Improvement at icare
We are actively engaged in a program to improve icare's operations, performance, culture, risk and governance, to ensure better outcomes for our customers, our people and our schemes.
A message from the CEO, Richard Harding
Reviews of icare have highlighted several areas that need improvement and we are taking action to address these through a comprehensive program of reform and remediation.
This work focusses on three key areas: improving risk and governance to meet community and regulatory expectations; improving performance, particularly getting injured workers back to work sooner and reducing internal costs; and driving an accountable culture.
We are determined to learn from the past and to emerge stronger for the changes that we're making, helping us care for the people of NSW, building confidence and trust so our communities can thrive.
Quick links
icare's Improvement Program | External reviews and recommendations | Independent assurance | Improvement information | Improvement news
icare's Improvement Program
Many major initiatives have already been undertaken. But we're not stopping there. Our multi-year improvement program will create organisation-wide, lasting change that will strengthen our schemes for the future, and deliver better results for the people and businesses we serve.
Our improvement program focuses on three key areas:
Risk and governance
Governance
We’re building capacity around our risk, governance and accountability practice. We're improving our management governance through a new leadership structure and clearer accountabilities for scheme performance.
Risk and compliance
We're embedding new frameworks, committees, oversight and systems that will strengthen our risk and compliances practices.
Procurement practices
We're improving our procurement practices through an icare-wide change program that will strengthen compliance, transparency, frameworks and procedures.
Performance
Performance of the Nominal Insurer
We're improving the way we collect, use and store data; improving our claims service model to give employers more choice; and helping injured workers get back to work sooner.
Listening to customers
We're actively listening to our customers and bringing their voices into our decision-making processes.
Financial sustainability
We're improving our return to work rates, and changing the way we work across our schemes to reduce internal costs.
Culture and accountability
Culture
We're creating a cultural roadmap to build a truly accountable culture that will inform every action we take as an organisation and as individual employees.
Remuneration and performance
We're improving our remuneration and performance management frameworks with specific focus on transparency, accountability and reporting.
External reviews and recommendations
Recent reviews of icare have provided a range of recommendations for improvement.
We have accepted all recommendations and the work of our Improvement Program will address those changes icare can implement. Some recommendations are for other parties to address, such as the NSW Government.
McDougall Review
This independent review was commissioned by the NSW Government in August 2020.
icare's submissions
- icare's submission to the McDougall Review: April 2021 (PDF, 7MB)
- icare's Legislative Amendment submission to McDougall Review: April 2021 (PDF, 0.4MB)
- icare's Medical Costs submission to McDougall Review: April 2021 (PDF 0.4MB)
- icare's Whole Person Impairment submission to McDougall Review: April 2021 (PDF 0.2MB)
Reports
Independent review of Comensura commercial arrangements: April 2021
The McDougall Report: April 2021
What we said
- What we said about welcoming the McDougall Review: October 2020
- What we said about the final McDougall Report: April 2021
Governance, Accountability and Culture Review
The independent review by PWC of icare governance, accountability and culture (GAC Review) was commissioned by the icare Board and provided for consideration to the McDougall Review and provided to the State Insurance Regulatory Authority (SIRA).
Reports
The Report: February 2021
What we said
Independent assurance
In November 2021, icare announced the selection of Promontory Australia as Independent Assurer on the progress of its Improvement Program. Promontory reports will be published here.
Promontory reports
- Independent review of icare's Improvement Program 0.55 MB(pdf)
- Promontory – First Quarterly Update on icare's Improvement Program 0.87 MB(pdf)
- Promontory - Second Quarterly Update on icare's Improvement Program 0.96 MB(pdf)
- Promontory – Third Quarterly Update on icare's Improvement Program 1 MB(pdf)
- Promontory – Fourth Quarterly Update on icare's Improvement Program 0.83 MB(pdf)
- Promontory – Fifth Quarterly Update on icare's Improvement Program 0.80 MB(pdf)
- Promontory – Sixth Quarterly Update on icare's Improvement Program 0.95 MB(pdf)
- Promontory - Seventh Quarterly Update on icare improvement program 0.91 MB(pdf)
Improvement information
Pre-Injury Average Weekly Earnings (PIAWE) remediation
What we said about PIAWE remediation: May 2020
What we said about PIAWE remediation: July 2020
What we said about PIAWE remediation: April 2021
Deloitte Report on PIAWE remediation: August 2021 (PDF, 1MB)
What we said about proactive PIAWE remediation payments: November 2021
Dust Disease Care payment remediation
What we said about Dust Disease Care payment remediation: May 2021
Deloitte Report on icare's remediation program: August 2021 (PDF, 1MB)
What we said about Dust Disease Care payment remediation: August 2021
Dust Diseases Care successfully completes remediation program
Standing Committee on Law and Justice
Update to recommendation 7 in Standing Committee on Law and Justice Report: November 2021
icare reports to Law and Just Committee (PDF, 0.6MB)
Professional Standards Framework progress
