Lessons in the aftermath: Changing the way we look at the insurance business.(president of Travelers Insurance Claim Services J. David Gibbs)

Three areas in which workforce managers interested in reducing workers' compensation costs can exert some control are: 1. the way injured employees are treated, 2. how often and how well workforce managers collaborate, and 3. how well workforce managers use innovations and technology. And when these three areas are examined, workforce managers can start to see an outline emerging for a new viewpoint on workforce management. For one thing, it puts the real customer - the injured employee - at the center of the process. And it surrounds that customer with a versatile, cooperative network of disciplines and providers - a network that administers just the right degree of expertise, resources and technology to achieve the best possible outcome - for both the employee and the employer.