Job Title: Senior Subject Matter Expert 1 (SME1)
Interviews: Interviews conducted Week of January 6, 2017. Initial phone interview followed by mandatory onsite interview.
Position will close to new submissions: Friday 12/30/2016 at 10:00am EST
This is a Staff Augmentation solicitation for the Ohio Bureau of Workers’ Compensation (BWC). BWC is requesting user experience and guidance consulting services in preparation for a future external web site redesign.
Position Title: Senior Business Subject Matter Expert
Interviews conducted Week of January 6, 2017
Estimated start date – January 23, 2017
Estimated end date – June 30, 2017
Background:
BWC administers the State of Ohio’s worker’s compensation insurance program. Ohio employers purchase policies from BWC that cover their employees for workplace injuries and diseases. Covered employees who report a work-related injury or illness are eligible for medical benefits and indemnity payments in lieu of lost wages. BWC also operates free industrial safety and health programs to reduce the incidence of accidents and illnesses. Services are provided to workers and employers centrally and at twelve service offices located throughout Ohio.
In fiscal year 2016, BWC had 1,842 employees and assets of approximately $27 billion dollars. Approximately 239,000 private, 3,800 public, and 1,200 self-insured policyholders participated. During this period, BWC accepted just over 88,000 claims and paid $1.6 billion in total benefits.
Additional information about BWC can be found at www.bwc.ohio.gov.
Situation Analysis:
The BWC web site is a comprehensive resource where claimants, policyholders, or their respective proxies can perform transactions and obtain information. BWC believes there may be multiple opportunities for improvement:
Overall web strategy that aligns with customer needs to improve the user experience
BWC service offerings to provide intuitive and seamless customer experience
New potential service offerings that are not available as part of the current web strategy and will enhance the user experience
Appropriate digital messaging based on differentiation of customer needs
Transform the web site from informational and transactional services to an interactive resource focused upon fulfilling customer needs
Enhance the BWC customer experience on an ongoing basis using analysis of collected customer satisfaction data
Provide customers with a flexible choice of methods for exchanging information with BWC
Utilize self-service customer service offerings to extend the customer experience
Required Qualifications:
Three years of web user experience consulting
Five years of web technologies experience
Three years of experience in visual communication of complex systems and processes
Two years of experience in web analytics for large business or governmental sites
The resource is required to agree to handle all proprietary BWC data and customer confidential personal information (CPI) in a manner that consistently safeguards this data and effectively precludes its disclosure to unauthorized individuals.
Supplier must ensure that all BWC owned product is returned upon resource completion or termination of project, i.e., fey fob, laptop, laptop bag, etc.
