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April 2002

SWOT Analysis Summary

Office of Risk Management

April 3, 2002

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PARTICIPANTS Tommy Arbour Penny Buchanan Mary Ann Christopher Jackie Connors Doris Copeland Kerry Dubea Melissa Harris Richard Hollowell Nancy Messina Sandra Porter Henry Rayborn Cindy Roman Pat Reed Jack Travis Ann Wax Pam Whiteside

Andre’ Comeaux Debra Lazare Gary Lee John Miles Keshia Thomas Richard Thompson

ORM Project Team Members

METHODS Project Team Members

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This SWOT Analysis looks at the ORM’s Strengths and Weaknesses as well as the Opportunities and Threats the ORM faces.

By focusing on the key factors affecting the ORM now and in the future, this SWOT Analysis will provide a clear basis for making decisions.

WHAT IS A SWOT ANALYSIS?WHAT IS A SWOT ANALYSIS?

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Strengths and Weaknesses are those factors that are internal to the ORM—the aspects which the ORM can control.

Opportunities and Threats should be external in nature; however, we looked at both both internal and external factors in this exercise.

HOW TO EVALUATE RESULTSHOW TO EVALUATE RESULTS

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The following should be evaluated carefully. Look at Strengths and Weaknesses critically, as if from an outside perspective, i.e., from the viewpoint of someone outside of the ORM. An attribute is only a strength if it would be perceived as such by an external party.

Opportunities and Threats need to be assessed in terms of both the likelihood of actually happening (probability) and significance to the ORM if they do happen (impact).

Make a note of your top 3 factors in each category. If your top factor is missing, add it!!

HOW TO EVALUATE RESULTSHOW TO EVALUATE RESULTS

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1. Dedicated, knowledgeable and resilient staff2. Good working relationship with other State

Agencies; customer service-oriented3. Willingness to improve4. Experienced core staff5. Self-Insured; ability to service claims better than

commercial entity (i.e., TPA); familiarity with State environment; ability to influence coverage

6. Accident Reconstruction Program Access; Quarterly Road Hazard Committee Meetings (inter-agency)

7. Organizational Structure Model tied to Division of Administration; different from other States

8. Teamwork within the respective units9. Willingness to accomplish Mission Statement;

no profit margin/not profit-driven

STRENGTHSSTRENGTHS

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STRENGTHS10. Able to influence legislation; reduction of

insurance cost 11. Purchasing easier via use of ISIS12. Loss Prevention Training Program; improved

communication with Safety Committee13. On-site computer technical support14. Open door policy of current upper

management15. ORM Claims Council 16. DRL Staffing regarding disposition of cases17. Anticipation of new office space18. ORM is a “Hub” for all other agencies19. Civil Service/Federal Protection (Performance

Evaluation/Measurement)20. Inter-Agency Advisory Council

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WEAKNESSES1. Inter-unit teamwork2. Lack of funding as well as ability to monitor

and control at the unit level3. Training/Cross-training/Transition training4. Employee turnover and shortage of

personnel5. Lack of strategic and tactical planning; lack

of input by all levels of staff 6. Political pressure in Claims/UW handling,

general funding and staff hiring7. Inability to easily obtain statistical data8. Lack of system integration (e.g., Corporate

Systems and ISIS)9. Corporate Systems not user-friendly10. ISIS system downtime

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WEAKNESSES11. Inadequate promotional opportunities12.Lack of communication13. Inadequate filtering of pertinent information

from upper management to lower-level personnel

14.Budgetary funds limited for supplies, training, equipment, etc.)

15. Ineffective assignment/allocation of personnel

16.Dismissal of problem employees because of Civil Service/Federal Protection

17.Claims investigation process18.Litigation management19.Going along with what’s in place instead of

making recommendations for change20.Loss of subrogation opportunities

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WEAKNESSES21.Lack of management “team” 22.Support for development of custom

applications or modifications to existing systems

23. Inability to keep knowledgeable telephone receptionist

24.“Children do not always play well together”

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OPPORTUNITIES Communications

1.Expand Loss Prevention Newsletter to include all of ORM

2.Training3.Outreach/Inter-Agency Advisory Council;

increase frequency 4.Make more data available to clients (with

the proper level of security and access)5.Provide client-specific consulting more

frequently with better information6. Improved telephone systems (auto call

director, rollover/operator support; call monitoring) (Note: OTM survey was done approx. 2 years ago.)

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OPPORTUNITIES Technology (cont.)

1. Limited access and poor performance at satellite offices. (Note: DSL access in the works.)

2. Internet access for all ORM employees (Note: Already in the works probably before physical office moves.)

3. Desktops for BR field personnel. (Note: Will be addressed with physical move.)

4. Better use of listservs (e.g., insurance information notices, newsletter distribution, etc.)

5. Better use of available technology (e.g., cross-population of data in integrated systems; eliminate duplicate entry of data)

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OPPORTUNITIES Technology (cont.)

7. Automated tools identification, selection and acquisition process

8. Expanded use of imaging technology 9. More effective use of technology to

identify buildings and property13. Enhance gathering of exposure

information14. Centralized and automated ODRs and

standards15. More access to client information (e.g.,

DPS crash reports, Dept. of Labor wage information, OGB, etc.)

16. Better tracking of claim status and support for supervisory review

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OPPORTUNITIES Training

1. Better use of technology for training delivery

2. Skills gap analysis and measurement of training effectiveness

3. Concentrated mini-courses (e.g., claims issues, policies/procedures, Microsoft Word, Microsoft Excel, e-mail, etc.)

4. Enhanced use of digital technology5. Implement archival/retrieval system

Legislation1. “Bigger stick” to enforce agency

collections2. Review of entities who are currently

excluded3. Proposed legislation that may negatively

impact ORM

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THREATS Litigation

1. Liberalization of workers comp laws or any adjudication processes

2. Absence of retroactivity of changes in the law (e.g., ’95-’96 legislative actions)

3. Judges, plaintiff attorneys, defense attorneys and jury selections (e.g., judges try to compensate for legislative restrictions, legislator/attorneys suing the State, judges who make ruling based on the will of his/her constituents, etc.)

4. Lack of control or adequate input on selection of defense attorneys

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THREATS Commercial Markets

1. Terrorism exclusion2. Mold and fungi exclusion 3. Insurance pricing increasing

Miscellaneous1. Funding tied to legislation2. Medical costs inflation3. Uncertainty of new office configuration

and how central files will affect claims operation

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Make a note of your top 3 factors in each category. If your top factor is missing, add it!!

Forward your input or comments to:

Debra Lazare, dlazare@methods-net.com

THANKS!

DON’T FORGET…DON’T FORGET…