icare’s extensive reforms spark major improvements for NSW communities
Following a comprehensive 3-year program of reform and remediation, icare has formally addressed all 107 recommendations from an independent review.
The program saw icare improve the way it operates and interacts with stakeholders to strengthen its schemes and deliver better results for the people and businesses of NSW.
The program was formally closed in June 2024 with regulatory consultant, Promontory, recognising the significant work undertaken by icare to meet community and regulatory expectations, help people with injuries get back to work sooner, reduce internal costs, and drive an accountable culture.
Promontory has now released a follow-up closure memo declaring all recommendations as complete and effective, with relevant milestones met.
Promontory said icare has demonstrated a robust commitment to continuous improvement, actively responding to learnings, insights and feedback.
The voice of the customer now resonates strongly across the organisation, with a clear focus on improving outcomes.
Significant effort to strengthen accountability and governance at all levels has led to better decision-making and clear ownership of risk, with a commendable cultural turnaround, underpinned by proactive values and behaviours.
icare’s interim Chief Executive Officer, Stuart Farquharson, said our people come to work every day to help care for the people, businesses and communities of NSW.
"The completion of our Enterprise Improvement program is a significant milestone and reflects the efforts of the icare team to keep improving icare to deliver better outcomes for the community."
"Our positive cultural shift and robust customer feedback processes means that insights are available and used for discussion and action across icare. Our lead customer experience measure ensures we focus on improving specific customer interactions and satisfaction.
"A continued focus on risk and governance ensures we have contemporary governance practices in place, supporting all our teams to manage risk and meet the expectations of the community", Stuart said.
icare is committed to maintaining momentum and to ensuring these improvements are integrated into the organisation’s operational fabric, providing lasting change.
