ACC ramps up rebuilding trust and confidence

ACC media release

4 October 2013

ACC ramps up rebuilding trust and confidence

ACC Chief Executive Scott Pickering is signalling his intention to move the organisation forward in a way that will rebuild public trust and confidence.

Mr Pickering said the time was right for ACC to develop an operating model that would see the Scheme better meet the expectations of customers, levy payers, and other stakeholders.

“My assessment after five months in the job is that ACC is a good organisation but not truly fit for purpose in the 21st century.

“We are a complex entity with a paper-based bureaucracy that needs to be superseded by agile information technology systems that provides online access for our customers, and frees up staff time for higher-quality face-to-face interactions with customers.

Mr Pickering said there was also a need to better integrate ACC’s various business groups to ensure greater recognition across the corporation of a customer's needs and relationship history with ACC.

We need to ensure customers are placed at the centre of what we do; that we provide better help, and that we make better decisions.

“Whether you are seeking injury prevention advice; information on levy payments, or needing care and rehabilitation services, ACC should be able to say ‘welcome and here's what we can do to help ensure you remain safe or to return you to independence’.

"To chart the way forward we have a team working with subject matter experts and consulting with staff, customers, and providers to come up with a preferred operating model to put before the ACC Board in April next year. 

"This team will also have access to some of the best business advisors available. The lead consultants will come from Bain and Company, an international consulting firm.

“I have briefed all ACC staff on the work.  This is not about cost-cutting or job losses. This is about making a good organisation better by ensuring that ACC learns from customers and from the best performing organisations both in New Zealand and overseas," said Mr Pickering. 

ENDS.

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