Workplace Productivity
Accident Compensation Corporation (ACC)
Overview
The Accident Compensation Corporation (ACC) is the Crown Entity that manages New Zealand's accident compensation scheme. The scheme began in 1974 and is unique in the world. It provides comprehensive 24-hour, no-fault personal injury cover for everyone in New Zealand, whether they are a citizen, resident or a temporary visitor. In exchange for comprehensive cover, people do not have the right to sue for personal injury covered by ACC, other than for exemplary damages. ACC employs over 2,600 staff (unionisation rate approximately 30%) across New Zealand who administer around 1.8 million claims each year for treatment, rehabilitation and compensation for injured people. ACC's goal is to help injured people back to work or an everyday lifestyle as soon as possible. ACC is also actively involved in preventing injury through nationwide campaigns and targeted injury prevention programmes.
Productivity Challenge
A key challenge for ACC with the tight labour market is attracting and retaining the workforce it needs now and into the future to best meet the needs of an increasingly diverse customer base. Results from staff surveys highlighted that staff wanted better access to flexible working arrangements and lower staff satisfaction was associated with higher rates of staff turnover. High turnover can negatively impact productivity and increase recruitment and training costs with significant implications for any organisation, particularly a service-based organisation such as ACC.
The Productivity Achievement
With the introduction of flexible working arrangements, workplace culture in the branch improved dramatically. Staff found that being able to effectively manage responsibilities at home, work and in the community improved their wellbeing at work, which in turn meant that staff felt more valued for their contribution and more involved in the direction of the organisation.
Key Lessons:
- Employees and managers need to work together to identify solutions that meet the organisation's objectives and individual's needs
- Investments in staff problem-solving and communication skills helps facilitate successful flexible work arrangements and can improve an organisation's culture
- Buy-in is created where management lead by example
The full ACC case study is available as HTML or as a PDF
- Accident Compensation Corporation (ACC): Flexible working arrangements [HTML]
- Accident Compensation Corporation (ACC): Flexible working arrangements [PDF, 2 Pages, 305kB].