Established in 1974, New Zealand’s Accident Compensation Corporation helps prevent injuries and provides personal injury insurance coverage for the country’s 4.8 million residents and overseas visitors.
In 2016 ACC undertook a survey of all its staff to find opportunities for improvement. The organisation wanted to ensure employees could easily access and find the information they required, and that information was up-to-date, and understandable. The survey identified key opportunities for process improvement to help ACC employees better serve their clients. One of the first steps was ensuring a single source of truth for processes across the organization.
Selecting a tool for the job
After analysis of potential tools, the decision was made in early 2017 to deploy Nintex Process Manager. To ease the transition to the new platform, Nintex Process Manager’s deployment followed a phased approach that involved initial design, rollout, and then full production. Initial testing was completed by a small team before the platform was made more widely available. Key processes were then documented and refined within Nintex Process Manager.
With Nintex Process Manager deployed and fully functional, significant benefits were quickly noted. Processes were handled in a consistent way which lead to improved levels of service for clients – a critical factor when you consider that the organisation’s 3,500 staff are actively processing more than two million claims each year. Using Nintex Process Manager has also provided the opportunity for staff members to take ownership of processes, with the ability to make changes as required and answer questions from other staff as they arrive. The ACC now has more than 1,230 content pages included process, policy and service types fully documentation and operational in Nintex Process Manager.
