Finding New Value in Data and Enhancing Its Utilization
We have seen significant shifts in many aspects of the employment environment over the last several years – generational workforce changes, expectation of remote work options, cultural and societal shifts, and wage inflation to name a few. Additionally, we have seen a significant increase in the use of technology in all aspects of our lives, which in turn increased exponentially the amount of data for analyzing, predicting, and projecting trends and tendencies. At the 2023 Workers’ Compensation Institute Educational Conference, a panel discussed the opportunities for inclusion of greater data elements in the process, how this data can indicate trends in claim behavior tendencies, and how to best utilize the data available now. Speakers included:
- Bryan Conner – Manager, Workers’ Compensation | American Airlines
- Susan Shemanski – Vice President, Risk Management | The Adecco Group
- Ramona Tanabe – President and CEO | Workers’ Compensation Research Institute
The Role of Data in Risk Management Programs
Data can help mitigate risks but also provide continuous improvement, help with return to work, assist in claims management, and improve training. A stronger focus on these benefits can provide claims visibility to upper management and the C-suite, so they know how to help better manage risks. It can also assist in employee safety program buy-in. However, phrasing it correctly to different levels of the organization is critical in developing effective organizational support.
Data is essential in proactive risk management. For example, wearables that provide haptic feedback give reports on employee motions, noting when outliers in bending, twisting, and reaching exist. Ergonomists can use this to immediately adjust working conditions, preventing potential injuries. This technology can provide incredible return on investment.
Key Aspects of Data
Insights on actionable items should be at the forefront of any workers’ compensation program. Return to work data is a perfect opportunity to drill down on the reason that the injured worker has not returned. Are they still out of work because the doctor has not released them? Or did the employer not have light duty work for them? It allows early adaption to meet the injured worker’s needs and get them back to work faster.
Cognitive hazard awareness can identify those risks outside of the obvious, like when employees are sleep deprived, working double shifts, not rotating jobs (especially in manufacturing roles), and continuous overtime. It can capture those items where safety needs to be adjusted to prevent losses. Virtual reality training like pilot training, and even forklift operations can identify early risks and standout employees committed to safer practices.
Opportunities for the Future
AI and machine learning are excellent in its use as a tool in assisting with the human touch. Automation helps us all to be more productive, but it cannot take the human connection out, which is critical in the workers’ compensation process. We should approach this tech with caution, and always review its results.
AI can help enhance injured worker advocacy. For example, one employer noted that they are using it to send out a letter to an injured worker 21 days before the closure of their claim, providing them details of what is next and contact information. This helped provide a higher touch to the process, and they noted a reduction in lost days away from work and litigation rates.