The Workers Compensation Board of Manitoba (WCB) invites firms to submit a Proposal for the following: Consulting services to assist in the development of a Channel Strategy to support the WCB's new five (5) year Strategic Plan.
Description of Services
The WCB requires the Contractor to develop a Channel Strategy for the WCB that at minimum will:
a) Describe the channels that need to be implemented to provide seamless and personalized customer service;
b) Identify the channels that are best suited to each customer group and the major subsets (personas) included in each customer group;
c) Identify the different personas and journeys for employer, workers, healthcare providers, and other providers;
d) Leverage voice of the customer techniques and build customer journeys that identify customer needs for various personas (this needs to include at a minimum employers, workers, and healthcare providers);
e) Incorporate human-centered design principles as part of the channel strategy;
f) Provide an omni-channel experience for WCB customers and providers;
g) Include best practices that have been used successfully to drive customers to self-service channels;
h) Ensure that the Channel Strategy supports multi-language customer service capabilities, and include what options are available for the WCB to achieve this;
i) Ensure that the proposed Channel Strategy is in conformance with WCB's policies, applicable privacy legislation, and The Accessibility for Manitoban Act;
j) Estimate expected cost savings in terms of percentages from postage and mass mailing, reduction in phone calls, etc. expected in future years;
k) Describe the implementation approach for the proposed Channel Strategy via a roadmap;
l) Define outcomes and key performance indicators (KPIs) that should be measured for each channel;
m) List the best practices adopted by other public sector service-based organizations in the area of channel strategies;
n) Provide channel management methodologies and best practices for promoting cross-functional alignment and collaboration for improved efficiency, better decision making, and higher overall channel performance and customer service ratings; and
o) Incorporate a continuous improvement process that regularly reviews channel performance, gathers feedback, and makes data-driven decisions to enhance WCB customer satisfaction.
The Services shall normally be performed during Business Hours. However, the WCB may request some of the Services to be performed outside Business Hours from time to time, as deemed necessary, in the unfettered discretion of the WCB. The Contractor shall not be entitled to charge overtime rates unless specified in the Fee Schedule.
The Vendor must have demonstrated experience and knowledge with the following:
a) Successfully developing channel strategies in service-oriented public sector entities or insurance services organizations, ideally with workers compensation boards;
b) Development of customer journey maps using voice of the customer techniques;
c) Incorporating human-centered design principles when developing channel strategies; and
d) Creative and successful customer experience service design, using a diverse set of technologies and channels to deliver strategic outcomes.
The Proposal is expected to include the Vendor's:
a) Methodology and approach to defining a Channel Strategy for public sector service-based organizations;
b) Experience with similar engagements involving defining channel strategies for public sector service-based organizations;
c) Typical approach to helping organizations shift their customers from traditional channels (phone, mail, fax, etc.) to digital and self-service channels;
d) Project plan, with milestones and schedule for delivering this Channel Strategy;
e) Overview of the proposed resource(s) being offered, including profiles of work which highlight their experience performing similar projects;
f) Description of the information, time, and resources that the Vendor will need from WCB in order to deliver this Channel Strategy; and
g) List of assumptions made in preparing its Proposal.
The Contractor will not be required to have and maintain workers compensation coverage for its workers who will be providing the Services, unless required pursuant to The Workers Compensation Act.
The Services shall be provided onsite at the WCB's facilities and from the Contractor's facilities, as applicable, unless otherwise agreed in writing.
Vendors are to specify in their Proposal what percentage of time the Services will be performed onsite at the WCB's facilities.
It is anticipated that the development of the Channel Strategy will not require more than six (6) months' effort by the Contractor to complete it. However, the WCB reserves the right to extend the original completion date if the Contractor identifies the need for feedback/input from WCB resources who will be unavailable to answer all questions and/or provide all necessary input during the initial six (6) months due to assigned job duties on other time sensitive WCB projects. The WCB will act reasonably to try to accommodate the Contractor's requests for access to WCB resources.
