Canada - Injured Worker WCB Stakeholder Surveys

Description

The Workers Compensation Board of Manitoba (WCB) invites firms to submit a Proposal for the following: To provide research services, including surveys and focus groups in English and French. To compile and present the data in meaningful formats that may be utilized by the WCB to develop its goals and policies, identify key areas of development, and improve the delivery of services to WCB clients and stakeholders.

Description of Services

The WCB will require the Contractor to provide the following:

a) Short Term Claim Survey
(i) Conduct a telephone survey with an online option, in English and French, on an ongoing basis, of Injured Workers whose claims have been recently closed (the "Short Term Claim Survey"). The WCB will provide a data set of approximately one hundred (100) Injured Workers' names and telephone numbers on a weekly basis via a secure mechanism to the Contractor, and the Contractor will complete approximately eight hundred (800) telephone interviews every six (6) months.
(ii) A questionnaire will be provided by the WCB for the Contractor to assess Injured Workers' attitudes, interests, and opinions regarding the scope, depth, and timeliness of available WCB services, the willingness and manner in which their expectations were met by the WCB staff who dealt with them, and the quality of information provided to them.
(iii) The Short Term Claims Survey currently consists of approximately forty-eight (48) scaled ratings and closed-ended questions from which quantitative data is collected. There are also approximately five (5) open-ended questions to probe for verbatim responses from which qualitative comments are collected and categorized by the Contractor.
(iv) Information obtained by the Contractor via the Short Term Claim Survey will be analyzed and formulated into a report that interprets the data in a format that is easily understood and that assists the WCB in making decisions relative to service improvements. The Contractor will also provide summary ratings of responses to survey questions twice a year, along with detailed data tables using cross tabulation analysis, and an anonymized copy of the verbatim responses from the open-ended questions.
(v) Additional data interpretation on trends, comparison from past years to present, key drivers of satisfaction, or other information may be requested from time to time. The Contractor may be required to provide this information in graphic displays.
(vi) Reported information will be provided to the WCB in a secure format compatible with WCB reporting requirements. This could include, but is not limited to, Microsoft Excel (currently preferred for spreadsheets and graphic displays), Microsoft Access, Microsoft Word, and other applications upon request of the WCB, such as Statistical Package for Social Sciences (SPSS).
(vii) The timeline for the Short Term Claim Survey will begin with a population data transfer uploaded via Secure File Transfer Protocol (SFTP) once a week. The Contractor will conduct random sampling, testing and fielding on an ongoing basis. In the month following Q2 and Q4 (twice per year), the Contractor will complete data collection, tabulation, analysis and reporting of the cross-tabulated data via secure e-mail delivered to the WCB.

b) Case Management Survey
(i) Conduct a telephone survey with an online option, in English and French, on a semi-annual basis of Injured Workers who have an ongoing active claim with the WCB (the "Case Management Survey"). Every second (2nd) quarter the WCB will provide a data set of approximately three thousand (3,000) Injured Workers' names and telephone numbers via a secure mechanism to the Contractor. The Contractor will complete approximately eight hundred and fifty (850) interviews on a semi-annual basis for a total of one thousand seven hundred (1,700) interviews per year with this sample stratified between the WCB's six (6) sector service delivery teams, and the regional and satellite offices (Brandon and Thompson), subject to change based on potential organizational design changes.
(ii) A questionnaire will be provided by the WCB for the Contractor to assess Injured Workers' attitudes, interests, and opinions regarding the scope, depth, and timeliness of available WCB services, the willingness and manner in which their expectations were met by the WCB staff who dealt with them, and the quality of information provided to them.
(iii) The Case Management Survey currently consists of approximately forty-five (45) scaled ratings and closed-ended questions from which quantitative data is collected. There are also approximately six (6) open-ended questions to probe for verbatim responses from which qualitative comments are collected and categorized by the Contractor.
(iv) Information obtained by the Contractor via the Case Management Survey will be analyzed and formulated into a report that interprets the data in a format that is easily understood and that assists the WCB in making decisions relative to service improvements. The Contractor will also provide summary ratings of responses to survey questions twice a year, along with detailed data tables using cross tabulation analysis, and an anonymized copy of the verbatim responses from the open-ended questions.
(v) Additional data interpretation on trends, comparison from past years to present, key drivers of satisfaction, or other information may be requested from time to time. The Contractor may be required to provide this information in graphic displays.
(vi) Reported information will be provided to the WCB in a secure format compatible with WCB reporting requirements. This could include, but is not limited to, Microsoft Excel (currently preferred for spreadsheets and graphic displays), Microsoft Access, Microsoft Word, and other applications upon request of the WCB such as SPSS.
(vii) The timeline for the Case Management Survey will begin with a population data transfer via SFTP by the WCB on or around the sixth (6th) Business Day in May and the sixth (6th) Business Day in November. Within approximately one (1) month, the Contractor will conduct random sampling, testing and fielding. Within the following three (3) weeks the Contractor will complete data collection, tabulation, analysis and reporting of the cross-tabulated data via secure e-mail.

