Should Employees View Analytics Reports?

Operational analytics products such as OpenConnect’s WorkiQ provide insight into employee activity, helping you better understand how your employees perform their daily activities. Some solutions, including WorkiQ, also allow employees to view reports showing their activity compared to their peers’.

There is a growing debate over whether employees should have direct access to their analytics data. Some managers believe that a user who can view his own data will use it to help improve his performance. Other managers believe that employees will use the data against management, or will spend too much time looking at data instead of working.

As you would expect, there are advantages and disadvantages to letting an employee have access to her analytics data. The advantages include:

  • It makes her feel in control, and less like she’s being watched.
  • By comparing her activity with that of her peers, she’s energized to perform better and gains more pride in her work as she watches her own improvement over time.
  • It gives her control of her own destiny and allows you to better manage her expectations as an employee.

On the other hand, some of the reasons you should be cautious about allowing an employee to view his own reports are:

  • He might spend a lot of work time constantly looking at his data.
  • If the data shows that he’s performing poorly, he tends to challenge the data, which could cause a confrontation with his manager.
  • He can use the data to demand pay raises or other rewards.

As a result, you should consider these advantages and disadvantages before allowing your employees direct access to their own data. Each working environment is different; so only you, the person managing your team, can truly understand the potential impact of each approach.

Another Way to Provide Transparency With Analytics Data

If you want to be transparent and allow your employees to see their data, but you’re concerned that they will spend too much time looking at reports, there’s an alternative approach you can try. Instead of giving employees direct, real-time access to the reports, use WorkiQ to create a peer report (shown below). This is a chart that shows how an employee has performed, over time, compared to her peers. In the employee’s peer report, she doesn’t see data for each of her individual peers; rather, she sees a single attribute that represents the average for all peers.

WorkiQ peer report

You can share the peer report with the employee, either via an automatic emailing or by showing him the report during your weekly one-on-one meeting with him. This removes the disadvantages of allowing direct access to the reports, but still provides the feedback employees need. Some employees will still challenge the report, regardless of how and when it’s delivered to them; but most employees will welcome the feedback.

This Is What Success Looks Like…

Last week I had an opportunity to present alongside Sally Miller (VP of Operations at CareFirst) at the Healthcare Claims & Services Conference in Las Vegas.

The basis of the presentation was to review how CareFirst is continuously improving claims operation through the usage of analytics and automation (robots). While I can’t publically detail CareFirst’s outcomes, I will say the results they are receiving are very impressive. From a broad perspective, my observation is that CareFirst has taken action in three key areas that are leading them to exponential operational improvements.

Organizational Alignment

Sally and team are aligned to identify and execute operational improvements. Utilizing OpenConnect analytics, a team evaluates and prioritizes high ROI automation projects.

This team then documents the requirements and hands off to the robot scripting team. Then an operation team pushes the robots into production. This conviction to continue process improvement allows CareFirst to maximize investment in technology and people with a high rate of return.

Focus on high value automation

Once edit codes have been ranked, the teams focus on requirements and execution on the edit codes that will increase First Pass Rates (auto-adjudication). Using this value-lens, CareFirst operations can utilize robots to guide organizational improvement across the enterprise, and ultimately deliver both financial and service-level results back to their members and providers.

Not a single platform

Many payers only consider automation within their core system. However, the CareFirst team utilizes multi-platform robotic process automation to solve enterprise-wide challenges. This approach has led them into automation that includes mainframe, web services, and other types of platforms. They are currently working to automate new opportunities such as cash receipts, member/physician look up from third party applications, and other Blue Association applications.

We appreciate CareFirst as a customer utilizing OpenConnect solutions for analytics and automation. I for one am very impressed with their organizational approach for business improvement. Well done!

Advanced WorkiQ Training

OpenConnect has introduced new advanced training packages that enable our customers to maximize the value of their WorkiQ investments.

WorkiQ, the first desktop analytics suite designed specifically to measure back office operational intelligence, is fast becoming a standard in claims, enrollment, and membership in the largest Health Plans in North America.   Our customers are seeing, on average, a 3-5 month payback in savings and productivity efficiencies.

The new advanced training programs are designed to support growth into new teams or business units, enhancing the usage of the data through new reports and dashboards.   The training is provided either on-site at a customer location or it can be delivered virtually for remote teams.   Below is a brief description of the new courses.

