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.

CareFirst and OpenConnect to Present at Health Plan Claims Conference

 

 

For Immediate Release

September 17, 2015

 

Contact: Michael Cupps

(972) 523-6690

mcupps@openconnect.com

 

CareFirst, OpenConnect to Discuss Improvement

of Claims Auto-Adjudication

CareFirst Vice President of Large Group Operations to serve as featured speaker at the

Health Plan Claims & Service Operations Conference

 

Michael Cupps, OpenConnect Senior Vice President, and Sally Miller, CareFirst BlueCross BlueShield (CareFirst) Senior Vice President of Operations for Large Group Strategic Business Unit, will serve as featured speakers and panelists at this year’s Health Plan Claims & Service Operations Conference on October 26, 2015.

 

Cupps and Miller’s panel will focus on key areas in which analysis and automation can improve the claims process by reducing costs and decreasing pended claims. Miller will speak to CareFirst’s success in significantly improving operations through the identification and utilization of previously uncaptured data, and the capacity to deploy software robots to process work.

 

“The opportunity to improve operations first pass rates and to demonstrate significant savings for health plan claims is a prime target for RPA,” said Cupps. “Utilizing analytics to target the most costly claims or edit codes, then automating them allows organizations – as CareFirst has demonstrated – to optimize human capital, improve customer service and lower administrative costs in an increasingly competitive market.”

 

WHAT: Health Plan Claims & Service Operations Conference

 

WHO: Sally Miller, CareFirst Vice President of Operations, Large Group Strategic Business Unit and Michael Cupps, OpenConnect Senior Vice President.

 

WHERE: Westin Las Vegas Hotel, 160 E Flamingo Rd, Las Vegas, NV 89109.

 

WHEN: Monday, October 26 – Tuesday, October 27, 2015. Miller and Cupps will speak on October 26 at 1:10 p.m.

 

CONTACT: Michael Cupps at (972) 523-6690 or mcupps@openconnect.com.

Measure Twice – Cut Once

For a carpenter, hasty cuts can result in an expensive loss of time and materials. Hence, the phrase “measure twice; cut once”. Applying this “measure twice & cut once” principle to back-office operations simply means; you can’t improve what you don’t measure.

[Whitepaper] IDC Analyst Connection: What Gets Measured Gets Better: Improving Performance

“WorkiQ is helping us have effective conversations with employee’s we were previously unable to have.” – Manager of Business Intelligence, Top Blue Cross & Blue Shield Plan

Many employees, especially those who choose back-office careers, are unable to communicate their challenges to managers or peers. One of the largest health plans in the country recently provided a great example.

A claims examiner, who we will call “Mary”, was consistently missing production numbers. The health plan’s claims system could report the number of claims Mary worked, and her average time-per-claim, but it could not explain “why” she was below team standards. After several warnings, Mary was on the verge of disciplinary action. With a WorkiQ pilot about to start, her management decided to wait until they could analyze her daily activity.

It turns out that Mary was not taking breaks, and her lunch was rarely more than 10 minutes. She spent more time in “productive” applications than anyone on her team, but this effort was not reflected in the output of her work.

Mary’s WorkiQ dashboard revealed that she was spending her breaks doing research through company documents and online resources. As a result of real-time data, it was easy to determine she did not have the training to perform at expectations. Working with her manger, Mary was able to join the proper training programs, and she was partnered to a mentor. Employee turnover is a huge expense in money, time and resources, WorkiQ is providing valuable empirical data to help Insurance companies successfully evaluation workforce performance based on facts.

By adding a layer of operational visibility through desktop analytics, Mary is now one of her department’s top performers. In the future, Mary can use a peer-comparison dashboard to see if other top performers have found more efficient ways to process claims.

WorkiQ Peer Performance Comparison
Peer Performance Comparison Dashboard – WorkiQ Desktop Analytics

Stories like this are fairly common, and a similar case occurred here at OpenConnect with one of our developers. To learn more about how desktop analytics can help your operations department, continue reading The positive impact of “Big Brother” software.

Analytics and Automation for the Back Office

5 reasons Back Office Operations are interested in workforce analytics & automation

  1. Measure in Real-Time
    On average US employees waste 2 hours a day beyond breaks and lunch hour. Real-time workforce analytics will capture activity in real-time of all associates, even those at-home, to identify productive and unproductive practices. WorkiQ captures all counts, time, and outcomes of activity so work can be categorized and managed.
  2. Manage in Real-Time
    Employees perform at varying levels of productivity and efficiency based on training, engagement, experience, and even acute situations in their personal life. Effective managers need reliable operational intelligence to identify if workers need training or if they are not optimizing work hours. WorkiQ provides the operational intelligence needed to identify, improve, and reward employ­ees through real-time management dashboards.
  3. Improve in Real-Time
    Dramatic productivity improvements start with increased engagement. Through awareness, scorecards and gamification; WorkiQ work­force analytics delivers a wide range of reports that empower people at every level of the company to compete and engage. Through real-time metrics, as opposed to infrequent performance reviews, associates know how they are performing in com­parison to their peers, where they excel, and where they can improve. Managers can compare employees with accurate stan­dards, reward superstar performers, and see where their team ranks against other groups or departments.
  4. Optimizing labor costs
    Companies using data-driven decision-making were, on average, 5% more productive and 6% more profitable than their competitors. Back office operations largest cost is labor. By using WorkiQ, you are able to identify empty labor and recapture productive hours, identify the true need for overtime costs, and utilize real-time data to measure the ability to work the inventory.
  5. Robotic Process Automation
    A natural utilization of operational intelligence is identifying opportunities for robotic process automation (RPA). Identifying and replacing routine or repetitive back office work with software robots enables companies to save considerable expense. Insurance companies, for example, use robots for their claims / auto-adjudication improvement. With a complete solution to identify, configure and execute, OpenConnect automation provides a complete solution providing significant savings back to your company.