c) Long Term Wage Loss Survey
(i) Conduct an annual telephone survey with an online option, in English and French, concurrently with the Case Management Survey, of Injured Workers who have an ongoing active long-term claim with the WCB (the "Long Term Wage Loss Survey"). Every second (2nd) quarter the WCB will provide a data set of approximately one thousand two hundred (1,200) Injured Workers' names and telephone numbers via a secure mechanism to the Contractor. The Contractor will complete approximately one hundred and fifty (150) interviews with this sample.
(ii) A questionnaire will be provided by the WCB for the Contractor to assess Injured Workers' attitudes, interests and opinions regarding the scope, depth, and timeliness of available WCB services, the willingness and manner in which their expectations were met by the WCB staff who dealt with them, and the quality of information provided to them.
(iii) The Long Term Wage Loss Survey currently consists of approximately forty-two (42) scaled ratings and closed-ended questions from which quantitative data is collected. There are also approximately five (5) open-ended questions to probe for verbatim responses from which qualitative comments are collected and categorized by the Contractor.
(iv) Information obtained by the Contractor via the Long Term Wage Loss Survey will be analyzed and formulated into a report that interprets the data in a format that is easily understood and that assists the WCB in making decisions relative to service improvements. The Contractor will also provide summary ratings of responses to survey questions once a year, along with detailed data tables using cross tabulation analysis, and an anonymized copy of the verbatim responses from the open-ended questions.
(v) Additional data interpretation on trends, comparison from past years to present, key drivers of satisfaction or other information may be requested from time to time. The Contractor may be required to provide this information in graphic displays.
(vi) Reported information will be provided to the WCB in a secure format compatible with WCB reporting requirements. This could include, but is not limited to, Microsoft Excel (currently preferred for spreadsheets and graphic displays), Microsoft Access, Microsoft Word, and other applications upon request of the WCB such as SPSS.
(vii) The timeline for the Long Term Wage Loss Survey will begin with a population data transfer via SFTP by the WCB on or around the sixth (6th) Business Day in November. Within approximately one (1) month the Contractor will conduct random sampling, testing and fielding. Within the following three (3) weeks the Contractor will complete data collection, tabulation, analysis and reporting of the cross-tabulated data via secure e-mail.

d) Vocational Rehabilitation Survey
(i) Conduct a telephone survey with an online option, in English and French, on a quarterly basis, of Injured Workers who have recently accessed vocational rehabilitation services with the WCB (the "Vocational Rehabilitation Survey"). Once a quarter, the WCB will provide a data set of approximately twenty-five (25) Injured Workers' names and telephone numbers via a secure mechanism to the Contractor. The Contractor will complete approximately thirteen (13) interviews per sample for a total of fifty-two (52) interviews per year.
(ii) A questionnaire will be provided by the WCB for the Contractor to assess Injured Workers' attitudes, interests, and opinions regarding the scope, depth, and timeliness of available WCB services, the willingness and manner in which their expectations were met by the WCB staff who dealt with them, and the quality of information provided to them.
(iii) The Vocational Rehabilitation Survey currently consists of approximately sixteen (16) scaled ratings and closed-ended questions from which quantitative data is collected. There is also one (1) open-ended question to probe for verbatim responses from which qualitative comments are collected and categorized by the Contractor.
(iv) Information obtained by the Contractor via the Vocational Rehabilitation Survey will be analyzed and formulated into a report that interprets the data in a format that is easily understood and that assists the WCB in making decisions relative to service improvements. The Contractor will also provide summary ratings of responses to survey questions once a year, along with detailed data tables using cross tabulation analysis, and an anonymized copy of the verbatim responses from the open-ended questions.
(v) Additional data interpretation on trends, comparison from past years to present, key drivers of satisfaction, or other information may be requested from time to time. The Contractor may be required to provide this information in graphic displays.
(vi) Reported information will be provided to the WCB in a secure format compatible with WCB reporting requirements. This could include, but is not limited to, Microsoft Excel (currently preferred for spreadsheets and graphic displays), Microsoft Access, Microsoft Word and, other applications upon request of the WCB such as SPSS.
(vii) The timeline for the Vocational Rehabilitation Survey will begin with a population data transfer via SFTP by the WCB on or around the fourth (4th) Business Day in January, April, July, and October. Within approximately one (1) month the Contractor will conduct random sampling, testing and fielding. Within the following three (3) weeks of the fielding in October, the Contractor will complete data collection, tabulation, analysis and reporting of the cross-tabulated data via secure e-mail.

