WSIB Cuts Employer Registration Time to Under 10 Minutes with Digital Modernisation

Ontario’s Workplace Safety and Insurance Board (WSIB) has significantly accelerated its WSIB employer registration process, reducing a procedure that previously took several business days to one that can now be completed in under 10 minutes. The transformation is part of the organisation’s multi-year digital-first modernisation programme, supported by Guidewire’s Jutro Digital Platform and implemented in collaboration with Guidewire partner Accenture.

WSIB registers approximately 30,000 new employers annually. Previously, the process relied heavily on paperwork and manual reviews, creating delays for businesses and requiring considerable staff involvement. The redesigned online service now allows approximately 90% of Ontario employers to complete registration in a single session, with most receiving an immediate decision.

WSIB employer registration moves to a faster digital process

The new system automates routine registration activities, reducing the need for manual intervention. Instead of processing every application through the same review procedure, WSIB can now direct staff attention towards more complicated cases that require human judgement.

The organisation says the modernised process has reduced registration time by at least 75%. While some employers previously faced waits of up to 20 days, around 90% of applicants can now receive an instant decision and complete the process in one online session.

The initial customer response has also been positive. According to WSIB, the solution recorded a post-launch Customer Satisfaction (CSAT) score of 100.

The key improvements reported by WSIB include:

• Faster registration: The process that once took several business days can now be completed in under 10 minutes for eligible employers.
• More immediate decisions: Approximately 90% of Ontario employers receive an instant decision.
• Reduced manual processing: Automation handles routine applications, allowing employees to concentrate on cases requiring closer examination.
• High customer satisfaction: The new service achieved a post-launch CSAT score of 100.

Digital foundation creates scope for future AI capabilities

Beyond speeding up registration, the project establishes a digital infrastructure that WSIB intends to build on as its modernisation programme progresses.

The organisation plans to introduce practical artificial intelligence capabilities where they can improve service delivery. One potential application identified by WSIB is using AI to help clear exceptional cases more quickly and improve routine operations.

Greg Morreale, Vice President of Enterprise Technology Solutions at WSIB, said the objective was to make employer registration simpler while allowing employees to concentrate on applications requiring human judgement.

“With this foundation in place, we can apply AI where it adds real value, starting with clearing exceptions faster and improving day-to-day service,” Morreale said.

Darshi Gurusinghe, WSIB’s Chief Customer Experience Officer, said most employers can now complete registration in one sitting and receive an answer immediately. She added that the change benefits both businesses and WSIB employees by reducing manual processing and allowing staff to devote more time to supporting workers and employers across Ontario.

Guidewire and Accenture support WSIB’s modernisation programme

The project uses Guidewire’s Jutro Digital Platform and forms part of a wider technology relationship between WSIB and Accenture that began in 2019.

Since then, Accenture has worked with WSIB on several digital initiatives, including the Workers Portal, Employer Portal and document-upload capabilities. In addition to implementing technology solutions, Accenture has advised on architecture and supported WSIB leadership in making strategic technology decisions.

Michael Mahoney, Head of Professional Services at Guidewire, said WSIB had modernised both the employer-facing experience and the underlying transaction platform. He described this as a foundation for further development, including AI-enabled services as the organisation’s requirements evolve.

Puneet Chattree, Insurance Lead at Accenture Canada, said the redesigned registration experience removes a significant source of friction for Ontario businesses. He added that the project illustrates how rethinking complex, high-volume processes can improve services for organisations and the people who depend on them.

With its updated digital platform in place, WSIB aims to continue developing its services and explore further applications of AI as part of its longer-term modernisation efforts.

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