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Office of Worker Compensation Programs, Department of Labor

Division of Energy Employees Occupational Illness Compensation


Supports 227,000 beneficiaries who became ill or injured on the job

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The Office of Workers' Compensation Programs (OWCP) administers four major disability compensation programs which provide wage replacement benefits, medical treatment, vocational rehabilitation and other benefits to certain workers or their dependents who experience work-related injury or occupational disease. These programs, the Energy Employees Occupational Illness Compensation program, the Federal Employees' Compensation Program, the Longshore and Harbor Workers' Compensation Program, and the Coal Mine Workers’ Compensation Program, serve the specific employee groups who are covered under the relevant statutes and regulations by mitigating the financial burden resulting from workplace injury. In administering the programs, OWCP seeks to protect the interests of eligible workers, employers and the Federal Government by ensuring timely and accurate claims adjudication and provision of benefits, by responsibly administering the funds authorized for this purpose, and by restoring injured workers to gainful work when permitted by the effects of the injury.

CX Plans and Progress

Service design artifacts to support Customer Experience planning and change management. Each agency generates operational data; including web traffic and customer feedback.

Progress

View CX Feedback Data
Digital Analytics Data
Operational Data
Reporting Notes

CX Feedback Data

During this quarter, the HISP collected feedback under a PRA clearance that does not all for public disclosure. HISPs are required to establish the new A-11 Section 280 generic clearance that allows for public reporting by October 1, 2020.

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During this quarter, the HISP collected feedback under a PRA clearance that does not all for public disclosure. HISPs are required to establish the new A-11 Section 280 generic clearance that allows for public reporting by October 1, 2020.

Digital Analytics Program Data

Operational Data

Call Volume and IVR Survey Participation

District Office FY19 Q2 FY19 Q3 FY19 Q4
Incoming calls 28,670 31,388 33,262
Required a return call 20,350 22,417 24,006
Returned within one day 96% 97% 97%
Returned within two days 99% 99% 99%
Opted in for the survey 229 1461 1,608
Completed the survey 46 312 297
% Completing the survey 0.2 21% 18%
Final Adjudication Branch FY19 Q2 FY19 Q3 FY19 Q4
Incoming calls 1,286 1,675 1,828
Required a return call 951 1318 1,447
Returned within one day 90% 91% 96%
Returned within two days 97% 96% 99%
Opted in for the survey n/a n/a n/a
Completed the survey n/a n/a n/a
% Completing the survey n/a n/a n/a

Reporting Notes

  • CX Feedback Data: HISPs are currently in the process of aligning their customer feedback collections to seven government-wide CX measures. These measures align to specifically worded questions that agencies may make minimal changes to (to ensure relevancy for their context) and be scored on a scale of 1 to 5, with 5 indicating strong agreement with a measure statement. Agencies that use a 10 point scale provide a calculation for converting results to a five point scale. Many are collecting customer feedback under clearances that did not include a provision to share this data publicly. HISPs without the current capacity to collect and share data using the government-wide measures must identify a target date for reporting of these metrics not to exceed FY 2021, Quarter 1.
  • Operational Data: HISPs were provided the opportunity to submit operational data in their quarterly reporting to OMB that provides context regarding their customers' experiences with their service.