Go Self Insured Provides Customers Flexible Reporting Services
Client:Go Self Insured
- Expand risk management services and reporting programs in competitive market
- CSC's RISKMASTER software and Business Intelligence tool
- Expanded services to include disability management
- Introduced customer report card to manage risk
- Provided Web-based support to remote employees
Go Self Insured was an established suburban Chicago provider of risk management services when it underwent a makeover of its brand and a major upgrade of its claims and risk management system.
Created in 2001, Rockford, Illinois-based RAC Risk Services was formed by insurance industry veteran Brad Osborn as the workers’ compensation division of a small property claims adjusting company. In 2010 Osborn bought the division from the parent company and created a new name, a new logo, a new website and a new email domain for Go Self Insured. At the same time, the company upgraded to CSC’s RISKMASTER X risk and claims management software and enhanced its business intelligence capabilities.
“We’ve been very busy. I don’t think we would have been able to take on all of this at once if we didn’t know the people at CSC and have confidence in the support for RISKMASTER,” Osborn said.
Growing Solutions, Growing Company
Osborn understands the importance of having a flexible system. Years ago, he supported large national accounts and found himself telling these customers – in one case a major airline – that they couldn’t make changes they wanted in their risk management programs because of software limitations. At RAC Risk Services, Osborn helped choose a new risk and claims system. He reviewed systems from 10 companies before choosing RISKMASTER.
Leading up to Osborn’s purchase of the business and the launch of Go Self Insured, he used RISKMASTER to support loss prevention, managed care and business intelligence services to improve risk analysis for customers. The company also added short-term disability claims administration, which has become an important offering. When combined with workers’ comp administration, it gives Osborn’s customers an integrated program to manage worker injuries and health issues. Business intelligence and reporting capabilities have helped the team provide its largest customer with data analysis for its wellness program.
“It really allows us to provide a more comprehensive level of service,” Osborn added.
Deploying RISKMASTER X
At the core of the software operation, RISKMASTER X is deployed on a Web server, providing Go Self Insured’s IT staff with a single point of maintenance and support for remote staff, who also take advantage of the enhanced, single sign-on Web portal while they work, sometimes 5 days a week, at the company’s larger customer sites.
“RISKMASTER gives us leading-edge technology to compete with large, global companies, while allowing us to also deliver what they can't — old-fashioned personalized service,” Osborn said.
About 70 percent of Go Self Insured’s business currently supports its workers’ compensation program. Osborn said the new software is helping him make new gains through comprehensive, actionable data analysis and customized reporting.
“We crafted something we ended up calling a report card for one customer. We created several performance metrics based on business intelligence and then divided those metrics up by division, and then benchmarked them against each other on a quarterly basis.” That report card gave senior managers information they could take to division directors to help them find ways to improve their own operations’ performance.
The Tipping Point and Beyond
The ad hoc report writer that was used with RISKMASTER for years has now been expanded into the full-featured Business Intelligence component. Go Self Insured uses it to approach larger customers, for instance, and provide data at the end of a contract period showing overall trends and providing the basis for the next year’s service plan.
“Without a really robust report writer, we wouldn’t have been able to do that,” he said. “That’s been a real tipping point for us.” He said combining that powerful information with the ability to create reports with existing, long-term data in formats long familiar to the customer creates a comfort level that will win Go Self Insured new business.
Because of Go Self Insured’s comprehensive approach to risk management and data analysis, the company’s customers have lowered claims costs and achieved other remarkable results. One customer has seen a steady reduction in its excess insurance premium, due to lower and lower claims experience. This organization has also seen a significant reduction in its letter of credit, required by the state to prove the availability of assets to cover workers' comp liabilities.
Another customer saw a 25 percent reduction in its open claims count and a 35 percent reduction in the number of employees out on disability. It was all within the first year of the company's relationship with Go Self Insured, as a result of data-driven performance goals and action items.
“My vision for this company is to not be considered a small, boutique TPA that gets claims from Point A to Point B. We are really more of a risk management company,” Osborn said. “The ability to analyze new and old data and create customized reports containing actionable information has been a final piece of the puzzle toward creating that new reality.”