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December 2018 newsletter
In September, our Customer Advisory Programme (CAP) Panel members came together for their first group meetings. They discussed opportunities for change that have been raised by their networks, and agreed on ways to work together in between meetings to provide us with further feedback and to test solutions.
Since those meetings in September, our team behind the Customer Advisory Programme have been prioritising all the opportunities for change that members raised. Meanwhile, teams across ACC have reached out to the CAP and their networks, to help ensure their projects deliver the right services to clients at the right time.
Serious Injury Experience Framework
The ACC Customer Insights and Experience team (CI&E) is developing a ‘Future State Experience Framework’ for Serious Injury Clients so that everyone has visibility of the journey clients take. The framework will highlight priority areas that need development and improvement.
Our Serious Injury Panel members recently took part in a workshop with us and examined key interaction points in a Seriously Injured Client’s journey with ACC. The advice they provided will help ensure that we truly understand the changing needs of clients, their family and whanau.
Did you know?
One of the Serious Injury Panel members, Dairne, asked us about what safety regulations there are for bicycle helmet sales in New Zealand. All bicycle helmets manufactured or imported into NZ need to have met AU/NZ Standard and have a sticker on the inside of the helmet to prove this.
ACC SportSmart has recently produced some videos and posters for our ‘Bikes for Schools’ programme, starring New Zealand BMX champion Sarah Walker. We want to show kids the importance of wearing a helmet and doing safety checks on their bikes.
National Kaumātua Service Providers Conference
A fantastic opportunity arose where we were invited to sponsor and attend the 2018 National Kaumātua Service Providers Conference. The conference took place between 20 – 22 November and helped our teams build relationships with Maori providers across the country.
During the conference, we showcased the Live Stronger for Longer community group strength and balance classes. We hope people felt encouraged to sign-up to a local class in their area, and to bring along others in their community as well.
Throughout 2019, our main focus will be to work through the remaining opportunities for change our Panels told us about and continuing to gain insight on projects brought to the Panels from ACC. The Panels are meeting again in February 2019 to discuss new and ongoing projects.
If you have any questions or feedback, or if you'd like a copy of our first full newsletter, please get in touch by emailing us.