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

Recent 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

Final report on Comensura (PDF, 4.7MB)

The McDougall Report: April 2021

Final report of the icare and State Insurance and Care Governance Act 2015

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

icare independent GAC report (PDF, 2MB)

What we said

What we said about the GAC Report: March 2021




Interested in workers compensation performance?

See the latest performance data
Tagged in: