These plans cover about 158 million workers and their dependents, with over $12.9 trillion in plan assets. In FY 2021, EBSA recovered over $2.4 billion for plans, participants, and beneficiaries.

This HISP was newly designated and will complete action planning in FY22.

Designated Services


Service

Using website resources to maximize retirement and health benefits

Description

EBSA’s website includes information about specific situations including changing jobs, marriage and domestic partnerships, childbirth and adoption, separation and divorce, death of a family member, and preparing for retirement, among others, and how complex situations can impact retirement and benefits planning.

Why this service was designated

Currently, there is a need for materials on the website, publications, and assistance to be produced in a variety of formats and languages. Accessibility in both form and delivery is a priority. The goal is to ensure inclusion of all communities while incorporating new features for improved usability. EBSA’s aim is to improve the delivery of timely, unbiased, and accurate information that can improve health and retirement outcomes.

Service

Using website resources to assist organizations with compliance

Description

Organizations that employ people need to abide by provisions of the Employee Retirement Income Security Act (ERISA), which covers labor and tax aspects of employee benefit plans. Organization administrators can use the EBSA website to learn about ERISA policy, regulation, guidance or voluntary correction program. Additionally, customers can connect with a Benefits Advisor to get help with complex or specific matters.

Why this service was designated

EBSA educates and assists the nearly 158 million workers, retirees, and their families covered by approximately 734,000 private retirement plans, 2.0 million health plans, and 662,000 other welfare benefit plans holding approximately $12.9 trillion in assets. With 5.36 million visits to the site last year, the agency is updating the website to meet current needs of EBSA’s diverse audience.


Service provider

Description

The mission of the Employment and Training Administration is to contribute to the more efficient functioning of the U.S. labor market by providing high-quality job training, employment, labor market information, and income maintenance services primarily through state and local workforce development systems.

This HISP was newly designated and will complete action planning in FY22.

Designated Services

Previously-reported Services


Service

Searching for careers, training, and workforce services using CareerOneStop

Description

Job seekers and those who help them use CareerOneStop for information regarding jobs, career pathways, training opportunities, and finding local help for work services such as UI benefits or contacting a local American Job Center. Specialized information on CareerOneStop includes everything from job search help for those re-entering communities with a criminal record to resources for people and businesses impacted by natural disasters, to Veterans and youth-specific employment opportunities.

Why this service was designated

CareerOneStop is the nation’s most trustworthy provider of comprehensive, integrated, relevant, and personalized workforce information tools and resources on any desired electronic delivery system. These tools and resources serve job seekers, students, workers, workforce intermediaries, and employers to enhance their employment opportunities and business prosperity by delivering integrated, easy-to-understand workforce information that helps job seekers, students, workers, workforce intermediaries, and employers develop their capacity and make sound economic decisions in the new economy.

Service

Using CareerOneStop APIs to integrate into web content

Description

CareerOneStop contains a wealth of information for anyone searching for information on jobs, careers, training, and finding local help for work services such as finding UI benefit information or contacting a local American Job Center. Providing APIs to both public and private sector websites quality information for the public to access regardless of where they seek it. The CareerOneStop (COS) API (Application Programming Interface) has two primary customers. The first is public websites run by state Labor Market Information (LMI) offices, local workforce boards, American Job Centers (AJC), or any public workforce system entity that has a website and would like to use COS information. The second customer group are private job posting websites, such as Indeed and Monster who use the information on COS (job postings, salary information, or anything else they wish to provide to their customers) to provide robust information for their clients.

Why this service was designated

CareerOneStop has over 1,000 registered API users with monthly downloads exceeding 56 million. Registered users include private sector companies such as EMSI, Indeed, Monster, Amazon, and Google, as well as public sector entities such as state labor market information offices, state workforce agencies, colleges, and research institutions.


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.

Service   Previously-reported

Accessing Career Services at an American Job Center

Description

More than 13 million job seekers sought assistance from a network of approximately 2,400 American Job Centers across the country. Nationwide, there are over 636,000 apprentices.


Service provider

Description

The Occupational Safety and Health Administration (OSHA) assures safe and healthful working conditions by setting and enforcing standards. OSHA’s Federal and state health inspectors ensure the health and safety of more than 130 million workers. In 2019, OSHA administered 33,393 Federal inspections and 42,603 State Plan inspections.


Designated Services

Previously-reported Services


Service

Applying for VPP recognition for exemplary safety systems

Description

The Voluntary Protection Programs (VPP) recognize employers and workers in the private industry and federal agencies who manage exemplary safety and health management systems and maintain injury and illness rates below national Bureau of Labor Statistics averages for their respective industries. In VPP, management, labor, and OSHA work cooperatively and proactively to prevent fatalities, injuries, and illnesses through a system focused on: hazard prevention and control; worksite analysis; training; and management commitment and worker involvement. To participate, employers must submit an application to OSHA and undergo a rigorous on-site evaluation by a team of safety and health professionals. OSHA verifies the safety and health program status at worksites to ensure they meet VPP safety and health standards. Union support is required for applicants represented by a bargaining unit. Once recognized as a VPP site, an employer is allowed to fly the VPP flag and use the logo on its website, highlighting their achievement. In addition, VPP participants are exempt from OSHA programmed inspections as long as they maintain their VPP status.

