Customer surveys and Entegral update​

June 30, 2021

Dear business partners,

We’d like to share an update with you about your scorecards and an improvement Entegral is making.

Customer Surveys

July scorecards will include completed survey data in your Customer Satisfaction Index (CSI) KPI. This score is based on regional data.

As you may recall, during this first year of the Collision and Glass Repair Programs, we put a placeholder score of 75% for this index. As a result, your actual score will show as either a decrease or increase from this placeholder.

Due to the survey cycle time, we will be using data from customer surveys completed on March 1, 2021 onwards for Glass Participants and April 1, 2021 onwards for Collision Participants. These dates ensure 12 months of data is collected for the current measurement period.

Please review the video demo for more information on the Customer Survey. If you need assistance in setting up access to Mitchell Connect to view your survey scores, please reference the following job aid (August 2023 update: job aid no longer active).

Please contact your Account Service Representative if you have any questions.

Entergral update

Entegral will be updating their Networks Product on July 1, including a new look to the Company Profile Cards and the Profile Categories. You are not required to complete any updates and your existing profile information is not affected. The following is a summary of the improvements:

• Profile Cards

  display an overview of the repair facility’s information. Within the Company Profile Cards you can easily identify whether any information requires updating. Using the filters (top right corner) is also another convenient way to see this information.

• Profile Categories

  include the information you provided at the time of your program application. With the update, the Categories list will look different and a red icon will identify any areas that require answers or updates. Please note, updating the business hours applies to the General Profile only, so those changes will not automatically update the ICBC Repair Network Locator.

I encourage you to refer to the Entegral Product Adoption Guide for more information about these improvements. If you have questions or require assistance with the Entegral update, please contact the Entegral Customer Support Team at (888) 850-2767.

Regards,

Greg Beauregard

Director, Material Damage Strategy and Programs

​Shared Benefits and policy & procedure updates effective June 24

June 22, 2021

Dear business partners,

I would like to provide an update on the Glass Shared Benefits Program and some improvements to our policy and procedures effective June 24.

Shared Benefits Program

​​I’m pleased to share that during the last measurement period (April 1, 2020 – March 31, 2021), the repair ratio increased to 28.2%. This is a moderate increase from the previous baseline repair ratio of 27.5%, which was based on a two year average (2018/2019).

This increase resulted in $660K in savings, which means 40% ($264K) will be shared with high performing Participants as outlined in Section 5.6. Shared Benefits Program. This payment will be made on June 24, 2021.

Going Forward – Shared Benefits Program

The baseline repair ratio for the current measurement period (April 1, 2021 – Mar 31, 2022) will be updated to 28.3%, given it is based on a rolling two year average (2020/2021).

We will continue to look for ways to improve and streamline the program, including how we can recognize supplier performance on a more individual level.

Advanced Driver Assistance Systems Calibrations for Collision and Glass

The following rates apply for ADAS calibration of forward facing cameras for work completed on or after June 24 by a Glass or Collision program participant.

• ​$225 maximum for static and dynamic calibrations
  

• $450 maximum where both calibration types are required (universal)

Please reference the policy for additional details.

In March 2020 we started to collect data on costs related to Advanced Driver Assistance Systems (ADAS) calibrations completed in-house and by sublet. We did this partly in response to feedback from the Liaison Committee about the impacts and future trends of ADAS. And partly in response to varied pricing standards from B.C. suppliers. To date, we have analyzed more than 20,000 calibrations captured. We will continue to monitor data and industry feedback.

Additional policies updates – Effective June 24, 2021

1. Policy on upgrade or substitution for glass only claims: If requested by a customer, upgrades or substitutions on glass only claims are now allowed, provided there is no additional cost to ICBC. A point of sale receipt must be kept on file detailing customer and ICBC portion of the claim.

2. Policy on supplier surcharges for glass only claims: We have updated the supplier surcharge policy to reflect the above change and align with “Policy on Upgrade or Substitution for Glass Only Claims”.

3. Managing a roof glass claim: We have added a policy that allows you to process a glass-only roof claim with the assistance of an ICBC Estimator.

4. Policy on supplier incentive and promotions​: Previously known as policy on supplier discounts. To align with our program guide, we have removed wording surrounding non-compliance.

If you have questions related to this communication, please contact your Account Service Representative.

Greg Beauregard

Director, Material Damage Strategy and Programs

Update on Entegral Scorecards and the Glass Shared Benefits Program

June 1, 2021​​

Dear business partners,

With tiering now complete, I wanted to provide you with an update on the Entegral Scorecard and Glass Shared Benefits program.

