Maintain pace with customer needs as technology accelerates
and businesses change.
STRATEGY:
➜ Embed technology to generate greater value in the customer experience:
from business intelligence and data capture to using technology for predictive
hazard prevention, extend our reach to more workplaces through greater
access and speed of service.
RESULTS:
➜ Increased digitization of the customer experience
Focus on digital channels has resulted in sharing more health and safety messages:
– Exceeded year-over-year digital reach target by
15%
In 2022-23, WSPS made improvements to:
– Enhance the user search experience and close digital content gaps.
WSPS utilized AI software to identify trending/most searched topics, fine
tune search specifications, and update and develop content. There were
25 gaps closed on trending topics such as hazard assessments, ladder
safety, racking, and safe lifting.
– Enable a more efficient website user experience through the
implementation of a 'live chat' function, empowering customers
to ask questions and resolve issues in real time.
➜ Enhanced service delivery using technology: grew number of technology-
based customer solutions
Hybrid (online and in-person) customer training has been integrated into
WSPS services, offering participants increased flexibility and choice.
Leveraging WSPS expertise in ergonomics, sensor less motion capture
technology (SMT) was piloted as an innovation in ergonomic
assessments, accelerating data collection while amplifying consultant
skills and expertise.
2
Strategic Objective
Accelerate customer
solutions
6 | Workplace Safety & Prevention Services
