Water Contamination Settlement – City of Shannon, QC

Background

In the year 2000, officials from the city of Shannon, Quebec detected groundwater contamination leaking into the city’s well water facilities. For several decades, a carcinogenic industrial chemical called trichloroethylene, or TCE, was used at the nearby Valcartier research facility. In 2020, the Quebec Court of Appeal awarded millions to impacted residents.

Service/Solution Impact

OXARO’s case management solution delivers self-service capabilities to the residents of Shannon.. Our solution allows Shannon residents to submit a claim, monitor the status of their claim, and update their information as needed. As such, our case management team can process and adjudicate program claims quickly. The solution provides key stakeholders, including legal teams, case managers, and administrators, with access to a single source of truth for class-action settlement claims processing, management, and reporting.

Project Scope

The Water Contamination Settlement for the City of Shannon project required the establishment of an end-to-end claims management solution and contact centre services. OXARO provides support for the claims process in both official languages and is responsible for responding to general inquiries, the claims management portal, and managing a central database.

Further, OXARO delivers the following initiatives:

• Toll-free, bilingual contact centre services
• Provision and ongoing maintenance of a public facing website meeting Government of Canada security and accessibility standards
• Provision and ongoing maintenance of a claimant and administrator portal to upload and review documentation

Service/Solution Overview

Our team brings significant experience and expertise to the delivery of technology solutions in supporting claims management processes. The Water Contamination Settlement for the City of Shannon project leverages OXARO’s expertise in delivering secure cloud-based solutions and operations.

Deliverable Breakdown

• Bilingual contact centre
• Web-based portal for claims intake
• Interactive voice response design and configuration
• Deployment of a custom email address and phone number

Program Highlights

• OXARO Cloud: Protected B cloud compliant solution, including ISO 27001, ISO 27017, ISO 27018 and SOC 2 Type II compliance.
• Role based access control for multiple stakeholders involved in supporting claims approval and processing
• Real-time notification to claimants regarding claim status updates