Any organization is only as good as its public perception.
New Zealand Accident Compensation Corporation (ACC) Chief Executive Scott Pickering recently signaled his intention to move the organization forward in a way that will rebuild public trust and confidence. 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 organization but not truly fit for purpose in the 21st century,” Pickering remarked. “We are a complex entity with a paper-based bureaucracy that needs to be superseded by agile information technology systems that provides online access for our customers, and frees up staff time for higher-quality face-to-face interactions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.”
Better Integration among Business Groups Needed
According to Pickering, 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 center 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’”.
Pickering added that to chart the way forward, ACC has 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.
“I have briefed all ACC staff on the work. This is not about cost-cutting or job losses. This is about making a good organization better by ensuring that ACC learns from customers and from the best performing organizations both in New Zealand and overseas,” Pickering noted.
Author Michael B. Stack, CPA, Director of Operations, Amaxx Risk Solutions, Inc. is an expert in employer communication systems and part of the Amaxx team helping companies reduce their workers compensation costs by 20% to 50%. He is a writer, speaker, and website publisher. www.reduceyourworkerscomp.com. Contact: mstack@reduceyourworkerscomp.com.
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