e) Annual SAFE Work Survey
(i) Conduct a telephone survey with an online option, in English and French, on an annual basis of Manitobans age eighteen (18) and older (the "Annual SAFE Work Survey"). The Contractor will provide the population list from which a sample of approximately one thousand four hundred (1,400) interviews will be completed.
(ii) A questionnaire will be provided by the WCB for the Contractor to assess Manitobans' attitudes, interests, and opinions regarding workplace safety, safety culture, employee safety at work, and SAFE Work awareness and marketing.
(iii) The Annual SAFE Work Survey currently consists of approximately nine (9) demographic questions, twenty-eight (28) scaled ratings and closed-ended questions from which quantitative data is collected. There is also three (3) open-ended questions to probe for verbatim responses from which qualitative comments are collected and categorized by the Contractor.
(iv) Information obtained by the Contractor via the Annual SAFE Work Survey will be analyzed and formulated into a report that interprets the data in a format that is easily understood and that assists the WCB in making decisions relative to communications campaigns and outreach. The Contractor will also provide summary ratings of responses to survey questions once a year, along with detailed data tables using cross tabulation analysis, and an anonymized copy of the verbatim responses from the open-ended questions.
(v) Additional data interpretation on trends, comparison from past years to present, regression analysis, or other information may be requested from time to time. The Contractor may be required to provide this information in graphic displays.
(vi) Reported information will be provided to the WCB in a secure format compatible with WCB reporting requirements. This could include, but is not limited to PowerPoint, Microsoft Excel (currently preferred for spreadsheets and graphic displays), Microsoft Access, Microsoft Word, and other applications upon request of the WCB, such as SPSS.
(vii) The timeline for the Annual SAFE Work Survey will begin on or around the first (1st) Business Day in November. Within approximately one (1) month the Contractor will conduct random sampling, testing and fielding. Within the following three (3) weeks of the fielding, the Contractor will complete data collection, tabulation, analysis, and reporting of the cross-tabulated data via secure e-mail.

f) Young Worker Readiness Certificate Course Survey
(i) Conduct an online survey on an annual basis, in English and French, of Manitobans age thirteen (13) to fifteen (15) (the "Young Worker Readiness Certificate Survey "). The population is based on participants of a Young Worker Readiness Certificate Course that is launched in the fall each year; as part of the online course participants are encourage to complete a short survey. The online course is offered throughout a one (1) year period and responses are gathered during this timeframe. In 2022 to 2023, three thousand, one hundred and fourteen (3,114) participants completed the survey.
(ii) A questionnaire will be provided by the WCB for the Contractor to assess young workers' attitudes, interests, and opinions regarding workplace safety.
(iii) The Young Worker Readiness Certificate Survey currently consists of approximately eleven (11) demographic questions, twenty-three (23) scaled ratings and closed-ended questions from which quantitative data is collected.
(iv) Information obtained by the Contractor via the Young Worker Readiness Certificate Course Survey will be analyzed and formulated into a report that interprets the data in a format that is easily understood and that assists the WCB in making decisions relative to communications campaigns and outreach to new workers. The Contractor will also provide summary ratings of responses to survey questions once a year, along with detailed data tables using cross tabulation analysis, and an anonymized copy of the verbatim responses from the open-ended questions.
(v) Additional data interpretation on trends, comparison from past years to present, regression analysis, or other information may be requested from time to time. The Contractor may be required to provide this information in graphic displays.
(vi) Reported information will be provided to the WCB in a secure format compatible with WCB reporting requirements. This could include, but is not limited to PowerPoint, Microsoft Excel (currently preferred for spreadsheets and graphic displays), Microsoft Access, Microsoft Word, and other applications upon request of the WCB, such as SPSS.
(vii) The timeline for the Young Worker Readiness Certificate Course Survey will begin with the Young Worker Readiness Certificate Course, launched on or around the first (1st) Business Day in November. The course and survey ends one (1) year later. Within the following three (3) weeks of survey completion, the Contractor will complete data collection, tabulation, analysis and reporting of the cross-tabulated data via secure e-mail.