Entegral Scorecard handling of null values

Starting this month, the issue of null values in the Entegral Scorecard will be resolved. The issue occurred when a Participant didn’t receive a score for a particular KPI for the prior month, such as QA, which meant the Entegral Scorecard would appear as “null” and the Participant’s quadrant and overall index score would not be generated.

Moving forward, if a Participant does not receive a score for a particular KPI during the prior month, then a zero value will be recorded instead of “null”, allowing quadrant and index scores to generate.

This zero value will only impact the Participants index score for the month in question. Once a record is generated for the particular KPI, the Participant’s index score will update accordingly for the current year.

This change is intended to drive greater clarity, allowing Participants to better interpret their overall performance.

Glass Shared Benefits Program Update

We are working towards finalizing the outcome of Glass Shared Benefits Program from the previous measurement period and will provide an update by mid June. We thank you for your patience as we move through this exercise for the first time.​

If you have questions, please contact your Account Service Representative to discuss further.

Regards,

Greg Beauregard

Director, Material Damage Strategy and Programs

An update on PIBR improvements plans

May 31st, 2021

Dear business partners,

As you know, the post implementation business review (PIBR) highlighted some challenges that you are facing and opportunities for us to work together. I wanted to share our progress on some of our commitments from the PIBR to support labour needs and improve administrative efficiencies.

Supporting your efforts to attract and retain skilled labour

We have had initial discussions with the program advisory committees for VCC and BCIT about taking a larger role in attracting and retaining skilled labour. We’ve also started discussions with the Industry Training Authority (ITA) on how we can support their programs now and moving forward. We intend to bring the consultation findings to our senior leadership and consider whether there are more innovative ways in which ICBC may be suited to support talent attraction. As an immediate step, we’ve made a $1000 donation to VCC, which was matched by Scotia Bank to fund equipment and training activities for the transportation trades.

Commitment to gaining efficiencies for industry and ICBC

We have already made several updates for collision repair and have more updates planned in the coming months. We recognize the majority of glass repair claims involve straight through processing so efficiency gains are less readily available; however, we will continue to find efficiencies where possible.

Looking ahead

There’s lots of work to be done and we look forward to working with you on these improvements. Attached you will find the progress of our commitments and what we have planned in the coming months. We will send you an update on these initiatives in progress and future work we are doing in our next planned update.

Sincerely,

Greg Beauregard

Director, Material Damage Strategy and Programs

Progress on our commitments

Note: some activities are dependent upon ICBC resources and proposed delivery dates may be amended as priorities shift. ​Any changes will noted in our regular updates.​

Clarification on the Glass Pricing and Billing Policy

May 14, 2021

Dear business partners,

Some of you have reached out to our Provincial Glass Operations (PGO), seeking clarity on how our Glass Pricing and Billing Policy is applied in specific situations. We welcome the opportunity to clarify this policy.

NAGS price listed

When the NAGS price is listed, whether in the NAGS calculator or Glass Web Express (GWE), the NAGS pricing applies and cannot be exceeded regardless of the part sourced.

Part or price not currently available

When a part or price (in the NAGS calculator or GWE) is not currently available, you can manage customer expectations by booking the customer according to part availability or seeking a price match with a local supplier.

​Part discontinued or required for ADAS calibration

When the part has been discontinued, no longer available in Canada or required for ADAS Calibration, contact PGO and they will review and may authorize an exemption on a case-by-case basis, but a facility must not surcharge​ a customer.

No NAGS price listed

Where there is no NAGS part price listed, participants can bill cost plus 25%.

Replacement cost and new vehicle replacement plus (NVR+) policy
When the customer has a replacement cost or NVR+ policy, the glass part may be replaced with OEM. If the customer chooses not to utilize their replacement policy, due to part availability for example, then NAGS based pricing can be applied, but cannot exceed the OEM retail price.

This policy has been in place since 2018 when we discontinued the OEM and NAGS best price policy following ICBC’s analysis and industry feedback. We have recently evaluated the policy by engaging our Glass Repair Industry Liaison Committee and the Automotive Retailers Association (ARA), along with considering your feedback and have determined this policy is the best approach for all stakeholders, and our mutual customers.

We will continue working with the Glass Liaison Committee to ensure all policy and procedures are reflective of industry best practices and identify updates or new policies where applicable. Sincerely,

Greg Beauregard
Director, Material Damage Strategy and Programs​

National Auto Glass Specifications Pricing Change

Effective date: May 23rd, 2021

Summary of change

As of May 23, 2021 glass parts will be priced using the Spring 2021 pricing as listed in the current NAGS calculator (less 25%).

