The County of Los Angeles has set a new standard for public entities by adopting a fully integrated risk and claims technology solution. As the most populous county in the United States with more than 10 million residents, the County has 88 cities and is home to more than 25% of Californians. Managing $400 million annually in workers’ compensation claims and $110 million annually in liability claims, the County is the third-largest metropolitan economy in the world.
Claims organizations of any size can benefit from the lessons learned in this monumental implementation. To embrace innovation and optimize outcomes, claims departments should consider these key takeaways:
- Be willing to try something new.
To date, this implementation is one of the largest and most complex risk and claims technology deployments in the industry ever undertaken by a county government. Envisioning a solution of a magnitude never seen before required an entirely new approach. Even the most experienced vendor would need to embrace new, innovative methods to accomplish the County’s goals. The County ultimately wanted to be able to see the big picture, and they needed a risk and claims technology provider who was able and willing to embark on this journey with them.
- Put the employee first.
The County set out to provide more personalized services to their employees, which is easier said than done with a workforce of approximately 100,000. Their goals were to offer more options for benefits and return to work, provide self-service capabilities, improve satisfaction and retention, and enhance claim outcomes.
By putting the employee first, the County has truly set a new standard for public entities and claims organizations with a responsive, innovative, and customer-focused solution. With a fully integrated system for risk and claims data, the County is uniquely positioned to understand their employees’ unique needs and respond accordingly.
- Choose an experienced risk and claims technology provider.
For such a momentous project, the County sought a vendor with proven implementation methodology and support, specifically with complex claims administration clients and multi-system data conversions. The County needed a highly capable and experienced team to adapt to their challenging environment.
After a rigorous procurement process, the County selected Ventiv above all major vendors in the space. As the premier vendor with the most experience implementing large, intricate claims administration solutions for public entities, Ventiv’s expertise has been critical to the project’s success.
- Adopt a consultative approach.
From the beginning, Vantiv worked with the County’s risk and claims team to ensure alignment with their objectives. Vantiv took a consultative approach with the engagement and assembled an expert team who thoroughly understands the industry, the technology, and the County’s unique requirements.
By working together and sharing best practices, Ventiv and the County have navigated roadblocks and dramatically accelerated the delivery of the implementation. The ability to work together so well has been the driving force in completing the project two years ahead of schedule, exceeding expectations at each milestone.
- Prioritize scalability.
Prior to implementing the single-platform risk and claims solution, the County had several different systems and applications in place. Many of these were legacy systems that required manual coding to add new features. In addition to improving operational efficiency, the County sought an integrated risk and claims system to improve scalability. The County needed a solution that could evolve along with their requirements and future objectives. The County now has a scalable risk and claims solution for:
- Liability Claims
- Absence Management
- Enterprise Legal Management
- Risk Management Analytics
- Claimant Access Portal
- Workers’ Compensation Claims
- Leave Management
- Corrective Action Plans
- Document Management
- Incident Reporting
With scalable technology in place, the County is equipped to view and respond to risk globally – now and in the future.
- Foster collaboration.
Prior to integrating their risk and claims systems, the County noticed that collaboration was often stifled among different departments. Adopting a single-platform solution not only eliminated data silos but also removed departmental barriers.
With this approach, the County was also able to accelerate workflows and dramatically improve productivity across the entire organization. Beyond that, County employees can spend less time on manual tasks and devote more attention to more strategic, higher-value initiatives.
As one of the largest and most complex risk and claims technology implementations ever undertaken by a county government, the County of Los Angeles has set a new standard for public entities. Claims organizations of any size seeking to embrace innovation, enhance collaboration, and improve claim outcomes can benefit from the lessons learned from this remarkable solution and partnership.
Next Steps
To learn more about how the County of Los Angeles uses a single solution for risk management, claims administration, disability and leave management, corrective action plans, legal case management, and more, read their success story.