g) Worker Care Clinic Surveys
(i) Conduct a telephone survey with an online option, in English and French, on a bi-weekly basis, of Injured Workers who have recently accessed the Worker Care Clinic, and employers who had a worker who have recently accessed the Worker Care Clinic (the " Worker Care Clinic Surveys"). Every two (2) weeks, the WCB will provide a data set of approximately thirty (30) Injured Workers' names and telephone numbers, and approximately twenty (20) employers via a secure mechanism to the Contractor. The Contractor will complete approximately twenty (20) Injured Worker interviews per sample, and approximately two hundred and fifty (250) telephone interviews or online surveys every six (6) months. The Contractor will complete approximately twelve (12) employer interviews per sample, and approximately one hundred (100) interviews every six (6) months.
(ii) Questionnaires will be provided by the WCB for the Contractor to assess Injured Workers' and employers' attitudes, interests, and opinions regarding their or their employee's experience at the Worker Care Clinic.
(iii) The Worker Care Clinic Surveys currently consists of approximately fifteen (15) scaled ratings and closed-ended questions from which quantitative data is collected. There is also approximately four (4) open-ended question to probe for verbatim responses from which qualitative comments are collected and categorized by the Contractor.
(iv) Information obtained by the Contractor via the Worker Care Clinic Surveys will be analyzed and formulated into a report that interprets the data in a format that is easily understood and that assists the WCB in making decisions relative to service improvements. The Contractor will also provide summary ratings of responses to survey questions twice a year, along with detailed data tables using cross tabulation analysis, and an anonymized copy of the verbatim responses from the open-ended questions.
(v) Additional data interpretation on trends, comparison from past years to present, key drivers of satisfaction, or other information may be requested from time to time. The Contractor may be required to provide this information in graphic displays.
(vi) Reported information will be provided to the WCB in a secure format compatible with WCB reporting requirements. This could include, but is not limited to, Microsoft Excel (currently preferred for spreadsheets and graphic displays), Microsoft Access, Microsoft Word, and other applications upon request of the WCB, such as SPSS.
(vii) The timeline for the Worker Care Clinic Surveys will begin with a population data transfer uploaded via SFTP once every two (2) weeks. The Contractor will conduct random sampling, testing, and fielding on an ongoing basis. In the month following Q2 and Q4 (twice per year), the Contractor will complete data collection, tabulation, analysis and reporting of the cross-tabulated data via secure e-mail delivered to the WCB.

