Riverside County California
The County of Riverside in Southern California, serving more than 2 million residents, entered the economic downturn strategically positioned with the iVOS platform to reduce overhead and clerical staff.
Aon Global Risk Consulting, which provides iVOS clients with claims expertise, sent a group of consultants knowledgeable about claim processes to shadow county staff for four weeks, inventorying every step of its claims process.
Aon provided two sets of flowcharts. One diagramed current workflows—from claims intake to claims closure—and it tracked every piece of paper and how it flowed through operations. The second flowchart illustrated how the county could streamline and incorporate best practices. The schematics emphasized the return on investment that could be achieved, from which a game plan was developed.
"We handled a significant volume of mail, paper, and storage in our office," said the county's deputy human resources director Lucy Williams. "Our goal was to go completely paperless. We improved the way we handled checks, making it a more secure and electronic process. Now all documents come into the office through an electronic iVOS work queue."
This has freed up significant space, so we were able to centralize our risk management and workers' compensation teams," Williams said. "The move alone has reduced leasing costs by $150,000 annually. Since our teams are located in one place and our data is on one system, we'll be able to create more synergy and work more collaboratively toward improved results."
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