​Note: The winter prices apply to claims completed before May 23th, 2021. The new Spring 2021 prices will apply to claims completed on or after May 23, 2021.

If you have any questions or concerns please reach out to me directly, e-mail barbara.forman@icbc.com or phone 604-527-8704.

Thank you,

Barbara Forman

Manager Estimating Services

Provincial Glass Operations​​

​Extension of the temporary COVID-19 policies

April 27, 2021

Dear business partner,

As the current Provincial Health orders continue to be extended, we want to ensure we continue to have protective measures in place for the health and safety of our business partners, employees and customers.

We are extending the temporary policies currently in place to help reduce the spread of COVID-19 until September 7th, at which time we will reassess. We will continue to adjust as needed and will send further communications where necessary to alert you of any future changes.​

For specific policy details and updates, please see www.icbc.com/partners/Pages/covid- 19.aspx

Thank you for your continued commitment, support and understanding.

Regards,

Greg Beauregard

Director, MD Strategy and Programs​​

​Glass Repair Program Tiering now complete

April 26, 2021

Hello Glass Repair Facility,

The Glass Repair Program Tiering process is now complete and will go into effect between April 27 and 29. Tiering goes into effect over multiple days due to various systems and facilities that require updating. Program Participants will be recognized regionally as Tier 1, Tier 2 or Assessment Tier, based on the Participant’s eligibility and regional KPI performance from the previous measurement period.

You can confirm your Glass Tier by accessing your ICBC Glass Program profile in Entegral. From the Administration section, you will find your Glass Tier located near the bottom of the page, specifically question 17.

We would like to remind all Participants of the Tier benefits as well as Image and Documentation requirements described in the Glass Repair Program Guide. These sections identify key differences and important documentation requirements that vary by Tier.

Your Account Services Representative will contact you directly within the next week to review your Tier status and associated operational impacts.

Glass Shared Benefits Program:

As a result of the delay in scorecards this past month and the work required to Tier suppliers, the Shared Benefits analysis will be slightly delayed. An update will be provided to Participants in the coming weeks on the outcome of Glass Shared Benefits Program.

ICBC Repair Network Locator:

As a result of Tiering, the locator tool on ICBC.com will be updated on April 30. Participant locations are listed relative to their previous annual Tier status. This means Tier 1 Participants will be listed ahead of a Tier 2 and Assessment Tier Participants.

As communicated previously, the next measurement period runs from April 1, 2021 until March 31, 2022. ICBC will continue to look for ways to improve and streamline the Glass Repair Program through industry feedback and consultation.

If you have questions related to the Tiering, Glass Shared Benefits Program, or the locator tool, please contact your Account Service Representative​ who is best positioned to answer your questions.

Regards,

Greg Beauregard
Director, Material Damage Strategy and Programs​

Glass Repair Program Tiering Measurement Period coming to a close

March 29, 2021​

Hello Glass Repair Facility,

The Glass Repair Program Tiering Measurement Period is coming to a close on March 31, 2021 and the first static tiering date will take place after the April 2021 scorecards have been released which is expected to be completed no later than April 30, 2021.

By then, we will have gathered a full 12 months of data which recognizes the regional performance of Glass suppliers throughout BC. Through feedback from our Liaison Committee as well as suppliers, this first measurement period has taught us a lot and we have already made improvements to the program. This includes lessons learned in both the QA Assessment process and how we publish Entegral scorecards.

The Glass Repair Program Guide has been updated with changes effective on May 1, 2021. Below are some of the key updates:

• Section 5.1 – Tiering

• Section 5.2 – Tiering at Program Intake and Annual Tiering Evaluation

• Section 5.3 – Assessment Tier

• Section 5.5 – Glass Repair Network Locator

• Section 6.4.2 – Measuring Quality Assurance

• Section 7.3 – Failed Windshield Repairs

• Section 9.1 – Digital Images

We would like to remind all suppliers of the Tier Benefits (Section 5) as well as Image and Documentation requirements (Section 9) of the Glass Repair Program Guide. These Sections identify key changes that will come into effect once suppliers are tiered.

In support of promoting safe, quality windshield repairs, you will be receiving new marketing materials in the coming weeks, which includes windshield repair stickers, posters and tent cards. You can use these resources to encourage the conversation with customers about the importance of getting a chip repaired as soon as possible. Maintaining a ‘repair first’ philosophy and communicating with customers or business partners on the importance and benefits of repairs can positively impact your overall repair ratio.