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.

Manager’s Dilemma: Who Are Your Most Efficient Employees?

Can you identify your most efficient employees in the back-office? Who completes the most work in the least amount of time? Who has figured out the trick-of-trade that you should train to new recruits? In this manager’s dilemma, I walk through a standard Productivity Report in WorkiQ Workforce Analytics, and point out a few key insights that all managers should know.

This dashboard displays:

  • The number of work “widgets” completed by team member.
  • The average time each team member needs to complete a work “widget”.
  • The amount of time each team member was idle, busy in “non-productive” applications, and busy in “productive” applications.
  • The amount of time spent in specific applications.

Request WorkiQ Demo

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

TEAM — What Does It Mean?

“There’s no I in Team”. “Dream Team”.  “A-Team”.

We have all been part of a team at some point in our lives.  As children, some of us played a sport and learned the meaning of being on a team.  As adults we root for our favorite football, soccer, high school sport, kids team.  We band together, sit on the same side combining all of our energy into our favorite squad.  There’s just something about being part of a like-minded group.

Super Bowl Sunday is coming, where we usually gather with friends/family to watch the big game.  If your parties are like ours, it’s usually pot-luck where guests bring a dish to share during the party.  Even the folks who wouldn’t know where to find their own kitchen never come empty handed.  Yes, it’s the pre-packaged veggie tray but they still contribute.  It’s sharing the load, participating….being part of that team!

In the work place it’s no different.  We are part of a team brought together to reach a goal.  Each of us have a role to play, a position we’ve been given to carry out duties to make the group successful.  When we all perform our respective tasks, the team wins.  We win as individuals.  Some days we are at our best, some not.  Sometimes we’re winning, sometimes not.  But we all still accountable to keep the team moving forward.   If we aren’t doing what’s needed, we’re on the wrong team.  Perhaps in work the word TEAM should stand for ‘The Employee Accountability Model’ (one of our customers actually shared this with us)!

So your favorite team may not be in the championship, but the commercials will be entertaining.  Someone will bring something homemade and it will be delicious.  It might even go well with your veggie tray.  No matter who you are betting on or who wins, look around you during the game.  You are with folks who wanted to share the time together, who joined in to contribute no matter the outcome.  Now look around your office as well.  We all want to be on a good team, because “Together Everyone Achieves More”!

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

Webinar: Improving Employee Performance Through Measurement

With the MLR requirement of the Affordable Care Act, healthcare payers are challenged to find ways of improving operating margins through employee performance and workforce optimization. Operational efficiency starts with understanding exactly how time is being spent today and accurately measuring resources against the right inventory of work (claims, enrollments, etc) at the right time. Fortunately, new automated tools and methods of capturing and reporting this critical data allow front line managers to dramatically improve the productivity of back office staff.

This webinar will explore emerging best practices in capturing and measuring back office productivity. Armed with accurate and real time productivity 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 of 30% or more.

You will learn:

  • How providing visibility through real time collection, measurement and on-going monitoring can impact productivity in back office operations
  • Best practice process improvement advice to enhance back office productivity
  • The power of an engaged workforce with an active voice in the productivity measurement approach and interpretation
  • Reduction of cost to gather workforce productivity in real time providing an increase in productivity by 30% or more

Speakers:

Jim Sinur, formerly Distinguished Analyst, Gartner Group, is an independent thought leader in applying business process management (BPM) to innovative and intelligent business operations (IBO). His research and areas of personal experience focus on business process innovation, business modeling, business process management technology (iBPMS), process collaboration for knowledge workers, process intelligence/optimization, business policy/rule management (BRMS), and leveraging business applications in processes. Jim is also one of the authors of BPM: The Next Wave.

Dr. Edward M.L. Peters is the Chief Executive Officer of OpenConnect, Dallas, Texas.  As a technology innovator and entrepreneur, Dr. Peters has received numerous awards including the 2004 Maryland Technology Council, Entrepreneur of the Year, the IBM/GUIDE International President’s Award, the R/A/D Award for Excellence in Repository-Based Application Development and a Lehigh University Williams Prize. He was also an Ernst & Young Entrepreneur of the Year Award Finalist in 2003, 2004 and 2010.

He is the author of numerous publications ranging from scholarly peer-review journals to popular media such as The Hill Congressional Newspaper, Forbes, and The Financial Times. He is also the author ofThe Paid-for Option, Using Process Intelligence to Close the Healthcare Knowledge Gap.