WorkiQ Advanced IT Training (1 day)

The Advanced IT Training provides more in-depth server maintenance and troubleshooting tips including database queries and health checks.

WorkiQ Advanced Admin Training (1 day)

The Advanced Administration Training goes deeper into employee management and trouble-shooting, covering license management, Gatherer status checks and using Gatherer Groups to separate Gatherers for troubleshooting or testing new features.

WorkiQ Advanced Report Training (1 day)

The Advanced Report Training takes WorkiQ reporting to a new level, with instructions on how to add external reports and build custom web pages that can be displayed through WorkiQ, as well as tips on using the Chart Wizard and Datasets.

WorkiQ Mentoring (1 day)

WorkiQ Mentoring can be used for more personalized, one-on-one training on any topic or area of WorkiQ.

WorkiQ Process Training (1 day)

Process Training teaches WorkiQ Administrators how to define and implement Processes and view the results of the Process Data through WorkiQ reports.  Process Training includes use of the Desktop Designer – WorkiQ’s tool for designing panels for Processes.

 

If your organization is ready to enhance your usage and knowledge of WorkiQ, please contact your Account Executive for pricing and availability.

 

OpenConnect at AHIP Institute 2015

OpenConnect is excited to sponsor and exhibit at  AHIP Institute 2015! There is an impressive line up of excellent speakers and topics. We look forward to spending time with our customers and potential customers in these sessions and throughout the exhibit hall.

We will be at booth #1149 on Wednesday 6/3 Noon to 7pm and all day on Thursday 6/4. Stop by for a demonstration of desktop analytics and ask about automation solutions. We can share how our Health Insurance customers are seeing significant payback and benefits using these tools.

Join us for southern hospitality and country music with the great Martina Mcbride on Wednesday evening! See you in Nashville!

 

Desktop Analytics for HR

5 reasons HR is interested in desktop analytics

  1. Accurate and real-time performance measurement
    Identifying top performing teams and individuals is critical to building a culture of accountability and high employee engagement. WorkiQ provides the operational intelligence necessary to evaluate true staffing needs, reduce outsourcing, and lower the overall costs of operations. By providing real-time dashboards with insights into the actual performance at any given moment your managers will be empowered to provide guidance for optimal performance.
  2. Increase employee engagement
    Companies with “Highly Engaged” employees outperform other companies by 23%. Identifying areas based on true performance measurement to reward top employees is difficult for most companies. Real-time workforce analytics provides the ability to see in real-time top performers. With this info companies can introduce gamification, leader boards, and rewards systems to encourage new levels of engagement.
  3. Identifying hidden potential
    Analytics can be used to identify high-performing teams and individual team members. Analyzing patterns of successful work results enables companies to spot individuals who outperform their peers, utilize their time efficiently, and analyze the best use of business applications to complete the job at hand.
  4. Identify coaching opportunities
    On average US employees waste 2 hours a day beyond breaks and lunch hour. However, most companies only have self-reporting methods to track the amount of work and time spent on various tasks. Real-time collection and reporting reveals instant performance measurement of both in-house and remote employees it allows for “in the moment coaching” opportunities and significantly recaptures empty labor hours.
  5. Sourcing Big Data for workforce analysis
    Do you have the right amount of people assigned to the appropriate inventory of work? How many people do you need to handle open enrollment this year? Take the guessing out of staffing; WorkiQ provides data on actual activity and work productivity providing true FTE analysis insuring your company has the right size team for the workload.

Analytics for Insurance Summit

OpenConnect CEO Dr. Edward Peters to Discuss the Potential of Technology and Data Capture at the Analytics for Insurance Conference

Dr. Peters will be featured in a session at the Analytics for Insurance Conference titled “Understand how analytics is changing claims handling and underwriting”

Dallas, TX, March 20, 2015 – OpenConnect, a leader in operational intelligence and workforce analytics software, today announced that CEO Dr. Edward M.L. Peters will be a featured speaker and panelist at the Analytics for Insurance Conference on March 25-26 in Chicago. Dr. Peters will focus on how technology and analytics can make claims handling more efficient and transparent.

The claims handling process involves massive amounts of data, but unfortunately much of this data has historically not been able to be tracked and measured in a meaningful way. Emerging technologies and the use of analytics that are capable of tracking this data can enable a new age of innovation and improvement in the claims handling process.

