15 June 2020
[FYI request #12797 email]
Tēnā koe Paul
Your Official Information Act request, reference: GOV-004811
Thank you for your email of 7 May 2020, asking for the fol owing information under the Official
Information Act 1982 (the Act):
On 18 May you clairified your request, advising that you were more interested in claims admnistration
and business functions. As I noted in my 26 May email, we amended the time limit for responding to
your request to 16 June 2020 (20 working days from the date we received your clarification). This is in
accordance with sections 15(1AA) and 15(1AB) of the Act.
Processes recorded in our information systems
ACC’s policies and processes are currently held in two information management systems: CHIPs and
Promapp. This information is held electronical y, and is designed to be navigated via links on pages.
We are transferring al our policies and processes to Promapp (our newer system), but at this point
there are some still held in CHIPs.
Claims management policies and processes
Please find attached an excel file with al the current page names of the processes and policies held on
CHIPS and Promapp relating to claims management. As you wil see, when we extracted the Promapp
processes we were able group these by the particular entitlement and service type they relate to.
However, we have not been able to group the CHIPs processes in the same way.
Please note there are some duplications, where the same page title appears in both systems. This
includes pages where CHIPs content has been transferred across to Promapp, but the CHIPS page has
been kept with a redirect notice.
We note that you are also interested in what business-related processes we have. There is a broad
range of business functions, each with its own group of processes. These are held on Promapp and in
addition to Claims Management, are organised under the fol owing process groups:
• Customer Insights and Communications
• Policy Management
• Change Management
• Human Resource Management
• Risk Management
• Financial Management
• Facilities Management
• Information Management
• Performance Management and Planning
If you are interested in what processes there are for any of these specific groups, you are welcome to
make a new official information request for that information.
Queries about this response
If you have any questions, you can email me at [email address].
If you are not happy with this response, you have the right to make a complaint to the Ombudsman.
Information about how to do this is available at www.ombudsman.parliament.nz
or by phoning 0800
Nāku iti noa, nā
Manager Official Information Act Services
Government Engagement & Support
Accident Compensation Corporation
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