HOWEVER, a new report (PDF) Asks serious issues about the corporation's Ability to Deliver.
An independent performance improvement released this month postponement Describes the change management environment at the ACC as "a potpourri of willingness to change but poor Ability to implement".
The ACC says it Will Have completed the design and planning stage of ict "Shaping Our Future" program by May 2015. The corporation is Reportedly in trade negotiations with Accenture ict as preferred supplier.
HOWEVER, the performance report says Enthusiasm for change at the front lines, driven by a "great deal of pent-up frustration" over systems and tools, is Against a backdrop of "poor performance in change management."
"We found poor handover of projects to business as usual, redesignation of project success, person-driven projects without an organizational perspective, and an unwillingness to hear about gold project Shortcomings Lack of readiness of the business to Implement projects," says the postponement.
The ACC further Top Said improvements in performance and icts Towards Achieving the Government's Better Public Service prescribed results are dependent on significant exchange to ict Technology, Processes and capabilities.
"Given the complexity of change (Tackling Areas Including a Range of process, technology, and Organisational capability), we could-have in place robust governance arrangements for the program and completed consultation with the minister for ACC and key government stakeholders --other on the business case , "the ACC said.
It Has aussi created a chief customer officer role to lift the customer perspective to the executive team.
The postponement says the ACC is a contributor to the achievement of the Better Public Service targets, aim ict work is at an early stage with Reviews some of the basic building blocks not yet in place.
"For example, use of common identifiers for Claimants, businesses, and providers, and standards for interfacing with --other agencies entreprise Major Developments systems are still being white Worked through," it says.
"Inland Revenue, ACC, and the Ministry of Social Development are all schedule transformation programs, and the alignment and interfaces entre les resulting and Information Systems Will Be For large businesses transacting with government.
"Planning for this is at an early stage."
The ACC's data is a Potentially rich resource to drive decision making and investment, and It Has built the Need for common identifiers SUCH AS the New Zealand Business Number and health identifiers Into Shaping Our Future, says the postponement.
HOWEVER, much of icts information is Organised by claim and it Can Be difficulty to mine customer, employer, provider or information.
"There is limited metadata-associated with much of the information from providers and Some claims are still received manually, Creating and data capture from Limiting the Information Collected fields."
Customers aussi find the ACC difficulties to deal with.
"Some of this difficulty is Caused by systems are aging and That Were not built with a customer-centric approach, and Some is Caused by Processes and interfaces That Remain Largely manual and qui Can Be Cumbersome," says the postponement.
The ACC is a high-volume processor of claims and Levies, and is Heavily dependent on information technology ict. HOWEVER, a review in late 2013 found Deteriorating infrastructure.
"The reliability of systems Was Assessed as good. HOWEVER, the under-investment and aging technologies of ACC's is older systems Adding complexity to system operations and Increasing the risk profile.
"This can affect --other systems, Eos Especially the claims processing system, Because of the Interconnected Nature of the systems."
Feedback from the front line system performance Was That Was a considerable frustration, resulting and in regular downtime, says the postponement. A recent upgrade desktop Improved the situation purpose There Are still problems with the core applications.
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