Tyler Whitacre, CX Champion, Utah Labor Commission
Louise Schenk, Manager, Statewide Customer Experience
A workplace injury, a wrongful termination, navigating complex regulations—these situations are stressful enough without the added burden of complicated paperwork. The Utah Labor Commission understands this and is taking significant steps to ease that burden through a major digital transformation.
The Commission often interacts with the public during their most challenging times. Employees may be grappling with injuries or the loss of their jobs, seeking much-needed support through worker’s compensation or wage claims. Even employers striving to do the right thing can find themselves needing to correct violations or address penalties. In these moments, the last thing anyone needs is a confusing or cumbersome process.
The State of Utah is committed to providing excellent customer service across all government agencies. As part of this statewide Customer Experience (CX) initiative, the Utah Labor Commission is undertaking a major digital transformation to make its services more accessible and user-friendly. This initiative recognizes that interacting with government agencies can often be stressful, especially during difficult times. By streamlining processes and digitizing forms, the Commission aims to reduce that stress and provide a more supportive customer experience for everyone.
A Paper Chase No More: Embracing the Digital Age
Although the Commission had online applications for its most-used services, it relied on a mix of paper and downloadable forms for many steps in these services. This meant printing, scanning, and manual data entry – a time-consuming process for both the public and Commission staff.
The Commission envisioned an improved, user-friendly digital experience that would simplify the process for everyone involved. This commitment to user-centered design is a key principle of the statewide CX program. This vision sparked a journey to digitize all forms and create intuitive online processes.
What’s Going Digital? A Wide Range of Services
The scope of this digital transformation is significant. Thousands of forms are submitted each year, covering a wide range of services:
- Workplace safety complaints, ensuring a safe working environment for all.
- Applications for hearings, providing a fair and accessible avenue for dispute resolution.
- Requests for inspections of boilers, elevators, and other equipment, protecting public safety.
- Workplace and housing discrimination complaints, upholding equal rights and opportunities.
- Reports of workplace accidents and injuries, ensuring proper documentation and follow-up.
- Applications for waivers of worker’s compensation coverage, providing flexibility where needed.
The Commission had online applications to initiate nearly all of these services. However, it did not have digital versions of many forms necessary to complete them. In total, the Commission identified 36 essential forms used by a diverse range of individuals – employees, employers, tenants, landlords, and more. Bringing these forms online alleviates the need for printing, scanning, and downloading, and data entry, saving everyone valuable time and effort.
The Journey to a Digital Future: A Story of Progress
Transforming a paper-based system into a smooth digital experience is a journey, not a sprint. The Utah Labor Commission embarked on this journey with careful planning and dedication. The first step was a crucial one: selecting the right technological foundation. Choosing the right web development platform was like choosing the right tools for a craftsman – it had to be robust, reliable, and adaptable. After careful evaluation and testing, they found the perfect fit – a platform that not only meets their current needs but also allows for future growth and adaptation.
With the foundation in place, the team embarked on a comprehensive review of all existing forms. It was like organizing a library, carefully cataloging and streamlining each piece of information. This process led to the elimination of redundant and outdated forms, ensuring a more efficient and user-friendly system.
Then came the exciting part: bringing the forms to life online. The team didn’t just aim to digitize existing paper forms; they reimagined them for the digital world, focusing on clear instructions, intuitive navigation, and accessibility. As of November 2024, twelve forms have successfully made this digital leap, with several more in the final stages of testing, ready to be launched. Each new form going live is a milestone on this journey, a testament to the hard work and dedication of the team. The Commission is confident that by the end of the fiscal year, this digital transformation will be complete, providing a smoother, more accessible experience for everyone.
The Utah Labor Commission’s digital transformation is a prime example of how state agencies are working to improve customer experience and provide more efficient and accessible services for all Utahns, in line with the statewide CX goals.
More importantly, each new form represents a tangible improvement in the lives of the people who interact with the Commission. It means less time spent wrestling with paperwork, less frustration navigating complex processes, and more time focusing on what truly matters – whether it’s recovering from an injury, getting back on their feet after a job loss, or ensuring their business is operating in compliance. The Commission is confident that by the end of the fiscal year, this digital transformation will be complete, providing a smoother, more accessible, and ultimately more supportive experience for everyone who needs their services.