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Workers' Compensation Board

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Business Process Re-engineering (BPR)
Discovery and Design Phases

BPR Facts adobe pdf

What is Business Process Re-engineering of the Workers' Compensation System?

Business Process Re-engineering (BPR) is an agency-wide endeavor to evaluate and rethink the workers' compensation system in New York. More than an attempt to improve specific processes, it is a sweeping effort to examine the workers' compensation system in New York as it exists today, assess how well it meets its goals, and re-create a system that effectively serves the needs of injured workers and employers.

As a result of the Triangle Shirtwaist Factory fire in 1911, the New York workers' compensation system was created from the ground up. Today, with the benefit of over 100 years of experience, the participation of stakeholders, stronger laws, and great advances in technology, we have a more sophisticated understanding of what works and what doesn't. The BPR represents an opportunity to reinvent the system, again from the ground up.

The planning phase of the project began on August 26, 2013. For a period of 28 weeks, Board executives, staff, and a team of professionals from Deloitte collected information, conducted extensive stakeholder outreach, assessed the Board's organizational structure, business practices, and underlying technological infrastructure. They also analyzed how we serve injured workers and employers, how we serve our other stakeholders, and how the entire community works together and communicates.

All of this information was used to create three deliverables: an As-Is Assessment, To-Be Assessment, and a Gap Analysis. These documents identified what the Board's current system looked like, recommendations for what the new system should look like, and recommendations and strategies for bridging the gaps between the current processes and the envisioned processes. These documents reflect the Board's examination of the system and the role of the Board in it, and provide the basis for a road-map of change will take us to a better, re-imagined system.

Today, the Board is in the implementation phase, and our first set of BPR initiatives is underway. Our outreach activities continue and have expanded beyond the BPR project. The valuable partnerships the Board has established with the stakeholder community during the project has inspired the formation of a Communication, Education, and Outreach unit at the Board. Communication and collaboration is now an everyday part of doing business at the Board. We remain committed to designing a cohesive, well-functioning system for injured workers and employers in New York and look forward to sharing our progress with you.

Your thoughts, questions and feedback are important. For comments or more information please reach out to our BPR email address at