This session will look at a number of key areas in which automated processes and analysis can improve the claims process – in detecting fraud, reducing costs and creating real-time and actionable data. Dr. Peters will focus on how to identify and utilize previously un-captured data in ways the industry has not seen before. The ability to capture this data creates valuable and actionable analysis that can lead to greater efficiencies.

“In the claims process, only a small portion of the data are readily available for analysis, with a large portion going un-captured and therefore unavailable to analytical efforts,” said Dr. Edward Peters, Chief Executive Officer, OpenConnect. “‘Dark Events’ are discrete actions that affect the state of claims and normally go un-captured and un-recorded by most claims processing and analysis systems.  It is through the discovery, capture and analysis of ‘Dark Events’ that major improvements can be uncovered and realized.”

The Analytics for Insurance Conference takes place March 25-26 at the Hilton Chicago/Magnificent Mile Suites in Chicago, IL. Dr. Peters will speak on March 25th from 4:30pm – 6:00pm.

 

Media Contact

Tracy Donalson
Weber Shandwick, for OpenConnect
469-375-0236
tdonalson@webershandwick.com

Press Release — New Version of WorkiQ

OpenConnect Launches Upgraded WorkiQ Workforce Performance Measurement Software

Dallas, TX, January 21, 2015OpenConnect, a leader in business process intelligence and workforce analytics software and services, today announced WorkiQ 6.3, a new generation of the company’s successful workforce performance measurement solution. The new version of WorkiQ software provides even greater visibility into how employees perform their work, and a more detailed understanding of employee productivity rates.

WorkiQ is used by some of the country’s largest insurance providers, government agencies and financial services organizations to identify and codify the workplace traits of their high-performers, allowing all staff to benefit from these best practices; automate recurring tasks that have proven to be error prone; and improve employee engagement and accountability.

The new version of WorkiQ features the following enhancements:

  • Google Chrome Support – as many employers have implemented web-based applications, understanding work activity inside the browser is vital; WorkiQ 6.3 adds support for Google Chrome to the existing support for Microsoft Internet Explorer and Mozilla’s Firefox.
  • Advanced data capture – WorkiQ 6.3 is equally adept at gathering performance data whether an employee is in-house at work on a desktop, or is a remote/work-from-home employee logging in through a virtual network connection. Now with version 6.3, WorkiQ extends that data capture ability into the mainframe application environment, recording not just when and for how long an employee is logged-in to a mainframe, but which applications are being used most often and in what ways. Permitting a real-time view into the amount of work being completed.
  • Enhanced Process Tracking – WorkiQ 6.3 also now ships with advanced process tracking capabilities making it easier to re-use processes and sub-process models for fast and efficient configuration. This permits customers to measure multiple types of work, and categorization of the type of work being completed. While WorkiQ has supported the ability to track processes previously, this new enhancement will save administrators the time and money otherwise spent configuring new processes, putting useful data back into the hands of the back office managers.
  • User-friendly interface and next-generation reporting – WorkiQ 6.3 provides a simplified interface for both the IT administrator supporting the application as well as the user/manager benefiting from the application’s data. Advancements in reporting allow manager’s to receive a holistic view of their employees’ work activities across all platforms and applications they touch during the course of the workday.

“Keeping employees engaged and setting them up for success is more challenging than ever,” said Dr. Edward Peters, Chief Executive Officer, OpenConnect. “We’re working in digital environments and contending with the continued bombardment of interruptions throughout the workday. WorkiQ makes it possible to help employees understand and focus on the traits that generate success, improve production and reduce their company’s operating expenses.”

Pricing and Availability

WorkiQ 6.3 is available immediately. Pricing varies depending on specific customer configuration needs. For more information, please visit openconnect.com.

Request WorkiQ Demo

Media Contact

Greg Wise
Weber Shandwick, for OpenConnect
512-794-4716
gwise@webershandwick.com

Where Does the Time Go?

As another year turns the corner Father Time ticks on.   We look back on our 2014 activities and wonder…“where did the time go?”

Similarly on a daily basis I often look up from a busy day and realize it is almost time to shut down and often wonder… “Where did my day go?” The reality is very few people know how much time they spend on specific activities throughout the day.

Take for example, an Instant Message conversation.   A simple Skype IM comes in while you are working on an important presentation.   You immediately click to view the IM, respond, and change the entire focus of your mind.   While you may click back to the presentation, you just lost a few minutes and more importantly, it takes a little time to get re-focused.  What happens next – “bing” – they reply to your IM.   And the cycle continues.