If you have questions related to the Glass Shared Benefits Program, Program Guide or Tiering, please contact your Account Service Representative​ who is best positioned to answer your questions.

Regards,

Greg Beauregard

Director, Material Damage Strategy and Programs

ICBC's Policy on Supplier Discounts

February 12, 2021

Dear Glass Repair Facility,

I hope that you are keeping well and staying safe as we continue to adapt our businesses and practices to an ​ever-changing pandemic.

These are unprecedented times and we appreciate how businesses are responding to better meet the needs of our mutual customers. At the same time, we need to ensure the practices of our business partners are in accordance with ICBC policies and that our policies remain updated to reflect the changing times. This includes the evolving marketing, promotional, and other value added services you provide with the repair and replacement of automotive glass products.

Recently, some of you contacted us to express your concerns with respect to customer promotions involving online bookings. We would like to reassure you that our policies are applied consistently across all suppliers and this promotion was a result of a misunderstanding. We understand your concerns and are taking the necessary steps to address them, which includes actively working on ensuring there is clarity on how ICBC’s policies are applied. As new scenarios emerge, we are committed to continuously reviewing and improving our policies as required.​

We will share developments via our supplier correspondence and will post updates to our Material Damage Business Partners site​.

Thank you for bringing your concerns forward. We are committed to keeping you informed and doing our part to help you provide safe, quality repairs.

Please stay safe and take care.

Greg Beauregard

Director, Material Damage Strategy and Programs

​Update: ICBC's Glass Shared Benefits Program

February 2, 2021

Hello Glass Repair Facility,

I hope that you are keeping well and safe as we continue to adapt to COVID-19. We shared details of the Glass Shared Benefits Program with you in October and as part of this Program, ICBC is rewarding high-performing Glass Repair Program Participants by sharing a proportion of any savings achieved by increasing the Glass Repair Program windshield repair ratio across the province.

With only two months remaining in the measurement period, we want to update you on the progress to date and continue to support you as you provide safe, quality windshield repairs. The overall Glass Repair Program repair ratio must exceed the established baseline of 27.5% by March 31, 2021 to generate any savings.

Trends to date

In early December, we shared with you that from the start of the Program on April 1st until October 31st, 2020, the windshield repair ratio was 23.4%. We can now share that from April 1st to December 31st, the repair ratio has increased to 25.10%, continuing to follow similar trends from the previous two years. Maintaining a ‘repair first’ philosophy and communicating with customers or business partners on the importance and benefits of repairs can positively impact your overall repair ratio.

Reminder: As communicated in October, the Glass Repair Program requires that facilities achieve at least a 10% windshield repair ratio at the end of the static measurement period to remain in Tier 2. Participants that do no meet this minimum threshold will be placed in the Assessment Tier. Please refer to the Glass Repair Program Guide Section 5.1 “Tiering” for further information.

Marketing materials

To bring greater awareness of the benefits of repairing a windshield rather than replacing it, we ran a paid social media campaign from December 1st to 23rd. The social media campaign performed well with nearly 1 million views, which also prompted visits to our website where customers could find more information on chip repairs and to use the Glass Repair Network Locator. In addition to the paid campaign, we also published posts to ICBC’s social media channels, which included Trivia questions and a TipTuesday video, both were well received.

In addition to our social media campaign, we featured a post in our customer newsletter. This post is public facing on our website and is further promoted on ICBC’s social media channels.

Our Account Services team have heard some great feedback from you about the effectiveness of this campaign with the increase in chip repair inquiries. We will continue to post about windshield repairs on ICBC’s social media channels to help increase the windshield repair ratio.

Pilot project

You asked if there was more we could do to increase customer awareness of windshield repairs. To better support your business and our mutual customers, we’re excited to share that in the coming weeks, each Glass Repair Program Facility will be receiving a supply of windshield repair stickers that can be provided to customers who have their windshield repaired or replaced.

Customers can apply the sticker to a new chip immediately, and then get it repaired as soon as possible before it becomes a crack. The sticker will help prevent moisture and dirt from getting into the chip, which can affect reparability.

You can use these stickers to start the conversation with customers about the importance of getting a chip repaired as soon as possible.

Looking ahead

In the coming weeks, you will receive your windshield repair stickers and a poster you can display at your facility that highlights the benefits of getting a windshield repaired. If you are looking for additional marketing materials, please visit the Business Partner’s page.

