Measuring our Performance
In January 2024, WCB Nova Scotia launched a new, seven-year strategic plan.
The plan sets ambitious improvement targets for injury prevention, safe and timely return to work and exceptional service. The new plan will have a new balanced scorecard, with new key performance indicators (KPIs). The plan, and the scorecard, are founded in transparency, and clear service level agreements. We will build accountability for our performance at every level of our organization, reflected in our reporting to the people we serve.
The 2023 Annual Report includes reporting upon the previous metrics, and it also shares our new measurement approach.
2024 Goals and Service Level Agreements
Changes-at-Glance
KPIs carried over to new Balanced Scorecard:
Injury frequency, time-loss injuries per 100 covered workers
Time-Loss days paid per 100 covered workers
Revised KPIs:
% RTW in 90 days (Previous measure: 180 days)
% Return to full and partial employability
(previous: full return only)
New KPIs:
Updated service satisfaction measures
(TBD, previously a broad satisfaction index)
First contact in 2 days
Entitlement decisions in 7 days
First payment in 15 days
Message response in 2 days
Service Quality (TBD)
Operational Measures, reported but no longer KPIs
Injury Frequency – Long-Term Care and Home Care
Time-Loss Days per 100 Covered Workers in Long-Term
Care and Home Care
Composite Duration Index
Cost of EERBs
Claim Payments Last Three Years per $100 of Payroll
Administrative Cost per $100 of Payroll
5-Year Rate of Return on Investments