The Low Down on Construction
Saskatchewan’s Workers Compensation Board (WCB) needs reform. Ask anyone who’s had dealings with the WCB and they’ll likely agree. The 2016 Committee of Review Report highlighted three key challenges facing the WCB in Saskatchewan:
- Culture and Customer Service
- Employer Resource Centre
- Board Structure and Governance
Customer service matters whether you own a restaurant or store, or are a contractor working hard to deliver on the jobsite. Your business, and your livelihood as a contractor depend on your ability to meet or exceed your customers’ needs, but why should we expect less from the WCB? Right now, the WCB is known more for a culture of “No” than it is for a culture of customer service. Why does customer service matter?
First, for workers injured on the job and making a claim, red tape and bureaucracy make an already difficult situation tougher. Navigating the process of making a claim can be tiresome, confusing, and even aggravating. If you’re injured on the job, the last thing you need is a faceless bureaucracy piling up paperwork in your way, when what you really need is support getting back to work.
Secondly, as the Committee Report says, an organization’s culture has a major impact on that organization’s effectiveness. Simply put, an improved customer-first culture will dramatically improve its performance. We all know this.
As a contractor you strive towards always delivering exceptional service for your customer. In turn, you expect great service from your suppliers and your subtrades. Should we expect less of the WCB?
Because the WCB doesn’t put the needs of its customers first, they are missing their own performance targets, established by themselves. If you didn’t achieve the targets you set out for your business, you wouldn’t be in business for very long.
In my next blog, I’ll look at the importance of establishing a resource centre for employers as part of our push for meaningful change at the WCB.