This is not a rant on the evil ramifications of IM. I actually enjoy it as opposed to email, and it is part of our business culture. What matters however, is being able to track the available work time you have in a day and insure you are participating in the work that really makes a difference.

You may have read Josh’s recent post about the fitness tracker popularity.   Much like the trend of fitness trackers, we need to review where our teams spend their time. Using my own FitBit, I have awareness that I am extremely behind on my step goal today. While the tracking device doesn’t actually make me healthier, armed with this type of awareness in real-time I can endeavor to improve.  The same applies for back office teams.

WorkiQ will categorize work activity by application and process and begin to identify bottlenecks.   Armed with the data you can then coach employees in real-time on how to improve productivity and enhance overall work engagement.

Keep Father Time at bay and try WorkiQ as your ‘work Fitbit’. You’ve already identified goals for the New Year, let us help you identify how to reach them.

And welcome to 2015, wishing you all a great year!

Request WorkiQ Demo

Recorded Webinar — Improve Claims Processing Through Workforce Analytics

Webinar hosted by AHIP and WorkiQ recorded on December 9, 2014, featuring Molina Healthcare

Using technology to empower efficient claims processing

WorkiQ measures the activities of your back office team in real-time. With this data you can be proactive in re-capturing non-productive time and increase productivity in the process.

Molina Healthcare will discuss their experience using technology to support and improve claims operations. Areas such as process improvement, employee performance score carding and employee efficiency can all be directly impacted if the right technology is implemented.

Discussion topics include:

  • Electronic time motion study
  • Measuring claims examiners based on standards
  • Comparing claims examiners to their peers
  • Comparing time spent in productive activities that drive engagement

This webinar will explore emerging best practices using big data in capturing and measuring back office productivity. Armed with accurate and real time data, this webinar will also discuss a best practices approach to systematically improve back office operations through coaching, employee engagement strategies, and improving overall team productivity to breakthrough levels.

What you will learn by attending:

  • How providing visibility through real time collection, measurement and on-going monitoring can impact productivity in claims operations
  • Reporting and dashboard strategies to effectively improve employee engagement
  • The power of an engaged workforce with an active voice in the productivity measurement approach and interpretation

Click here to see the recorded webinar.

Smarter Work Through Workforce Analytics

As identified in our latest blog from Ed, “Achieving Rapid Payback on Real-Time Workforce Analytics…”, labor costs, overtime, contract workers and lost time due to ineffective measurements… are all challenges back office operations experience today. Now let’s take a few minutes to explore how your operation can get on the road to achieving that pay back in those significant loss areas.

There are 3 basic steps to a return on investment using workforce analytics.   Measure in real-time, Manage in real-time and Improve in real-time.   Let me explain further…

Current methods of self-reporting or attempting to gather information from multiple systems and consolidating to a single dashboard have proven either inefficient or inaccurate.   The only true method to payback is by instrumenting systems and processes that enable your People to have the data at their fingertips, providing the opportunity to “coach in real time”.   This approach has proven to provide real Results based on a Smarter Work approach.

Measure in real-time – By instrumenting your enterprise systems (desktops, virtual environments such as Citrix or the mainframe) your operation can begin collecting valuable big data on applications and websites being utilized; idle time, and time spent outside of productive applications. Without this real-time measurement, operations have little control over the timing of business agility or outcomes.  

Manage in real-time – Once this data is available to managers and directors decisions can be made in real-time about staffing, overtime and inventory distribution. These decisions can be made today vs. waiting for self-reporting or consolidated decisions that may be available tomorrow or later in the week.   These decisions can be based on facts in the moment regardless if staff is in the office, working from home, or even part of an outsourcing contract.

Improve in real-time – Now that decisions are being made on inventory and work. Overall team performance improvement begins to happen.   Recapturing lost time is finding new opportunities to improve individual performance, which rolls up to overall team improvement. Managers can now locate their true top performers to reward and recognize them, thus creating a culture of accountability and engagement.   Based on a Gallup Poll in 2013, “Companies with a highly engaged workforce outperformed other companies by 23%.”   Smarter Results!

WorkiQ is impacting back office operations in this manner today with immediate payback. It has been exciting to see the improvements our customers are attaining in months not years.

What is your WorkiQ?”

Request WorkiQ Demo