Our strategy

Bold aspiration. Focused plan.

Our focus is on building on the strong foundations we established by redesigning what we do and how we do it to put our customers at the centre.

This strategic plan builds upon the progress that has been made in the short time since we started our journey in September 2015.

Our vision & purpose

Our purpose is to protect, insure and care for the people, business and assets that make NSW great.

Our vision is to change the way people think about insurance and care by providing world-class services to people, businesses and communities.

Our values

Integrity, Courage, Accountability, Respect, Empathy.

Our DNA

 icare green and yellow icon

Our strategic plan

    Strategy infographic transcript

  •       

    Our 2020 Strategy  

    Our purpose is to protect, insure and care for the people, business and assets that make NSW great.  

    Our vision is to change the way people think about insurance and care by providing world-class services to people, businesses and communities.  

    We have 3 target outcomes for our strategy

    1.    Person-centric experiences. We treat the people and employers of NSW with respect, empathy and fairness.  

    2.   Optimal outcomes for our customers. We deliver optimal outcomes for the people, businesses and assets of NSW.    

    3.   Financially sustainable schemes. We meet our commitments to our people. today and in the future.  

    Our 5 customer pillars support the strategy  

    1.    Partnering for safe and healthy workplaces. We engage proactively with employers to identify and address opportunities to mitigate worker injury and create safe work environments.

    2.    Offering propositions that deliver value. We offer targeted customer propositions that are priced for risk, delivered through a seamless omni-channel experience.

    3.    Protecting NSW government assets. We are the trusted risk advisor to the NSW Government, providing valued advice and solutions directly to its agencies and departments.

    4.    Supporting sustainable return to work. We leverage person-centred smart pathways to get the right treatment to the right person at the right time, enabling sustained recovery and return to work.

    5.    Ensuring optimal care. We empower participants with greater control and independence, providing tailored care solutions through a single care model based on injury and lifestyle needs.  

    Our 5 enablers make the strategy happen    

    1.   Organisation culture and people. We empower our people to lead and sustain the evolution of our organisation.  

    2.   Data and analytics. We have a sophisticated understanding of our customers and our business, enabling enhanced decision-making and continuous performance optimisation.    

    3.   Partner management. We have a robust and coordinated partnering approach and we proactively manage partner performance in delivering outcomes for our customers.  

    4.   Technology. We have a centralised technology backbone that enables a seamless customer experience and efficient and effective operations.    

    5.    Community partnership. We create societal value by engaging, collaborating with and empowering our community to address the social issues that make a meaningful difference to the people of NSW.