Office of Risk Management SWOT Analysis Summary April 3, 2002 Use the key to advance through the slides. 22 1 April 2002 PARTICIPANTS
Tommy Arbour Penny Buchanan Mary Ann Christopher Jackie Connors Doris Copeland Kerry Dubea Melissa Harris Richard Hollowell Nancy Messina Sandra Porter Henry Rayborn Cindy Roman Pat Reed Jack Travis
Ann Wax Pam Whiteside Andre Comeaux Debra Lazare Gary Lee John Miles Keshia Thomas Richard Thompson METHODS Project Team Members
ORM Project Team Members 2 WHAT IS A SWOT ANALYSIS? This SWOT Analysis looks at the ORMs Strengths and Weaknesses as well as the Opportunities and Threats the ORM faces. By focusing on the key factors affecting the ORM now and in the future, this SWOT Analysis will provide a clear basis for making decisions. 3 HOW TO EVALUATE RESULTS Strengths and Weaknesses are those factors that are internal to the ORMthe aspects which the ORM can control. Opportunities and Threats should be external in nature; however, we looked at
both both internal and external factors in this exercise. 4 HOW TO EVALUATE RESULTS The following should be evaluated carefully. Look at Strengths and Weaknesses critically, as if from an outside perspective, i.e., from the viewpoint of someone outside of the ORM. An attribute is only a strength if it would be perceived as such by an external party. Opportunities and Threats need to be assessed in terms of both the likelihood of actually happening (probability) and significance to the ORM if they do happen (impact). Make a note of your top 3 factors in each category. If 5 STRENGTHS 1.
2. 3. 4. 5. 6. 7. 8. 9. Dedicated, knowledgeable and resilient staff Good working relationship with other State Agencies; customer service-oriented Willingness to improve Experienced core staff Self-Insured; ability to service claims better than commercial entity (i.e., TPA); familiarity with State environment; ability to influence coverage Accident Reconstruction Program Access; Quarterly Road Hazard Committee Meetings (inter-agency)
Organizational Structure Model tied to Division of Administration; different from other States Teamwork within the respective units Willingness to accomplish Mission Statement; no profit margin/not profit-driven 6 STRENGTHS Able to influence legislation; reduction of insurance cost 11. Purchasing easier via use of ISIS 12. Loss Prevention Training Program; improved communication with Safety Committee 13. On-site computer technical support 14. Open door policy of current upper management 15. ORM Claims Council 16. DRL Staffing regarding disposition of cases 17. Anticipation of new office space 18. ORM is a Hub for all other agencies 19. Civil Service/Federal Protection (Performance Evaluation/Measurement) 20. Inter-Agency Advisory Council
10. 7 WEAKNESSES 1. Inter-unit teamwork 2. Lack of funding as well as ability to monitor and control at the unit level 3. Training/Cross-training/Transition training 4. Employee turnover and shortage of personnel 5. Lack of strategic and tactical planning; lack of input by all levels of staff 6. Political pressure in Claims/UW handling, general funding and staff hiring 7. Inability to easily obtain statistical data 8. Lack of system integration (e.g., Corporate Systems and ISIS) 9. Corporate Systems not user-friendly 10. ISIS system downtime 8
WEAKNESSES 11. Inadequate promotional opportunities 12. Lack of communication 13. Inadequate filtering of pertinent information from upper management to lower-level personnel 14. Budgetary funds limited for supplies, training, equipment, etc.) 15. Ineffective assignment/allocation of personnel 16. Dismissal of problem employees because of Civil Service/Federal Protection 17. Claims investigation process 18. Litigation management 19. Going along with whats in place instead of making recommendations for change 9 20. Loss of subrogation opportunities WEAKNESSES
21. Lack of management team 22. Support for development of custom applications or modifications to existing systems 23. Inability to keep knowledgeable telephone receptionist 24. Children do not always play well together 10 OPPORTUNITIES Communications 1. Expand Loss Prevention Newsletter to include all of ORM 2. Training 3. Outreach/Inter-Agency Advisory Council; increase frequency 4. Make more data available to clients (with
the proper level of security and access) 5. Provide client-specific consulting more frequently with better information 6. Improved telephone systems (auto call director, rollover/operator support; call monitoring) (Note: OTM survey was done approx. 2 years ago.) 11 OPPORTUNITIES Technology (cont.) 1. Limited access and poor performance at 2. 3. 4. 5.
satellite offices. (Note: DSL access in the works.) Internet access for all ORM employees (Note: Already in the works probably before physical office moves.) Desktops for BR field personnel. (Note: Will be addressed with physical move.) Better use of listservs (e.g., insurance information notices, newsletter distribution, etc.) Better use of available technology (e.g., cross-population of data in integrated systems; eliminate duplicate entry of data) 12 OPPORTUNITIES Technology (cont.) 7. 8.
9. 13. 14. 15. 16. Automated tools identification, selection and acquisition process Expanded use of imaging technology More effective use of technology to identify buildings and property Enhance gathering of exposure information Centralized and automated ODRs and standards More access to client information (e.g., DPS crash reports, Dept. of Labor wage information, OGB, etc.) Better tracking of claim status and support for supervisory review 13
OPPORTUNITIES Training 1. Better use of technology for training 2. 3. 4. 5. delivery Skills gap analysis and measurement of training effectiveness Concentrated mini-courses (e.g., claims issues, policies/procedures, Microsoft Word, Microsoft Excel, e-mail, etc.) Enhanced use of digital technology Implement archival/retrieval system
Legislation 1. Bigger stick to enforce agency collections 2. Review of entities who are currently excluded 14 3. Proposed legislation that may negatively THREATS Litigation 1. Liberalization of workers comp laws or any adjudication processes 2. Absence of retroactivity of changes in the law (e.g., 95-96 legislative actions) 3. Judges, plaintiff attorneys, defense attorneys and jury selections (e.g., judges try to compensate for legislative restrictions, legislator/attorneys suing the State, judges who make ruling based on the will of his/her constituents, etc.)
4. Lack of control or adequate input on selection of defense attorneys 15 THREATS Commercial Markets 1. Terrorism exclusion 2. Mold and fungi exclusion 3. Insurance pricing increasing Miscellaneous 1. Funding tied to legislation 2. Medical costs inflation 3. Uncertainty of new office configuration and how central files will affect claims operation
16 DONT FORGET Make a note of your top 3 factors in each category. If your top factor is missing, add it!! Forward your input or comments to: Debra Lazare, [email protected] THANKS! 17
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