Our results: Accident Compensation Corporation

Contributors

Sector

Government

Organisation

Accident Compensation Corporation

5,000 employees

New Zealand

Focus

Customer Experience, Implementation of Vision and Values, Continuous Improvement, Culture Engagement

The challenge

Public trust and confidence was low after a series of privacy issues
A new vision and values had been commissioned and were to be rolled out across the business
A large business transformation programme was being scoped for a major technology upgrade, which would mean staff would become under pressure to assist and support a range of discovery programmes. They needed to be prepared for that.

Our approach

Engage the executive team in defining and developing the customer experience framework
Engaged a core ‘working group’ who were the internal drivers of the programme and its design.
Led initial round of all leader events (120 – 150 people) to engage and excite the leaders by involving them in the process to define what the vision and values meant to them and their teams.
Developed an enterprise wide group of advocates called Frontrunners who facilitated vision and values events for all staff
Introduced a cadence of conversation routines throughout the organisation to drive continuous improvement around the customer experience.
Monitored and measured, using sensemaking methodology.

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You could do this work yourselves, but if you choose the right partner, like ON-Brand, they will push you further and you'll achieve so much more.

Jim Stabback

COO and Deputy CEO

Accident Compensation Commission

Excited by what we've achieved?

We have deep experience creating value, improving business performance, exciting and engaging people from diverse sectors and organisations worldwide. Let's have a chat to learn about the challenges you are facing.

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Accident Compensation Corporation

Contributors

Sector

Organisation

Focus

The challenge

Our approach

You could do this work yourselves, but if you choose the right partner, like ON-Brand, they will push you further and you'll achieve so much more.

The results

Trust and confidence up from 48% to 64%

Customer satisfaction up 10-15%

Staff turnover better than target

Gallup score unchanged - through restructure period

Excited by what we've achieved?

Related projects

Accident Compensation Corporation

Contributors

Sector

Organisation

Focus

The challenge

Our approach

You could do this work yourselves, but if you choose the right partner, like ON-Brand, they will push you further and you'll achieve so much more.

The results

Trust and confidence up from 48% to 64%

Customer satisfaction up 10-15%

Staff turnover better than target

Gallup score unchanged - through restructure period

Excited by what we've achieved?

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