Closed for feedback

How can we improve monitoring and performance?

We’re proposing ways to monitor and manage performance, are we on the right track?

Our thinking about monitoring and performance

Continuous improvement and performance monitoring will be key elements of our enhanced AEP and inform the kind of interaction we need to have with members.

Extra information

Managing performance

We’ll be clear about the level of performance we expect, and in areas where we can make comparisons with our performance, like claims management, we’ll do so.

When performance is poor, we’ll provide the opportunity to remedy this, but if things continue to slide then product or pricing options (yet to be determined) may be affected.

Where performance meets or exceeds what we expect our contact with that member will be light-touch, but we would also like to learn what is working well for that business so that we can help others to improve.

More information

To get a better understanding of how it could work, see our scenario on how we might monitor and manage performance.

Download scenario 5. ACC monitors and manages performance

Note: We’ll need to work with members to address concerns about intellectual property here.


Current state

We have limited ability to measure and understand performance, and to identify and address performance issues.

Future state

AEs are upholding, and are accountable for, meeting their obligations within the programme. A system of continuous monitoring and feedback will also promote an improve culture within the programme.

Scenario 5. ACC monitors and manages performance
PDF 352 KB
Download Download
Closed for feedback

We have further developed and road tested the proposed changes to AEP with your help. The next step is to review your feedback. 

Jun 2019
Phase two closed for feedback

We 'unpacked' key priority areas with you and developed areas of the programme that required more work.

Sep 2019
Phase three: update

We'd hoped to share more information with you in September however we're still finalising the potential programme improvements based on the feedback we've received. We're also working on options for delivery of any initial programme changes. 

Proposed changes to AEP finalised

ACC Board and Minister for ACC to review our proposal 

2020 Levy Consultation

Proposed changes to AEP included in the 2020 Levy Consultation 

How can we improve monitoring and performance?