21 - 24 October, 2019 | Toronto, Ontario
Jennifer Anderson, Chief Service Excellence Officer at WSIB Ontario

Jennifer Anderson

Chief Service Excellence Officer
WSIB Ontario

Check out the incredible speaker line-up to see who will be joining Jennifer.

Download The Latest Agenda

Main Conference Day One: October 22, 2019

Tuesday, October 22nd, 2019

8:00 AM Digital Transformation at the WSIB: Making Service design and technology work together to improve customer experience and operational efficiency

This presentation will discuss the role of both service design and technology in changing business
process and organizational culture and eliminating operational inefficiencies (and paper) to meet
customer needs and expectations. It will also describe the program to modernize the core services
of the Workplace Safety and Insurance Board, which uses both perspectives to successfully
change the customer experience, drive process efficiencies and reduce technical debt.
Utilizing deep customer listening techniques together with Design Thinking, WSIB is embarking on
a multi-year journey that includes both quick wins through a Digital Factory approach and a longer,
larger multi-year transformation program to deliver a new way of managing our core business and