Abstract
Vision Service Plan (VSP) provides high-quality, cost-effective eye care benefits and world-class products and services to eye care professionals, employers, and more than 56 million members. A management dashboard provides Supervisors and Management with visibility and access to active work. The use of the Customer Care Portal significantly improved customer service quality by simplifying the creation and processing of critical documents including claims adjustments, complaints, doctor inquiries and fraud alerts while providing over $700K in annual savings on business operations. The key users include Customer Service Representative knowledge workers who create the case and can add tasks that trigger collaboration with the Processor knowledge workers who receive the case and process the necessary activities on the case.