Governing for Results 13 - Washington State Digital Archives

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Department of Labor and Industries Electrical Refund Process Occasionally, customers who purchase electrical permits request a refund because of duplicate permits or cancellation of a job. For customers with contractor deposit accounts, refunds are made directly at region offices. For all other customers, refund requests are routed through the Central Office (Tumwater) for processing. In 1999, the refunds in Region 1, which is Everett north to Bellingham, took an average of six months to completely process. The region set a goal to handle the refunds more quickly, and, as a result, increase customer satisfaction. Their goal: to process electrical-contractor deposit permit refunds within five working days 75% of the time. A refund log and checklist were established and used as tools in auditing the process in Region 1 as well as the Central Office resulting in a faster response time. Results ★ Contractor deposit refunds were processed within five working days 85% of the time. ★ In 2000, refunds took an average of 7.5 days to process. Team Members: Mary Ann Kingma (Team Leader), Cassie Black, Don Slocum, Dennis Patterson, Beverly Kendall CONTACT: Mary Ann Kingma, (425) 647-7277 43
Department of Labor and Industries Injured Workers Get Exams Quicker Labor and Industries arranges Independent Medical Exams (IMEs) for injured workers to ensure they are receiving appropriate medical care or to rate permanent impairment. Requests for IMEs originate from the agency's central office. The request along with the workers medical history is mailed to a field service location for scheduling with local physicians. Sometimes this process can delay claim resolution, leaving the claimant or employer frustrated. In many cases, the worker cannot return to work without the IME, costing unnecessary wage-replacement benefits. With the cooperation of several divisions within the agency, a team found a way to save many days. The authorization letter is transmitted electronically to the scheduler, and the medical history information is mailed directly to the service location. Results ★ Statewide, injured workers see a doctor an average of at least 5 days faster. ★ In Eastern Washington, injured workers see a doctor an average of 6-13 days faster. ★ Cost avoidance of about $1.2 million annually for unnecessary wagereplacement benefits for the 5-13 additional days off work. ★ Decrease in customer frustration with less wait. Team Name: IME Scheduling Project Team Team Members: Linda Amundson, Nancy Barnes, Marsha Benson, Carol Britton, Steve Clement, Loris Gies, Don Green, Jeanne Guthrie, Sheryl Jessen, Barbara Kendrick, Sandra Leighton, Shirley Morris, Dave Owens, George Pickett, Carolyn Randall, Wanda Smid, Lori Warren, Rick Wickman CONTACT: Carol Britton, (360) 902-6818 44
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Governing for Results 13 - Washington State Digital Archives

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