Improving a Victim’s Claim Compensation Process

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BCforward was asked by a state Criminal Justice Institute to replace its current Victim’s Claim Compensation process. The current system had been in place for several years and wasn’t as efficient as the state needed it to be. Victims waited a long time for compensation, and the state wanted a way to speed up the process without losing accuracy. The resulting process and systems resulted in complete stakeholder satisfaction with the project.

The Problem

The state Criminal Justice Institute (CJI) contracted with BCforward to replace its current Victim’s Claim Compensation (VCC) process. The state needed a new system with industry standard workflow processing and technology that supported their redefined business processes. They also wished to encourage information sharing, efficient claims processing, and improved customer service.

The state’s current system was a hodgepodge of outdated technology. An Access 97 database contained all of the information but performed inconsistently. Excel spreadsheets were used in conjunction with the Access database, but Excel did not allow for tracking and multi-user functionality, and reports were kept to a minimum. Most of the processed in place at the start of our work together required many hours of manual research, data entry, and extensive documentation. We needed to bring the state’s computer systems into the 21st century and replace outdated manual tasks with streamlined, efficient processing.

The new VCC system will retire all historical technical components. CJI looked to BCforward for a solution to enhance their ability to better compensate victims on a daily basis.

The Solution

BCforward proposed and developed a solution for the new CJI VCC system that encouraged communications and data sharing while it created an efficient method to manage the entire compensation process.

After exploring various options, we realized that the core features of a case management application were redundant across the types of cases managed by many of our clients. However, it also became apparent that a single case management software application wasn’t flexible or powerful enough to process what clients demanded for their specific needs. Writing a case management application from scratch wasn’t reasonable either given the budget, timeframe, or client needs.

The solution we developed was the creation of the NE FrameWork components. NE FrameWork consists of pre-developed solution components that perform many of the standard processing requirements of the most demanding case management applications.

Many of the same data capture, validation, workflow, and interface requirements of this solution are consistent with the requirements for the Victim Compensation Claim System. These include secure collection of information captured over the web, validation and completeness of information collected, rules that derive the processing, status, disposition of submissions based on pre-defined statutorily/procedural requirements, storage of /direct access to scanned and electronic supporting documentation.

In addition to similar data capture functions, billing and payment processing requirements were also similar to what our client needed. The system accommodated detailed records of both bills and payments with batch and single payment processing, adjustments, web billing, and reconciliation. And to make the system solution more functional, it interfaced with the state fiscal department’s financial accounting system. That made them very happy and saved their team quite a bit of tedious data entry.

The Results

The resulting system eliminated much of the manual data entry that made the process cumbersome. It improved data sharing across departments. More importantly, it helped victims received compensation quickly and accurately. The state was pleased with the results and we were thrilled to help them move their systems into a better infrastructure that supported efficiency, accuracy, and speed.