Accelerated solutions knowledgebase: information for departments, including departmental methods and procedures for security, revenue and pricing.

Staff empowerment and enabling knowledgebase: information for all employees, including human-resource policies and procedures.

Knowledge capital knowledgebase: Information for external customers, employers, workers and other stakeholders.

The system contains more than 200 knowledge bases and records, and it receives approximately 800,000 hits each month. If an employee needs information on filing a claims appeal, she can search the knowledge bases for related legislation, guidelines on how the WSIB interprets the legislation and policies for filing the appeal. She can also easily find other employees who are experts in the area of claims appeals. The WSIB management has started connecting knowledge management to performance by including intellectual capital contributions into employees’ job objectives.

The WSIB plans to expand the system with an Internet-enabled application that will help front-line teams collect claims information—a project that will require supplementation with large-scale technologies such as document management and customer relationship management. The WSIB will also be looking at technologies that border on artificial intelligence to aid employees in decision making.

Kudos for the program keep arriving, including two Canadian Information Productivity awards and a silver medal in Technology in Government Week’s distinction awards for innovative service delivery in the provinces. One of the WSIB’s visions is to position itself as a center of expertise for workplace health and safety in Canada and, eventually, the world, Sooknanan says. "While it’s not our mandate to say we want to serve the world, I think that’s what’s going to happen if we focus on doing a job that’s going to be world-class."