1. 1 December 2010 Workers Compensation Claims Management Presented by: Sharon Roxby – Senior Manager, Claims Operations - Workers Compensation & Liability, TIO

2. The Past Commercial & Government claims teams managed differently SLA had ability to support duplication Minimal employer contact Minimal employee contact Staff turnover Varied processes and procedures

3. The Present Aligned processes and procedures Focus on outcomes, not processes Active interaction at key review points Revised SLA Reviews with agencies Improved communications with DBE/WIS Enhanced reporting Right person/right role recruitment Clear claims officer competencies

4. The Future Continue to build on process improvement Continue engagement of all key stakeholders and key review and activity points Focus on ‘soft skills’ training More active training and communication opportunities for, and with, agencies Stability of claims staff Consolidate the changes we have made Continue to do what we do well

5. Questions