Q3 2023

What we learned from this quarter's data:

DEEOIC continues to collect data across multiple customer touchpoints. In analyzing the current quarter’s data, the team discovered two noticeable distinctions from the last quarter. The Energy Document Portal survey experienced a large increase (331%) in the number of responses from Q2. This increase is due to a CX initiative that expanded the survey by providing customers utilizing the new “file a new claim” or “complete benefit payment forms” functionalities the option to complete the survey. The team did notice that the overall scores on the EDP survey decreased which makes sense when considering that these newer functionalities are more involved than simply uploading a document to a case file. The Outreach and Customer Experience Unit is working directly with the Business Process Owners to address any specific technical challenges or general feedback that our customers provide during their EDP experience. There were also a greater number of survey responses for in-person outreach events due to an increase in DEEOIC in-person outreach. Outreach survey scores for Q3 remained similar to those reported in Q2, indicating that DEEOIC customers are generally happy with their experiences at these events. Feedback provided on these forms also show areas for improvement including suggestions on enhancing audio/visual systems and increasing advertisement. The feedback and suggestions from the outreach surveys are taken under consideration when planning future events. In addition to the results reported here, the OXCU team conducted a series of focus groups with customers in order to get more in-depth feedback from our customers.

Service details

Q2 2023

What we learned from this quarter's data:

DEEOIC continues to collect data across multiple touchpoints, having increased from one data collection results in FY22 Q1 to ten results for FY23 Q2, the current reporting quarter. In analyzing this data, it has become clear that customers are overall happier with some interactions than with others. For example, in-person visits to our Resource Centers consistently receive the highest scores, whereas some other interactions, such as using the Energy Document Portal, are receiving lower scores on average. The Outreach and Customer Experience Unit has taken measures to increase customer understanding by developing a webinar to explain the portal and other available tools, and by developing customer-friendly infographics and educational materials. Data continues to show that the “employee interaction” category is a bright spot for customers, and that there are continued pain points in the category of “trust”. In addition to the results reported here, the OXCU team conducted a series of focus groups with customers in order to get more in-depth feedback and also regularly conducts follow up phone interviews with customers who complete surveys and indicate that they’d like to have a further conversation with the team.

Service details

Q1 2023

What we learned from this quarter's data:

DEEOIC has increased our feedback collections quarter over quarter for the last 6 quarters. As we have progressed from one data collection result in FY22 Q1 to the current quarter’s nine results, we have learned that by collecting feedback from customers across different touchpoints we deepen our understanding of the overall customer experience. Data continues to show that the “employee interaction” category is a bright spot for customers, and that there are continued pain points in the category of “trust”.

In an effort to increase customer trust and transparency, the DEEOIC CX staff conducted a webinar in FY23 Q1 to discuss the Customer Experience Program.

Additional CX efforts included the revision of a customer acknowledgement packet to improve ease and understanding.

Service details

Q4 2022

What we learned from this quarter's data:

The DEEOIC CX Team continues to collect data across different customer touchpoints. This data is analyzed in order to determine the bright spots and pain points of customers. Several completed survey data sets have been analyzed and recommendations for programmatic improvement have been made to senior leadership. Several recommendations have already been implemented. As an example, we have collaborated with the DEEOIC Business Process Owners to make improvements to a web-based customer portal, allowing for electronic signature on claims forms and improving language for ease of use.

Service details

Q3 2022

What we learned from this quarter's data:

We have expanded our feedback collection efforts each quarter throughout FY22 and have examined pain points and bright spots and making recommendations for programmatic improvements to senior management based on survey results.

Service details

Q2 2022

What we learned from this quarter's data:

This quarter we learned that timeliness, transparency and communication matter most to our customers.

Service details

Q1 2022

What we learned from this quarter's data:

We have learned that overall satisfaction and interaction with employees are the highest scored categories. Ease and efficiency are the lowest scored categories. These results are consistent across multiple touchpoints.

Service details

Q3 2023

What we learned from this quarter's data:

DEEOIC continues to collect data across multiple customer touchpoints. In analyzing the current quarter’s data, the team discovered two noticeable distinctions from the last quarter. The Energy Document Portal survey experienced a large increase (331%) in the number of responses from Q2. This increase is due to a CX initiative that expanded the survey by providing customers utilizing the new “file a new claim” or “complete benefit payment forms” functionalities the option to complete the survey. The team did notice that the overall scores on the EDP survey decreased which makes sense when considering that these newer functionalities are more involved than simply uploading a document to a case file. The Outreach and Customer Experience Unit is working directly with the Business Process Owners to address any specific technical challenges or general feedback that our customers provide during their EDP experience. There were also a greater number of survey responses for in-person outreach events due to an increase in DEEOIC in-person outreach. Outreach survey scores for Q3 remained similar to those reported in Q2, indicating that DEEOIC customers are generally happy with their experiences at these events. Feedback provided on these forms also show areas for improvement including suggestions on enhancing audio/visual systems and increasing advertisement. The feedback and suggestions from the outreach surveys are taken under consideration when planning future events. In addition to the results reported here, the OXCU team conducted a series of focus groups with customers in order to get more in-depth feedback from our customers.

