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.
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
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.
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)
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).
The Report: February 2021
icare independent GAC report (PDF, 2MB)
What we said
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.
- 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)
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)
Progress against recommendations
Improvement newsSee all news
News 22 Dec
Kirsten Armstrong appointed to icare Board
icare Chair John Robertson has announced the appointment of Kirsten Armstrong to the icare Board, following the retirement of Peeyush Gupta as a non-executive director.Read more
News 03 Nov
icare announces changes to executive remuneration framework
The icare Board has reviewed the design of the executive remuneration framework in line with recommendations from the 2021 McDougall Review.Read more
News 19 Sep
Third quarterly update of icare's Improvement Program released
This update sets out Promontory Australia's observations on icare's progress in addressing the McDougall and GAC Recommendations during the period from 1 May 2022 to 31 July 2022.Read more