The Workers Compensation Board of Manitoba (WCB) invites firms to submit a Proposal for the following: WCB Manitoba (the "WCB") is seeking a qualified Vendor with a proven track record of successfully supporting other Workers Compensation Boards—preferably within Canada—in modernizing their claims management service delivery model. The Vendor will bring expertise in service delivery model redesign, organizational transformation, and user-centred design to co-develop a future-state claims management service model in collaboration with internal and external stakeholders. This includes facilitating co-design sessions, validating future workflows, supporting persona development, and defining supporting roles and service expectations.
The Successful Vendor will also assist in the development of change management and implementation strategies, training materials, and operational tools aligned with the redesigned model. Support will be required in preparing pilot components, conducting readiness assessments, and refining the design based on user testing and feedback. The Successful Vendor will be expected to work closely with internal project leads, Compensation Services staff, and IT to ensure alignment with operational capacity and technology readiness. Preference will be given to Vendors who have demonstrable experience working with WCBs in Canada on similar projects.
Description of Services
The Contractor will assist the WCB in modernizing their claims management service delivery model, which will include service delivery model redesign, organizational transformation, and user-centred design to co-develop a future-state claims management service model in collaboration with internal and external stakeholders. This includes facilitating co-design sessions, validating future workflows, supporting persona development, and defining supporting roles and service expectations.
The Contractor will also assist in the development of change management and implementation strategies, training materials, and operational tools aligned with the redesigned model. The Contractor will support pilot testing of selected components of the redesigned model, assess organizational readiness for implementation, and refine the modernized claim management service delivery model based on user testing and feedback. The Contractor will work closely with internal project leads, staff from the WCB's Compensation Services department, and Information Technology staff to ensure alignment with operational capacity and technology readiness.
Without limiting the generality of the foregoing, the WCB requires the Contractor to perform the services set forth in the following five distinct phases:
Define Business Outcomes
oConduct an environment scan and diagnostic of internal and external challenges, including trends in psychological and complex claims, staffing pressures, and service expectations.
oIdentify strengths and success factors to preserve.
oFacilitate the co-development of measurable business outcomes that reflect the WCB’s strategy and stakeholder needs.
oEstablish guiding principles, ensuring the service experience is simple, easy, fair, and timely.
oMap the WCB's strategic priorities to the corresponding business outcomes, to ensure each outcome directly supports organizational goals and measurable improvements in service delivery.
(b) Build a Business Capability Model
oTranslate business outcomes into the key organizational capabilities the WCB must strengthen or build.
oDevelop a structured capability model that defines critical functions (e.g., segmentation, knowledge management, proactive planning) without locking into rigid structures.
oEnsure the model reflects both strategic goals and operational realities, validated with internal and external stakeholders.
oDefine the target operating model (TOM) and develop a high-level conceptual model that shows how the redesigned service model will work in practice - including how people, processes, and technology will come together to deliver the desired results.
oIdentify initial system dependencies and constraints to ensure the conceptual model is realistic within WCB's current legacy environment.
(c) Identify Change Requirements
oPerform a structured gap analysis between current capabilities and the future model.
oDefine required changes across people, processes, technology, and policy.
oAssess the impact of legacy systems on the future model - clarifying what can be achieved within current systems, what enhancements could enable near-term improvements, and what elements will require new or replacement solutions.
oProvide interim recommendations for roles, workflows, and system adaptations to bridge the gap until longer-term solutions are available.
(d)Create a Roadmap for Change
oDevelop a sequenced, phased roadmap that sets out the path from current state to future model.
oHighlight high-value initiatives, define dependencies, and ensure the roadmap is practical and paced for WCB.
oIntegrate change management supports, adoption metrics, and clear approval points.
oAnalyze and plan for legacy system impacts, identifying where existing systems can support elements of the new model, where temporary workarounds may be required, and where new or modernized solutions will be needed to achieve the desired future state.
(e)Adjust Supporting Practices
oProvide training, learning pathways, and change supports to embed new processes and capabilities.
oUpdate governance, decision-making practices, and performance measures.
oSupport pilot rollouts, communications, and stakeholder engagement to ensure adoption.
oDeliver evaluation of outcomes and recommend refinements to sustain change.
The Contactor will be expected to bring proven methodologies, facilitate engagement, and co-develop deliverables with WCB staff and stakeholders.
The Services shall normally be performed during Business Hours. However, the WCB may request some of the Services to be performed outside Business Hours from time to time, as deemed necessary, in the unfettered discretion of the WCB. The Contractor shall not be entitled to charge overtime rates unless specified in the Fee Schedule.
The Vendor must have experience and knowledge with the following:
a. Recent (within the last five years) demonstrated experience leading or supporting large-scale service delivery model redesign or operational transformation in a public-sector or similar setting to WCB (e.g., claim management, disability services, insurance).
b. Demonstrated ability to design and facilitate inclusive engagement processes involving internal staff as well as external stakeholders (e.g., employers, workers, healthcare providers, and representative groups).
c. Proven ability to operate effectively in a unionized and legislated/regulatory environment, with sensitivity to collective agreements, legislative frameworks, and policy constraints.
d. Demonstrated experience developing or advising on role design, workforce realignment, or organizational change strategies that directly affect service delivery.
e. Proven expertise applying structured change management methodologies, including training programs, communications, and adoption planning.
f. Demonstrated capability to design and conduct post-implementation evaluation, including measurement of adoption, service performance, and lessons learned.
g. A project team with expertise across strategy, capability modeling, target operating model development, change management, and evaluation.
The Vendor should have experience and knowledge with the following (which may be considered an asset when evaluating):
a) Direct experience delivering comparable projects for a Canadian Workers’ Compensation Board (e.g., redesign of case management approaches, role design, service workflow transformation).
b) Consultants with direct background in WCB claims management to support development of personas, workflow design, and operational insights.
c) Demonstrated understanding of best practices and service models related to segmentation of claims and clients, particularly in complex environments.
d) Proven ability to design and deliver training materials to support complex operational change, including tailored supports for frontline staff, managers, and leaders.
e) Use of structured, validated co-design methodologies in public-sector transformation work, ensuring diverse stakeholder perspectives are incorporated
f) Familiarity with WCB claims management systems, including both custom-built platforms and COTS solutions, to understand workflows and data dependencies.
g) Demonstrated experience successfully delivering multi-phase or multi-year transformation projects with structured governance and approval gates.
h) Strong evaluation frameworks for measuring adoption, stakeholder satisfaction, and service outcomes, including lessons learned.
i) Capacity to provide knowledge transfer that builds WCB’s internal ability to sustain improvements post-project.
The Proposal should include an overview of the proposed resource(s) being offered, clearly explaining their role on this project, including profiles of work which highlight their experience performing similar projects.
The Contractor will not be required to have and maintain workers compensation coverage for its workers who will be providing the Services, unless required pursuant to The Workers Compensation Act.
The Services shall be provided onsite at the WCB's facilities and from the Contractor's facilities located in Canada, as applicable, unless otherwise agreed in writing.
The preferred start date of the Agreement is January 1, 2026.
The Services will be structured with an Agreement that will require the parties to enter into subsequent Statements of Work (collectively the "SOWs"). It is anticipated that one or more SOWs will be executed that cover each distinct phase of the project. (For greater certainty, the phases are listed in paragraphs 4(a)-(e) above).
The exact scope of work for the Services is subject to refinement over time, as the WCB's needs and priorities will evolve as different phases of the Services are completed and further information is collected. The parties shall mutually agree upon the distinct scopes of work for the Services, including deliverables, and completion dates for same, in writing, via the SOWs, prior to commencing work on such new components.