The end of the measurement period when the results for the year will be tallied is March 31, 2021, which is fast approaching. If you have questions related to the Glass Shared Benefits Program or Tiering, please contact your Account Service Representative, who is best positioned to answer your questions. You can also find information about the program in Sections 5.1 & 5.6 of the Glass Repair Program Guide​.

Thank you for providing efficient, cost-effective services that meet the highest industry standards for safe and proper repairs. We are committed to keeping you informed and doing our part to generate savings in support of the Glass Shared Benefits Program.

Please stay safe and take care.​

Greg Beauregard

Director, Material Damage Strategy and Program

​Update: ICBC's Glass Shared Benefits Program

December 3, 2020

Hello Glass Repair Facility,

I hope that you are keeping well and safe as we navigate the challenges of COVID-19. In early October, we shared with you details of the Glass Shared Benefits Program (the Program). As part of this Program, ICBC will reward high-performing Glass Repair Program Participants by sharing a proportion of any savings achieved by increasing the Glass Repair Program windshield repair ratio across the region.

With the upcoming busy winter season, we want to update you on the progress to date and support you as you provide safe, quality windshield repairs.

Trends to date

Measured between the start of the Program on April 1st until October 31st, 2020, the windshield repair ratio is 23.4%. This is on par with the ratio during the same period in the previous two years. While the windshield repair ratio is currently below the established baseline of 27.5%, the anticipated seasonal increase in volume of repairs and replacements will affect the windshield repair ratio. Please remember, the Program baseline must be exceeded by March 31, 2021 to generate savings that could be shared with eligible Participants.

As of today, over 100 of the Glass Repair Program Participants have exceeded the established baseline. Typically, these facilities are proficient at applying the ‘repair first’ philosophy as best business practice in the Glass Industry. They identify opportunities for windshield repairs and communicate the benefits of windshield repairs over replacements to their customers. They also ensure safe, high-quality and prompt windshield repairs.

ICBC is making every effort to position the Program and Participants for success. We have compared the results of this unusual COVID-19 ​year to previous years. While the industry has experienced less volume, both repairs and replacements have decreased in parallel, i.e. the windshield repair ratio remains unchanged compared to the past. The 2020 seasonal trends are also similar to previous seasons.

Note: As communicated in October, the Glass Repair Program requires that facilities achieve at least a 10% windshield repair ratio by March 31, 2021 to qualify for participation in the following year.

Our support

We are launching a social media campaign to help raise customer awareness about the benefits of windshield repairs. This includes posts, tips and videos on Twitter, Instagram and Facebook, which gives us an opportunity to educate hundreds of thousands of drivers across the Province about the ease and benefits of glass repairs.

Additionally, ICBC’s marketing team will explore options for providing information on the benefits of windshield repairs that could be shared with customers.

The end of the measurement period when the year results will be tallied is March 31, 2021 and it is fast approaching. We will continue to provide updates and resources to support your efforts in the Glass Shared Benefits Program as we deliver a cost-effective solution to our mutual customers.

For more information on the Glass Shared Benefits Program, please refer to:

• The Glass Repair Program Guide, section 5.5

• View the latest updates on our Business Partners site, or

• Contact your Account Service Representative Our Account Service Representatives and Managers are best positioned to answer your related questions.

Sincerely,

Greg Beauregard

Director, Material Damage Strategy & Programs​

ICBC's Glass Repair Program - Design Decisions

October 2020

Hello glass repair facility,

As previously communicated, we met with the Glass Repair Industry Advisory Committee in July to get feedback on the Glass Repair Program and have been working finalizing a few outstanding items. Below is a summary of key program decisions.

Tiering Measurement Period

One of the remaining items from program design was to determine the Tiering Measurement Period in which the program would be measured. ICBC launched the Glass Repair Program on March 2, 2020 and, recognizing early learnings of the new program while also ensuring a six month notice on Minimum Thresholds, the Tiering Measurement Period has been reset for April 1, 2020 to March 31, 2021. This means that on April 1, 2021, the new static measurement period will begin and ICBC will tier suppliers and benefits will be shared with suppliers (if applicable) in the month of April.

Top Tier %

During design, ICBC committed that the Top Tier would be between 20%-30% of top performing suppliers in each region. The Top Tier in each region will be comprised of the 25% top performing suppliers and will be monitored throughout the year and adjusted prior to the next year’s static tiering date if required.

