Under the Official Information Act 1982, I request the following information relating to ACC’s performance targets, operational timeframes, productivity expectations, and decision-making pressures for the period 1 January 2019 – 31 December 2025 (or the closest period for which data exists).

This request is limited to high-level, aggregated information, policies, and internal frameworks.
No personal staff information is sought.

1. Internal Performance Targets & KPIs
1.1 Copies or summaries of any internal Key Performance Indicators (KPIs) applied to staff involved in:

claims management

cover decisions

weekly compensation decisions

clinical advice

operational call centres

data assessment or QA functions

including any KPIs relating to:

timeliness

throughput

processing speed

clearance rates

backlog reduction

decision output volumes per staff member

(If formal KPI documents exist, an index will satisfy this request.)

1.2 A list of all formal performance measures in place from 2019–2025, including any changes in KPIs introduced during this period.

2. Time Standards, Expectations & Productivity Metrics
2.1 Internal documents describing expected timeframes for:

making cover decisions

assessing weekly compensation

requesting and reviewing clinical information

completing internal assessments

progressing complex or sensitive claims

2.2 Any internal performance dashboards or summary reports (even in high-level form) relating to:

average processing times

overdue tasks

timeliness standards

backlog management programmes

productivity expectations for staff

If complete dashboards cannot be released, a list or extract of relevant indicators is sufficient.

3. Decline Rates, Approvals & Operational Decision Drivers
3.1 Annual aggregate data (2019–2025) showing:

number of cover decisions made

number approved

number declined

percentage decline rates per year

any internal monitoring or analysis of fluctuations in decline rates

(National-level data is sufficient; no regional or staff-level data requested.)

3.2 Any internal documents discussing the relationship between performance targets and claim outcomes, including:

pressure to meet timeframes

backlog-reduction initiatives

impacts of staffing shortages

operational directives or performance programmes

internal commentary on fairness or accuracy risks

A summary or thematic analysis is sufficient if full documents cannot be provided.

4. Operational Pressure, Staffing Capacity & Risk Assessments
4.1 Copies or summaries of internal risk assessments relating to:

staff workload

claim volumes

resourcing constraints

impacts on decision accuracy

pressure or burnout affecting service-quality outcomes

4.2 Any internal documents assessing whether staffing capacity is adequate to meet statutory timeframes and internal KPIs, including:

workforce planning summaries

capacity-gap analyses

risk ratings for under-resourcing

If these exist only in annual planning documents, providing the relevant extracts is sufficient.

5. Feedback Loops & Corrective Action
5.1 Internal documents or summaries describing how ACC monitors whether performance pressures have contributed to:

inconsistent decision-making

premature declines

errors requiring correction

quality concerns identified by review bodies (ICRA, FairWay)

elevated complaint or reconsideration rates

5.2 Any internal improvements or mitigation steps implemented between 2019 and 2025 addressing the above issues.

A list or summary will satisfy this request.

Format

Electronic format (PDF, Word, Excel, or existing internal reporting formats) is preferred.

If any part of this request requires refinement, please advise and I will amend it.

Thank you for your assistance.

Kind regards,
Spencer Jones