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.
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
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.
We're improving our procurement practices through an icare-wide change program that will strengthen compliance, transparency, frameworks and procedures.
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.
We're improving our return to work rates, and changing the way we work across our schemes to reduce internal costs.
Culture and accountability
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.
This independent review was commissioned by the NSW Government in August 2020.
Independent review of Comensura commercial arrangements: April 2021
The McDougall Report: April 2021
What we said
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).
The Report: February 2021
What we said
Pre-Injury Average Weekly Earnings (PIAWE) remediation
Dust Disease Care payment remediation
Standing Committee on Law and Justice
Update to recommendation 7 in Standing Committee on Law and Justice Report: November 2021
Progress against recommendations
Previous improvement updates
Improvement newsSee all news
News 15 Jun
Second quarterly update of icare's Improvement Program released
The update sets out observations by Promontory Australia, on icare's progress in addressing the McDougall and GAC Recommendations between 1 March 2022 to 30 April 2022.
News 17 Mar
Independent Review of icare's Improvement Program released
The First Quarterly Update on icare’s progress in addressing the McDougall and GAC Recommendations prepared by independent assurer, Promontory Australia, has been released.
Information 15 Feb
icare launches open market tender for claims and injury management services
Insurance and Care NSW (icare) is taking further steps to improve outcomes for injured workers and businesses with a tender going live today.