h) Trust Index Surveys
(i) Conduct a telephone survey with an online option, in English and French, on an annual basis, of WCB-covered workers and employers (the "Trust Index Surveys"). The Contractor will provide the population list for WCB-covered workers and employers from which a random sample of six hundred (600) will be selected to complete interviews. Additionally, the WCB will provide a data set of approximately twenty-seven thousand (27,000) employer's names and telephone numbers, via a secure mechanism to the Contractor from which a random sample of four hundred (400) will be selected based on equal distribution of employer size to complete interviews.
(ii) Questionnaires will be provided by the WCB for the Contractor to assess WCB-covered workers' and employers' attitudes, interests, and opinions regarding the four (4) factors of trust (humanity, transparency, reliability, and capability) in relation to the WCB.
(iii) The Trust Index Surveys currently consists of approximately thirty-nine (39) scaled ratings and closed-ended questions from which quantitative data is collected. There is also approximately one (1) open-ended question to probe for verbatim responses from which qualitative comments are collected and categorized by the Contractor.
(iv) Information obtained by the Contractor via the Trust Index Surveys will be analyzed and formulated into a report that interprets the data in a format that is easily understood and that assists the WCB in making decisions relative to service improvements. The Contractor will also provide summary ratings of responses to survey questions once a year, along with detailed data tables using cross tabulation analysis, and an anonymized copy of the verbatim responses from the open-ended questions.
(v) Additional data interpretation on trends, comparison from past years to present, key drivers of satisfaction, or other information may be requested from time to time. The Contractor may be required to provide this information in graphic displays.
(vi) Reported information will be provided to the WCB in a secure format compatible with WCB reporting requirements. This could include, but is not limited to, Microsoft Excel (currently preferred for spreadsheets and graphic displays), Microsoft Access, Microsoft Word and, other applications upon request of the WCB such as SPSS.
(vii) The timeline for the Trust Index Surveys will begin with a population data transfer of employers' names uploaded via SFTP on or around the fourth (4th) Business Day of September. Within approximately one (1) month the Contractor will conduct random sampling, testing, and fielding. Within the following three (3) weeks of the fielding, the Contractor will complete data collection, tabulation, analysis, and reporting of the cross-tabulated data via secure e-mail delivered to the WCB.

i) Annual Healthcare Provider Survey
(i) Conduct an online and fax survey, in English and French, on an annual basis, of healthcare providers who have an active account with the WCB (the "Annual Healthcare Provider Survey"). Once a year, the WCB will provide a data set of approximately two thousand, four-hundred (2,400) healthcare provider names and contact information via a secure mechanism to the Contractor. The response rate is expected to be approximately five percent (5%) or approximately eighty-five (85) completed surveys.
(ii) A questionnaire will be provided by the WCB for the Contractor to assess healthcare providers' attitudes, interests, and opinions regarding their role in returning Injured Workers to work and their experience with the WCB.
(iii) The Annual Healthcare Provider Survey currently consists of approximately twenty-one (21) scaled ratings and closed-ended questions from which quantitative data is collected. There is also approximately three (3) open-ended questions to probe for verbatim responses from which qualitative comments are collected and categorized by the Contractor.
(iv) Information obtained by the Contractor via the Annual Healthcare Provider Survey will be analyzed and formulated into a report that interprets the data in a format that is easily understood and that assists the WCB in making decisions relative to outreach and service improvements. The Contractor will also provide summary ratings of responses to survey questions once a year, along with detailed data tables using cross tabulation analysis, and an anonymized copy of the verbatim responses from the open-ended questions.
(v) Additional data interpretation on trends, comparison from past years to present, key drivers of satisfaction, or other information may be requested from time to time. The Contractor may be required to provide this information in graphic displays.
(vi) Reported information will be provided to the WCB in a secure format compatible with WCB reporting requirements. This could include, but is not limited to, Microsoft Excel (currently preferred for spreadsheets and graphic displays), Microsoft Access, Microsoft Word and, other applications upon request of the WCB such as SPSS.
(vii) The timeline for the Annual Healthcare Provider Survey will begin with a population data transfer via SFTP by the WCB on or around the fourth (4th) Business Day of April. Within approximately one (1) month the Contractor will conduct random sampling, testing, and fielding. Within the following three (3) weeks of the fielding, the Contractor will complete data collection, tabulation, analysis, and reporting of the cross-tabulated data via secure e-mail.

j) Other Surveys
(i) The Contractor may be requested to conduct a survey of WCB stakeholder groups outside the scope of the regular scheduled surveys indicated hereinabove. The surveys may be conducted by telephone, mail, web-based, or electronically, as agreed upon by the Contractor and the WCB.
(ii) On each occasion, the survey questionnaire will be developed jointly by the Contractor and the WCB to draw upon respondents' attitudes, feelings, beliefs, experiences, reactions, etc., as determined necessary by the WCB.
(iii) Information gained by the Contractor will be analyzed and formulated into a report that interprets the data in a format that is easily understood and that assists the WCB in making decisions relative to service improvements.
(iv) Reported information will be provided to the WCB in a secure format compatible with WCB reporting requirements. This could include, but is not limited to, Microsoft Excel (currently preferred for spreadsheets and graphic displays), Microsoft Access, Microsoft Word, and other applications upon request of the WCB such as SPSS.

k) Focus Groups
(i) The Contractor may be requested to conduct focus groups to test customer service, human resource or communication concepts, new WCB publications, or other topics.
(ii) On each occasion, a questionnaire will be developed jointly by the Contractor and the WCB to draw upon respondents' attitudes, feelings, beliefs, experiences, and reactions, etc., as determined necessary by the WCB.
(iii) Information gained by the Contractor via the focus groups will be reported in a format that is easily understood and that assists the WCB in making decisions relative to the item or topic being tested.

l) Continuous Improvement for Stakeholder Feedback Mechanisms
(i) The Contractor will be expected to review the existing survey questions and survey practices for the purpose of providing the WCB with recommendations on how to improve the quality and efficiency of soliciting feedback from Injured Workers and its other stakeholders. If existing questions are to be removed and replaced with new questions it is expected that the fees listed in the Fee Schedule for the surveys described above shall remain unchanged. If the number of questions are to be increased or decreased for the surveys described above, then the Vendor must clearly indicate in the Fee Schedule what impact such changes will have on the fees for the surveys.

m) Other Reports
(i) The Contractor will provide, on an "as required" basis by the WCB, a written report on the Services. The written report will not require in-person attendance at the WCB's facilities. At a minimum a written report will include:
-Details of any Services to date requested by the WCB;
-WCB department(s) which requested the Services;
-Fees invoiced and paid to date;
-Timelines for ongoing Services, if any; and
-Current completed Services.
(ii) The Contractor will, upon the WCB's request, permit examination and provide a copy of findings, data, specifications, drawings, working papers, reports, documents, and material, whether complete or not, that have been produced, received, or acquired by the Contractor as a result of, or in relation to, the Services. The WCB will not request data which would improperly identify individual respondents who were advised a survey or focus group was being conducted anonymously.

The Services shall normally be performed in and out of Business Hours, in order to be able to contact potential participants, as deemed necessary by the Contractor. The Contractor shall not charge any overtime rates unless specified in the Fee Schedule.

The WCB shall provide the Contractor a "do not contact list" and the Contractor shall be responsible for ensuring it does not contact those identified individuals. If a respondent requests to be added to the WCB's do not contact list, the Contractor shall update the list accordingly and provide a copy of same to the WCB in a timely fashion.

The Contractor must demonstrate it possesses the following:
a) Capability to provide the Services (qualifications and experience of Vendor and its proposed resources);
b) Timeliness in delivery of similar services for reporting data, graphic presentations, and quality control (include examples of work for previous clients to demonstrate);
c) Knowledge and experience in performing similar services for similar size client;
d) Previous knowledge and experience with Canadian worker compensation systems;
e) Capability to conduct surveys fluently in English and French.

The Proposal should include an overview of the proposed resource(s) being offered, including profiles of work which highlight their experience performing similar projects.\

The Contractor will not be required to have and maintain workers compensation coverage for its workers who will be providing the Services, unless required pursuant to The Workers Compensation Act.

The Services shall normally be provided remotely from the Contractor's facilities located in Canada, with in-person meetings to be at the WCB's facilities located at 333/363 Broadway, Winnipeg, Manitoba, as required, unless otherwise agreed in writing.

It is expected the Services will be required for an initial period of two (2) years with a start date of December 2, 2024. The WCB shall have an irrevocable option to further extend the Services on the same terms and conditions and fees for an additional period of up to three (3) years.

Services for ad hoc surveys or focus groups will be structured with an Agreement that will require the parties to enter into a subsequent Statements of Work (collectively the "SOWs"). The parties shall mutually agree upon the distinct scopes of work for the Services, including the total fees, deliverables, and completion dates for same, in writing, via the SOWs, prior to commencing work on such new components.
 Bidding and Documents are available on http://www.merx.com. Fees may apply; See https://www.merx.com/public/pricing for more information.

Opportunity closing date

19 September 2024

Value of contract

to be confirmed