Minimum Repair Ratio Threshold

To align with industry best practice while ensuring customers have access to facilities who perform safe, proper repairs and replacements, program participants must meet a minimum Repair Ratio threshold to be eligible for Tier 2. The minimum repair ratio threshold is being set at 10%. Suppliers unable to achieve the minimum Repair Ratio threshold by the end of the Tiering Measurement period will be placed in the Assessment Tier and given 12 months to achieve the minimum Repair Ratio threshold before removal from the program.

Minimum Tier 1 volume threshold

To ensure Tier 1 glass participants are capable of handling ICBC directed volume while maintaining a positive customer experience, program participants must complete a minimum of 100 glass claims during the Tiering Measurement period to qualify for Tier 1. Participants that do not complete a minimum of 100 claims during the Tiering Measurement period will remain in Tier 2 where they will be eligible for all Tier 2 benefits including Shared Benefits.

Follow-up: Today’s (October 1) Online Session

This session covered the Glass Repair Program updates mentioned above as well as an introduction to the Glass Shared Benefits Program. Thank you to those of you who were able to attend the meeting.

If you missed the session, a recording of the meeting will be posted on our MD Partners site along with the presentation slide deck shortly.

Thank you to the Industry Advisory Committee for their support and feedback during the design and implementation of the Glass Repair Program and now the Glass Shared Benefits Program. These program elements will now transition over to the Liaison Committee for continuous review.

More information

For any questions about the Glass Repair Program, please refer to the updated Glass Repair Program Guide or reach out to your respective Account Services manager or representative​.

Regards,

Greg Beauregard

Director, Material Damage Strategy & Programs

National Auto Glass Specifications Pricing Changes

As of September 20th, 2020 glass parts will be priced using the Fall 2020 pricing as listed in the current NAGS calculator (less 25%).

Note: The Spring prices apply to claims completed before September 20th, 2020. The new Fall 2020 prices will apply to claims completed on or after September 20th, 2020.

If you have any questions or concerns please reach out to me directly, e-mail tyler.chorney@icbc.com or phone 604-527-8704.

Thank you,

Tyler Chorney

Manager, Estimating Services
Provincial Glass Operations
Vendor Unit & Material Damage Technical Service Centre

ICBC releases glass repair program guide and agreement (Express participants)

January 13, 2020

Following extensive consultation with industry, ICBC is pleased to share the new glass repair program guide and agreement with you, and to announce that the program will be implemented on March 2, 2020. We are inviting you to participate in our new glass repair program.

Agreements

This letter constitutes notice that your Glass Express Agreement dated effective November 15, 2019 will terminate on March 1, 2020, pursuant to section 4.2 of said Glass Express Agreement.

The attached glass repair agreement has an effective date of March 2, 2020 to follow the termination of the Glass Express Agreement, and this date will serve as your enrolment date in the new glass repair program.

New Program Guide

We strongly recommend that you seek independent legal advice and that you carefully review the program guide and agreement. The glass repair program guide that will take effect on March 2, 2020 is available for review on our Business Partners website. The current Glass Express Program Guide will remain in effect until the termination of the Glass Express Agreement on March 1, 2020.

Action required to participate

To participate in the new program, please return the following to ICBC before March 2, 2020:

• Copy of the entire glass repair agreement signed by an authorized signatory

• Completed Programs Privacy Checklist (CL174M) signed by a facility representative

Signed agreements received after March 2, 2020 may delay your entry into the glass repair program until ICBC is able to process your agreement, and there will be a temporary three-month moratorium on applications to the new program after that date.

Signed copies of the above documents can be returned electronically to carshop@icbc.com, faxed to 604-777-4624, or mailed to the following address:

Supplier Programs & Administration

1575 Hartley Avenue, 2nd Floor, Coquitlam, BC V3K 6Z7

We will communicate with you about additional administrative items closer to implementation of the new program.

We encourage you to join your facility's on-site coordinator (OSC) at the next online meeting, scheduled for January 16th, in order to learn more about the new program and associated software applications, and ask questions about the program guide and contract. Invites were sent out in late December with two sessions available for registration:

Date: Thursday, January 16th, 2020

Morning session

Time: 10:00AM – 12:00PM

Registration link:

https://icbcevent.webex.com/icbcevent/onstage/g.php?MTID=e1fa69fe3715a998fbf426f84cacb707a

Afternoon session

Time: 1:00PM – 3:00PM

Registration link:

https://icbcevent.webex.com/icbcevent/onstage/g.php?MTID=e47ab2a52cacfed0b15069e3024072421

In the meantime, should you have any questions about the agreements, checklist and fees, please reach out to the Supplier Programs & Administration team. If you have questions about the new program, please send them to us using the inquiry form on our Business Partners website and we will respond as soon as we can. We hope you can join us on January 16th and look forward to continuing to work together in the new program.

