When Ontario Public Health declared a ‘ Work From Home ’ policy due to COVID-19 , the WSIB , like many organizations , faced an unprecedented challenge : How to quickly transition to a fully remote workforce while maintaining service levels for employers , and payment continuity for injured workers .

WSIB engaged CGI to support their transition to the new working reality by providing tailored end user computing and service desk solutions .

WSIB and CGI mobilized and united the resources necessary , including senior management , technology , and expert personnel . With highly collaborative and creative thinking , WSIB and CGI were able to overcome conventional limitations and transition 4,300 WSIB workers and their IT devices into a remote workforce .

Careful planning and crisis management from the deployed CGI service teams paid off when each team readily handled the spike in call volumes and increased handling times as WSIB workers moved home . It was imperative that WSIB data remained secure outside the traditional working environment , and that end users experienced no service degradation despite the increased load on technological infrastructure .

Together , WSIB and CGI rapidly implemented a range of risk management approaches to preserve the customer experience of the WSIB workforce . This included digitizing document handling , remote desktop re-configuration , creating a new toll-free helpline , and redeploying a number of support teams . WSIB and CGI were subsequently able to guide WSIB workers through the challenges of setting up their workstations from home while in parallel CGI quickly configured and issued over a 1,500 new laptops .

In just over 3 weeks , WSIB and CGI demonstrated resiliency in crisis by transitioning all WSIB workers to remote work arrangements while maintaining critical service levels and uninterrupted payments to injured workers .

CGI ’ s exceptional support enabled the WSIB to maintain critical services to injured people from distributed locations while transitioning from a traditional bricks and mortar operation to facilitating employees working from home . I look forward to continuing this partnership and working collaboratively together .

– Samantha Liscio , WSIB Chief Technology & Innovation Officer

ABOUT CGI

Founded in 1976 , CGI is among the largest IT and business consulting services firms in the world . Operating across the globe , CGI delivers end-to-end capabilities , from strategic IT and business consulting to systems integration , managed IT and business process services and intellectual property solutions , helping clients achieve their goals , including becoming customer-centric digital enterprises .