PERMA Claims System Implementation Case Study

This case study outlines the implementation of a new claims system by the Public Employer Risk Management Association, Inc. (PERMA) in partnership with Origami Risk. The objective was to gain more control over their claims system and enhance operational efficiency within a tight timeline. The study details the challenges faced by PERMA, including the need to replace their existing TPA-managed claims system quickly. It describes how the flexibility of Origami's configuration allowed PERMA to customize their platform effectively, leading to significant improvements in communication, operational efficiency, and member satisfaction. Key results include a reduction in the time taken to complete quarterly member satisfaction surveys from 90 minutes to 10 minutes and an increase in online portal usage for reporting injuries. The case study further highlights the ongoing evolution of the platform to support advanced self-service options and enhanced reporting capabilities, demonstrating the positive impact on PERMA's operational culture and member value.