Kind regards,

Greg Beauregard

Director, Material Damage Strategy and Programs

*See communications sent to: non-accredited base shops

​Updates on Glass repair program redesign

December 3, 2019

We would like to update you on the status of the new glass repair program.

Implementation in early 2020

ICBC has decided to stagger the implementation dates of our new collision and glass repair programs. The new collision repair program will be implemented on February 3, 2020, as announced yesterday, and the glass repair program will follow shortly thereafter (we will communicate an exact date as soon as we can).

This approach will reduce risks, allow for sufficient testing, and enable us to apply lessons learned from the collision repair roll-out. Additionally, this will help to reduce the impact on shops participating in both programs, as their staff will need time to learn the procedures and technology associated with each program.

Contracts

Interim Glass Express Agreements were issued in October of this year, with a term ending June 30, 2020. However, we expect to implement the new program before these agreements expire, and will provide notice of termination in due course.

Once the program implementation date is confirmed, we will share with you the new contract and program guide. You will receive these at least 30 days in advance of the implementation date so that you have sufficient time to review the documents.

Technical Working Group

As you're aware, we recently established a technical working group to ensure we continue to engage industry as we work towards program implementation. This group is providing feedback on various aspects of the new program, such as the program guide, systems, and processes – and will meet throughout the transition period.

Online meetings

Starting in January 2020, we will host a series of online meetings to help you learn about the new program and to support you through the transition. These on-site coordinator (OSC) network meetings will include presentations about program details, demonstrations of new technology, and opportunities to ask questions. Thank you to everyone who has volunteered to represent their facility at these important events: you will receive further information near the end of this year.

In the meantime, should you have any questions, please send them to us using the form on our Business Partners website and we will respond as soon as we can.

Thank you,

Greg Beauregard

Director, Material Damage Strategy and Programs

ICBC road show feedback and next steps

September 30, 2019

As we move info fall, we would like to update you on the new glass program coming in 2020.

Road show feedback

Throughout May and June of this year, our team hosted dozens of road show sessions in communities across the province and were very encouraged by industry's active participation.

While some areas of concern were identified, the feedback we received throughout this process indicates that, broadly speaking, we are moving in the right direction and industry supports the changes we are making. We've given careful consideration to that feedback and, where possible, we've made adjustments to the program. To find out more, see the glass road show summary.

What's next?

Contracts

The current Glass Express contracts will end on November 15, 2019. In order to facilitate the transition to the new program, ICBC will be offering replacement contracts that extend to June 30, 2020 for the vast majority of facilities. This will enable us to finalize the many details relating to people, processes, and technology and to start rolling out program changes early next year.

You can expect to receive the replacement contracts during the week of October 14.

ICBC is committed to sharing the new program guide and contract with you in advance of the new program's implementation date to ensure sufficient review time.

Technical working group

To ensure that industry remains engaged as we work towards program implementation, we are establishing a technical working group. This group will provide feedback on project deliverables such as program guide content, systems, and processes – and will meet throughout the transition to the new program.

Online meetings with a representative from your glass facility

We are also in the process of creating a network of representatives from all Glass Express facilities to help you prepare for upcoming changes, and to ensure that you are supported during the transition to the new program.

In order to build knowledge and understanding of this program, we will be hosting online meetings that will include presentations about program details, demonstrations of new technology, and opportunities to ask questions. More information about this initiative will be shared with industry in the next couple of months; in the meantime, we will be reaching out to you shortly to request the contact information for your representative.

In the meantime, if you have questions, please contact MDPrograms@icbc.com.

Greg Beauregard
Director, Material Damage & Fraud Strategy & Programs

ICBC glass program redesign road show finishes – next steps

July 18, 2019

I would like to thank those who took time away from their business to find out more about the upcoming glass program redesign during the recent five-week, province-wide road show. View the glass program redesign presentation.

The redesigned program will focus on long-term trends shaping changes in the glass industry, effectively manage performance and control, and will reward and promote high-performing suppliers. It will also reflect feedback from industry and be mutually beneficial and sustainable.

Over 400 business owners, service managers, regional managers, general managers, and installers, representing Express Glass facilities across the province, attended the road show. In total, over 30 small-group discussions were held across B.C. finishing up the end of June.