Why this service was designated

OSHA selected the Voluntary Protection Programs (VPP) for priority designation as it is OSHA’s premier recognition program for employers and employees who implement effective workplace safety and health management systems. Every year just under 100 applicants will seek VPP status. There are currently just over 1200 companies in Federal VPP representing more than 1 million workers. However, by learning from applicants and building OSHA’s understanding through direct feedback mechanisms, OSHA can improve the VPP application to increase the number of workplaces that proactively earn this important safety designation.

Quarterly data reported

Q4 2022

What we learned from this quarter's data:

For the next quarterly reporting, I would like to look at trends and breakdowns by Regions. We may not have enough information to get meaningful information from the Regions because many respondents leave that response blank.

Service details
Service provided: Applying for VPP recognition
Transaction point: Applying
Channel: in_person
People served: 16
Surveys offered: 16
Responses: 4


Service

Seeking reapproval for maintaining VPP-level safety systems

Description

The Voluntary Protection Programs (VPP) recognize employers and workers in the private industry and Federal agencies who manage exemplary safety and health management systems and maintain injury and illness rates below national Bureau of Labor Statistics averages for their respective industries. In VPP, management, labor, and OSHA work cooperatively and proactively to prevent fatalities, injuries, and illnesses through a system focused on: hazard prevention and control; worksite analysis; training; and management commitment and worker involvement. For VPP reapproval, ongoing participants are reviewed based on their annual self-evaluations and undergo a rigorous on-site evaluation where OSHA verifies the safety and health program status at worksites to ensure they continue to meet VPP safety and health standards. Almost half of all VPP participants have been in the program for 10 or more years. VPP participants are re-evaluated every three to five years to remain in the programs. If successful, VPP participants are allowed to fly the VPP flag, use the logo on its website, and continue to be exempt from OSHA programmed inspections while they maintain their VPP status.

Why this service was designated

There was no formal mechanism for collecting direct feedback from our customers. There are currently just over 1200 companies in Federal VPP representing more than 1 million workers. Every year approximately 250-300 VPP participants will seek reapproval. Focusing on existing VPP customers allows OSHA to explore customer experience activities with employers and worksites with whom OSHA has collaborative relationships allowing for greater transparency and also allowing OSHA to more quickly move to implement feedback recommendations.

Quarterly data reported

Q4 2022

What we learned from this quarter's data:

For the next quarterly reporting, I would like to look at trends and breakdowns by Regions. We may not have enough information to get meaningful information from the Regions because many respondents leave that response blank.

Service details
Service provided: Seeking reapproval
Transaction point: in person
Channel: in_person
People served: 82
Surveys offered: 82
Responses: 23


Q3 2022

What we learned from this quarter's data:

Apparently the survey is confusing some respondents. We have a few "1" ratings, but the comments are on the order of "wonderful experience. Pleasure to work with the representative."

Service details
Service provided: Seeking reapproval
Transaction point: in person
Channel: in_person
People served: 37
Surveys offered: 37
Responses: 23


Q2 2022

What we learned from this quarter's data:

Customers continue to be Very Satisfied or Satisfied with Customer Experience. Our weak point is still the amount of time it takes to receive an on-site evaluation.

Service details
Service provided: Seeking reapproval
Transaction point: in person
Channel: in_person
People served: 91
Surveys offered: 91
Responses: 26


Q1 2022

What we learned from this quarter's data:

In general, customers are satisfied or very satisfied with their interactions. Our number of surveys for VPP New Approvals is very limited right now because of COVID. We normally only have between 50 and 100 New Approvals in a Fiscal Year, and during COVID we had between 15 and 25.

Service details
Service provided: VPP Reapproval
Transaction point: Reapproval
Channel: in_person
People served: 23
Surveys offered: 23
Responses: 2



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.

Service   Previously-reported

Applying for Voluntary Protection Program status

Description

The Voluntary Protection Programs (VPP) recognize employers and workers in the private industry and Federal agencies who have implemented effective safety and health management systems and maintain injury and illness rates below national Bureau of Labor Statistics averages for their respective industries. Applicants and participants are surveyed upon final approval of new site or reapproval of an existing site.

Quarterly data reported

Q2 2022

What we learned from this quarter's data:

Customers continue to be Very Satisfied or Satisfied with Customer Experience. Our weak point is still the amount of time it takes to receive an on-site evaluation.

Service details
Service provided: Applying for VPP
Transaction point: Applying
Channel: in_person
People served: 2
Surveys offered: 2
Responses: 1



Service provider

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. 1. 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. 2. 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. 3. 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. 4. 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

Previously-reported Services


Service

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

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
Service provided: Claimants use the Energy Document Portal
Transaction point: Following document upload
Channel: website
People served: 1976
Surveys offered: 1976
Responses: 118
Service provided: 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
Service provided: 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
Service provided: Webinars related to program policies and benefits
Transaction point: Immediately following webinar attendance.
Channel: email
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
Service provided: 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
Service provided: Phone assistance for Medical Benefits
Transaction point: Following phone call initiated by customer.
Channel: automated_phone
People served: 15390
Surveys offered: 15390
Responses: 31
Service provided: Webinars related to program policies and benefits.
Transaction point: Immediately following webinar attendance.
Channel: email
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
Service provided: 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
Service provided: Webinar related to program policies and benefits.
Transaction point: Immediately following webinar attendance.
Channel: email
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
Service provided: 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


Service

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

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
Service provided: 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
Service provided: 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
Service provided: 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
Service provided: 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
Service provided: 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.

Service   Previously-reported

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
Service provided: 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
Service provided: 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
Service provided: 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


Service   Previously-reported

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
Service provided: 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