ACC has been working towards its "Next Generation" case management system, with a goal of making its services more customer-centric, individually targeted and agile, making use of available and future technology. This change is a significant shift in the way their 3,500 staff work and interact with their clients.
Dundas Street has supported ACC to design the process and make decisions that deliver what is required whilst still ensuring that the people who will be impacted join with ACC to view the changes positively.
This has involved lengthly and ongoing consultation with staff and their union (PSA) to ensure that the change, which was broken into 3 phases, proceeded in a harmonious and logical way.
Dundas Street's assistance was sought at regular intervals to identify best practice and ensure that a number of novel risks could be appropriately and pragmatically managed throughout.