ACC rolls out rehabilitation system for 2000 users

New component of ACC's claims management system replaces the bespoke Pathway system

The Accident Compensation Corporation is expecting major improvements in rehabilitating injured people after it successfully rolled out at Easter the EOS – “new beginnings” – component of its Fineos claims management system that replaces the bespoke Pathway system.

“There was a very clear business case for the benefits from better rehabilitation over the next five years,” says CIO Graeme Osborne.

However, he says ACC won’t make public the quantified expected savings.

EOS was rolled out across the corporation to 2000 users at Easter after a 400-user pilot late last year at ACC’s Wellington branch and contact centre.

“It’s a move from a more transactional system to a claimant-based system managing relationships,” Osborne says. “It’s more of a CRM (customer relationship management) approach.”

He puts the successful roll-out down to good planning up front and preparation for implementation.

“Testing was a big part of it. That went hand in hand with time spent with the users, showing them what was going to change vis a vis the old system.

“We made the decision to proceed after the November pilot but we’d done six months exploratory work before that.”

Several vendors were involved, including Unisys, Solnet and Equinox. Fineos, an Irish company, did the customisation.

“We’re planning at least two releases a year over the next three to four years,” Osborne says. “There’ll be a major release in October. Each release will be about getting more functionality.”

ACC has spent $120 million on the project over the past three years.

Osborne says ACC has brought Fineos into the southern hemisphere. “They’ve set up an office in Melbourne. We’d like them to grow because we can get more benefits from that.”

Earlier, ACC’s 48 branch server sites were reduced to five regional sites and two main data centres. Desktops were migrated from Windows NT to Windows XP and Office 2003.

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