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Workers’ Compensation Board

Business Process Re-engineering (BPR) Overview

Welcome To The Business Process Re-engineering Program!

The New York State Workers' Compensation Board (WCB) is undertaking a multi-year effort to redefine its role in the Workers' Compensation system, improve access to quality medical care and improve the underlying technology systems that support the organization.

To accomplish these goals, the Board has established the WCB Business Process Re-engineering (BPR) Program. Within this program, the Board will sponsor a series of projects that support achieving specific goals of the program. The goals of the BPR Program include:

  1. Change the role of the WCB in protecting the rights of injured workers.
  2. Increase availability of quality medical care.
  3. Modernize the technology that supports the functions of the Board.

The BPR Program is currently in Phase 1, with several projects in progress. These projects include:

  1. Medical Portal. The first release enables health care providers to submit medical authorization and variance requests (C-4Auth, MG-1 and MG-2) electronically. Medical Portal functionality includes a user dashboard and work queue, search capabilities, user preferences, and document management features. Please refer to the Medical Portal webpage for additional information.
  2. Virtual Hearings. Virtual hearings will enable the parties to meet without having to be physically present at a hearing site.
  3. Medical Fee Schedule. Implement an updated Medical Fee Schedule that increases payments and equalizes the payment structures across medical disciplines.
  4. Payor Compliance. Implement better performance reporting in order to ensure timely payments to injured workers.
  5. Improved Resolution Processes. Implement several faster resolution processes for claimants including an improved Section 32 process, elimination of Administrative Determinations (AD) for cases with no lost time, and no issues or disputes requiring a decision. In addition, a new Voluntary Binding Review process will enable the parties involved to enter into a binding review of the issue on a voluntary basis instead of going through the conventional appeals process.
  6. Customer Experience. Improve the customer experience across the call center, hearing sites and website with faster, more consistent information and improved customer service. To date, nearly all Level 1 calls are now being handled by HSCC. This means that Board customer service representatives have more time to devote to Level 2 calls that require workers' compensation expertise, enabling them to improve service to injured workers and other stakeholder groups.

The program is expected to last for several years, whereby the bulk of the new system modernization will be developed and rolled out.

In 2013, $60M in funding from the General Fund was earmarked to support the transformation and modernization of the Board. The bulk of these funds will be used for System Modernization.

The BPR webpages are designed to help you get the information you need.

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