New Paperless Claim Appeals Records Process Enhances Transparency and Efficiency

Item #: 20240031

CONTACTS

Implementing Organization: Risk Management
Implementation Lead: Mandy Archuleta
Development Team: Mandy Archuleta, Heidi Thomas, and Brandi Trujillo

Article Written By: Mandy Archuleta
Innovation Team Coordinator: Quinten Klingonsmith

STATUS

Implementation Date: October 23, 2023
Adoption Status: Fully Implemented
Adoptability Note: How could your team organize a process to be more transparent, centralized, and efficient?

APPLIES TO

Topic: Paperless & Digital Workflow
Organization(s): UDOT (all), Aeronautics, Amusement Ride Safety, Asset Management, Board / Commission, Central Admin / Senior Leaders, Central Construction, Central Maintenance / Facilities Management, Central Materials, Central Preconstruction, Communication, Data Technology & Analytics, Emergency Management, Employee Development, Environmental Division, Equipment Operations, Fiber Optics, Finance / Comptroller, GIS, Human Resources / DHRM, Incident Management, Internal Audit, ITS, Motor Carrier Division, Performance Management, Planning, Policy / Legal, Program Financing, Railroad, Region 1, Region 2, Region 3, Region 4, Research and Innovation, Right of Way, Risk Management, Stormwater / Environmental, Strategic Technologies, Structures, Traffic and Safety, Traffic Management Division, Transit and Trails
Job Role(s): Administrative Staff / Commissions, Business Analyst, Construction Engineer, Executive Leadership, Finance / Accounting, Information Specialist, Materials Engineer, Motor Carrier Employee, Program Director, Program Manager, Program Specialist, Roadway Operations / IMT, ROW / Permits
Tags: labor productivity, employee empowerment, expenses, expenditures, ( process improvement ), ( simplification ), standardization, risk management, insurance, investigation, user benefits

PROBLEM

The previous claim appeals process was cumbersome for board members, leadership, the Risk Management Team, and the public. The process was paper-based, lacked transparency, and records were not stored in a centralized location. Process and procedures were scattered in numerous places, no detailed tracking existed, and paper files were only accessible from within the office.

CHANGE

The Records and Claims Team of the Risk Management Division (RMD) redesigned its record storage and handling process. They created a folder in the RMD Google Drive and shared it with relevant parties. All claimant files have been scanned, uploaded, and meticulously labeled for easy reference.

The team created a comprehensive spreadsheet to track updates on claim status, contractor/project claim counts, board decisions, claim costs, payouts, and direct links to claimant folders.

A dedicated email address was set up for claimants to submit their appeal requests and any required documentation.

RESULT

The transition to digital records enhances accessibility and efficiency in managing claimant information. The Records and Claims Team, leadership, and board members can now seamlessly utilize the Google Folder in lieu of traditional paper file folders, eliminating the need to shuttle around printed copies of each claim.

Digital records are secured in an access-controlled drive, eliminating the privacy concerns of storing physical records. The Record and Claims Team now has easy access to each claim folder, enabling them to assist claimants and answer questions effectively.

Centralized tracking ensures transparent and efficient management of all pertinent claims information. The new tracking spreadsheet provides a convenient "at a glance" overview of record management and allows for streamlined adherence to the claims process.

The dedicated email address is the main communication channel for claimants and the board secretary, making it easier to navigate through the appeals process seamlessly.