Service details

Q2 2023

What we learned from this quarter's data:

DEEOIC continues to collect data across multiple touchpoints, having increased from one data collection results in FY22 Q1 to ten results for FY23 Q2, the current reporting quarter. In analyzing this data, it has become clear that customers are overall happier with some interactions than with others. For example, in-person visits to our Resource Centers consistently receive the highest scores, whereas some other interactions, such as using the Energy Document Portal, are receiving lower scores on average. The Outreach and Customer Experience Unit has taken measures to increase customer understanding by developing a webinar to explain the portal and other available tools, and by developing customer-friendly infographics and educational materials. Data continues to show that the “employee interaction” category is a bright spot for customers, and that there are continued pain points in the category of “trust”. In addition to the results reported here, the OXCU team conducted a series of focus groups with customers in order to get more in-depth feedback and also regularly conducts follow up phone interviews with customers who complete surveys and indicate that they’d like to have a further conversation with the team.

Service details

Q1 2023

What we learned from this quarter's data:

DEEOIC has increased our feedback collections quarter over quarter for the last 6 quarters. As we have progressed from one data collection result in FY22 Q1 to the current quarter’s nine results, we have learned that by collecting feedback from customers across different touchpoints we deepen our understanding of the overall customer experience. Data continues to show that the “employee interaction” category is a bright spot for customers, and that there are continued pain points in the category of “trust”.

In an effort to increase customer trust and transparency, the DEEOIC CX staff conducted a webinar in FY23 Q1 to discuss the Customer Experience Program.

Additional CX efforts included the revision of a customer acknowledgement packet to improve ease and understanding.

Service details

Q4 2022

What we learned from this quarter's data:

The DEEOIC CX Team continues to collect data across different customer touchpoints. This data is analyzed in order to determine the bright spots and pain points of customers. Several completed survey data sets have been analyzed and recommendations for programmatic improvement have been made to senior leadership. Several recommendations have already been implemented. As an example, we have collaborated with the DEEOIC Business Process Owners to make improvements to a web-based customer portal, allowing for electronic signature on claims forms and improving language for ease of use.

Service details

Q3 2022

What we learned from this quarter's data:

We have expanded our feedback collection efforts each quarter throughout FY22 and have examined pain points and bright spots and making recommendations for programmatic improvements to senior management based on survey results.

Service details

Q2 2022

What we learned from this quarter's data:

This quarter we learned that timeliness, transparency and communication matter most to our customers.

Service details

Q1 2022

What we learned from this quarter's data:

We have learned that overall satisfaction and interaction with employees are the highest scored categories. Ease and efficiency are the lowest scored categories. These results are consistent across multiple touchpoints.

Service details

Q4 2021

What we learned from this quarter's data:

DEEOIC significantly expanded our data collection efforts in the most recent quarter. We are currently in the process of analyzing the data and are identifying stakeholder bright spots and paint points.

Service details

Q2 2021

What we learned from this quarter's data:

Touchpoint is incoming customer phone calls to OWCP DEEOIC program district and final adjudication branch offices from stakeholders including claimants, authorized representative or claimant advocate, physician, and other medical providers. See the ““OWCP to OMB question mapping”” tab for how OWCP’s IVR survey maps to the seven OMB questions. This shows that although only the overall satisfaction question maps in a way that can be reported here, the IVR survey does provide information relative to four out of five of the other questions. Reporting for this quarter reflected a very modest decrease in the volume of customers calling the district offices during the performance period ( 37,746 as compared to 38,858 ). The total amount of calls to the district offices and Final Adjudication Branch combined were statistically equal to last quarter. Overall satisfaction results reflect a 9% increase in those very satisfied with their call, and targeted percentages for responses to telephone inquiries were again exceeded. All other data reported for this reporting period was consistent with the report for last quarter.

Service details

Q4 2021

What we learned from this quarter's data:

DEEOIC significantly expanded our data collection efforts in the most recent quarter. We are currently in the process of analyzing the data and are identifying stakeholder bright spots and paint points.

Service details