Internal review of ACC’s new case management model released
After a review by our internal team, we're releasing our Post-Implementation Review of our new case management model.
ACC today released the Post Implementation Review (PIR) of ACC’s new case management model.
The Review done by ACC’s Internal Audit team is a standard follow-up to all major projects, which helps identify improvement opportunities for future projects.
ACC Chief Executive Megan Main said the review found the transition to the new case management model was well managed, but there are always lessons that can be learned from such a large transformation.”
“One learning from the review is that we should have better aligned the migration of claims and staff from the old model to the new one, which might have avoided the build-up of overdue tasks in the Assisted Recovery team.
“We know further work is required to fully implement the new model to improve efficiency and responsiveness for our clients, providers, and our people. This is a priority for us in the next six months.”
Megan says a major benefit of the new model is being able to manage ACC’s frontline workforce’s workload in ways that would not have been possible in the past.
“Because we now have a national model for claims allocation, we have flexibility to better spread workloads around. In recent months this has allowed us to respond effectively to staff absences caused by Omicron.
“Successfully embedding such a major change takes time, and it may be up to two years before we see the new model working to its full potential. It’s important to remember this model is designed to be constantly tweaked and refined, so we can respond as needs change over time.”
The PIR of the new case management model was completed in January 2022, with a status update added in late March 2022.
Read the Post-Implementation Review
For questions or comments about the Next Generation Post implementation review please send them to: NextGenFeedback@acc.co.nz
