"So, we're proposing changes to how our client service teams work, and the locations from where they provide particular types of support."
Tully said all 25 existing ACC sites will remain open and will continue to offer face-to-face services for clients where it supports their recovery.
Proposed structural changes will see new roles created in five hubs – Auckland, Hamilton, Wellington, Christchurch, and Dunedin – to work with clients recovering from less severe injuries such as sprains, strains and fractures.
These types of injuries, which make up 94 per cent of claims, do not usually require face-to-face support.
"A significant number of new roles are being created across New Zealand," Tully said.
"At the same time, there could be around 300 redundancies over the next 12 months, not taking into account natural attrition, or people taking up relocation opportunities. Overall, the number of people in our client service teams will remain at around 1800."
Tully said the changes were designed to provide a faster, more flexible service that gives clients more options about how much help they receive.
"We know our clients require varying levels of support from us as they recover from injury," he said.
"We've begun tailoring our services based on that feedback, to better suit their individual needs and offer greater choice – from intense one-on-one support, through to enabling clients to manage their recovery plan online if they'd prefer to."
Tully said the intention was to also significantly reduce the 40 per cent of time client-facing employees spend on administrative tasks to free up more time to work directly with those who need tailored care and recovery plans.
"We've been testing this new approach in Hamilton and Hawke's Bay over the past 18 months with more than 25,000 clients, supported by 100 employees," he said.
Due to faster decision-making, and faster organisation of support services, appointments, and getting the equipment that people need, clients were recovering at least 2.3 days earlier, Tully said.
That was 41.8 days compared with 44.1 days across the network, he said.
"Client satisfaction levels are also higher – up seven per cent on average for people supported through our test sites," he said.
Consultation was due to start on March 20, but it was delayed until today following the terror attack in recognition of the attacks in Christchurch.
Consultation will be followed by an expression of interest process which provides a clearer picture of what options and opportunities our employees are interested in pursuing.
"We recognise that all our client support people are impacted by these proposed changes, and that this is a difficult time for them. We are being transparent and supportive throughout this process," he said.
Employees affected by the proposed changes will be offered reassignment to an appropriate role in the same location if one is available, reassignment to a similar role in a different location if they are interested, or, where this is not feasible, offered redundancy.
Tully said the changes were part of wider improvements all aimed at improving ACC's client experience and health outcomes.
"This is not a one-off change," he said. "Our intention is to continue improving and refining how we support our clients, especially through greater use of technology."
The changes include:
- A faster claims acknowledgement and acceptance system (implemented in September 2018) which is significantly reducing the time taken to accept claims
- The introduction of a MyACC online portal that allows clients to access to information about their claim and services when it suits them
- A new payments system launching this year, which will speed up the time taken to make payments to clients. The payments system will be linked to a new client information management system, creating a single source of all claims-related data.
