Division of Energy Employees Occupational Illness Compensation (DEEOIC)

The Division of Energy Employees Occupational Illness Compensation (DEEOIC) is committed to improving the experience of our stakeholders and employs dedicated customer experience staff on the Outreach and Customer Experience Unit (OCXU) within the Branch of Outreach and Technical Assistance (BOTA). These employees work to understand the perspective of DEEOIC claimants and Authorized Representatives and recommend ways to increase positive stakeholder experiences with the division. The OCXU is also responsible for reporting to the Office of Management and Budget (OMB) as a High Impact Service Provider (HISP) within the Office of Workers Compensation Programs.

What is Customer Experience (CX)?

Customer experience is the sum of all interactions that a customer has with an organization over the life of the relationship with that customer. From navigating the DEEOIC website to calling or visiting one of our Resource Centers, every interaction with our stakeholders is part of the customer experience.

How does DEEOIC work to improve CX?

The DEEOIC CX staff collect customer feedback through surveys, phone interviews, and focus groups. Insights gathered from a variety of channels and touchpoints are used to make recommendations for programmatic improvements to senior management. The CX staff also work with other DEEOIC branches to provide a customer perspective on our digital tools, such as our website, Employees' Compensation Operations & Management Portal (ECOMP), and the Energy Document Portal (EDP). Through this work, the OCXU aims to improve the experience for DEEOIC claimants and Authorized Representatives.

What is High Impact Service Provider (HISP)?

In Fiscal Year 2019, the Office of Management and Budget (OMB) identified the Office of Workers' Compensation Programs (OWCP) as a High Impact Service Provider (HISP). High Impact Service Providers are identified due to the importance and visibility of the services they provide. All High Impact Service Providers are required to implement the guidance in OMB Circular A-11 Section 280 (Managing Customer Experience and Improving Service Delivery). Requirements include quarterly reporting on customer feedback/surveys, action plans, and capacity assessments. Data collected from these designated HISP is presented on performance.gov/cx to ensure transparency and accountability.