For those who could not attend the road show, an online presentation and Q&A session were held in early July.
The road show and online session were designed to share information and encourage two-way communication and feedback on the program redesign before it is complete. We’re now in the process of reviewing your questions, comments, and suggestions.

Thank you

ICBC would like to sincerely thank and recognize the IAC glass members for their attendance and support throughout the road show.

What’s next?

The glass program redesign is the largest change since the introduction of Express Glass in 2002. The redesigned program will involve changes in program requirements, processes, and technology, and the delivery of training, as required, to support the program.

Work to complete the program design elements will wrap up over the summer, including consideration of your feedback from the road show, where feasible. A feedback summary will be shared with you in September.

At that point, we also anticipate being in a position to share more detailed information about when and how the program changes will be implemented.

In the meantime, if you have questions, please contact MDPrograms@icbc.com. Submit your program redesign questions using our online form.

Greg Beauregard
Director, Material Damage & Fraud Strategy & Programs

Glass supplier program redesign and launch of industry road show

May 8, 2019

As you know, since November, ICBC has been working with the Industry Advisory Committee (IAC) to redesign its glass supplier program to ensure our customers continue to receive safe, prompt repairs at the best market value.

Further to the last update (December 19, 2018), we're pleased to share with you that ICBC has completed the initial program redesign with valuable input from the IAC. With third-party facilitation and active participation from committee members, ICBC met with the IAC six times, from November to the beginning of May, to discuss key concepts of the new tiering model.

The redesigned program will focus on long-term trends shaping the changes in the glass industry, effectively manage performance and control, and will reward and promote high-performing suppliers. It will also reflect feedback from industry and be mutually beneficial and sustainable.

Although IAC and ICBC's views differ on some aspects, the committee agrees the proposed program redesign is a significant improvement and aims to introduce incentives to drive savings and benefits for both industry and ICBC.

What's next?

Starting in late May and running for a month, ICBC, with the support of IAC members, will be sharing with you the program design elements through small-group discussions in all regions around the province. You will receive an invitation about three weeks before the sessions are held in your region and will be asked to RSVP.

The industry road show is designed to encourage two-way communication and feedback on the program redesign before it is complete. ICBC will collect all feedback, report back to you, and apply recommendations, where feasible, following the road show.

ICBC would like to express appreciation and to sincerely thank the IAC members for their time, energy, and expertise during these working sessions. This process represents the first step toward rebuilding a positive relationship with industry as we stand shoulder to shoulder as partners in this change.

The undersigned look forward to talking with you about the program redesign at the upcoming road show coming to your area soon.

Greg Beauregard, Director, Material Damage& Fraud Strategy & Programs

Industry Advisory Committee
All West Glass – Cam Leslie
Belron Canada – Tim Owens
Boyd Autobody & Glass - Rishi Bakshi
Crystal Glass Canada Ltd. - Steve Bozzard
First Response Glass - Tamara Thorpe
Glass Doctor - John Goldsmith
Kirmac Collision & Autoglass - Mark McIntosh
Masterglass Auto Glass Ltd. - Nathan Dick
Novus Glass - Christine Perry
ARA Auto Glass Division - Darren Cox

Update on glass program redesign

December 19, 2018

Last month, ICBC announced the establishment of an Industry Advisory Committee (IAC) that will provide input on the redesign of our glass supplier program.

Since then, the committee has met two times and - thanks to effective third-party facilitation and active participation by members – it has made good progress.

Topics that have been discussed to date include:

• Opportunities for improvement in the relationship between ICBC and suppliers

• Industry trends

• Supplier requirements (program entry) and application process

• Tiering models and structures

In the New Year, the IAC will address the following topics:

• Supplier performance management

• Performance, reporting, compliance and enforcement

• Claims management and the customer experience

• Technology integration

• Implementation and timelines

• Tiering model overview

• Transition period

The input provided by the IAC on these topics is taken into consideration by ICBC as we make decisions about the new tiering models.

What's next?

Three additional meetings are planned for early in the New Year, with completion of the IAC's work expected by the end of January 2019. Thereafter, the proposed model will be brought forward to glass suppliers for further feedback.

More information

In order to preserve the integrity and confidentiality of the IAC meetings, we are unable to share details concerning the committee's discussions. However, we will update the website as information becomes available.

Should you have any questions about the work of the IAC, please direct them to ICBC using the program redesign enquiry form.

Many thanks to the IAC members who are contributing their time and energy to this process. ICBC looks forward to further progress as we work to develop a refreshed glass supplier program that promotes improvement in quality, consistency, timeliness, and overall performance.