Accident Compensation Corporation - Statement of Corporate Intent ...

How effective is claims management?
The effectiveness of claims management is measured by the rate at which it returns clients
to work and/or independence. These measures are covered in detail under Outcome 2
(Rehabilitate injured people in New Zealand more efficiently) on page 22 of this document.
How good is the claims management service quality?
Service quality has two measures. The first looks at the way ACC delivers its services to clients
and is measured through client satisfaction surveys. ACC has measured the satisfaction
of its clients for a number of years. As reported in its 2009 Annual Report, overall client
satisfaction for the 2008-2009 year was 82%. In line with a movement towards the Kiwis Count
methodology, ACC is changing its client satisfaction survey to the common measurement tool.
This will allow ACC to benchmark its service quality against similar government agencies over
time.
The second measure is the proportion of reviews of ACC decisions that are contested and found
in ACC’s favour. This measure ensures that ACC is making appropriate decisions within its
legislative mandate.
Table 19: Service quality indicators for output class 3
Activity
ACC is implementing the common measurement tool
for measuring client satisfaction
Review uphold rate – the percentage of formal reviews
of ACC decisions that are found in favour of ACC
Target
2009–2010
Measure under
development
Actual
2009–2010
Measure under
development
Not measured 72%
( to April 2010)
Target
2010–2011
Measure under
development
70%
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