Your guide to joining the
Customer Advisory Panel
for
Older People
Putting the customer at the centre of everything we do. Me mātua aro atu ki te tangata, koia te pūtake o te mahi.
“Knowing that my injury experience
is helping better the experience of
others is extremely rewarding.”
ACC Customer Advisory Panelist 2016
2
ACC Customer Advisory Panel
Why join ACC’s
Customer Advisory Panels (CAP)?
What does ACC do?
ACC is a unique organisation. There’s no other
place with the same purpose in New Zealand,
or the world!
ACC’s core focus is to prevent accidents from
happening, and when they do, reduce the impact of
injury. The ACC Scheme is built around prevention,
rehabilitation and compensation - all of which work
together to help people return to work and everyday
life as fast as possible following injury.
One of ACC’s strategic objectives is to deliver change
that puts the customer* at the heart of everything it
does and to improve the outcomes and experience
of all of its customers. As part of its transformation
project, the Customer Group was created in 2015 in
order to help realise this objective through the eyes
and experience of its customers.
The Customer Group’s primary responsibility is to
support genuine engagement between ACC and
its customers and stakeholders to achieve positive
outcomes for all New Zealanders.
*When ACC refers to it’s ‘customers’ this includes all of ACC’s claims
clients, business customers, providers and the community as a whole
What other teams form
• Customer Insights and Experience
the Customer Group?
• Cultural Capability
• Injury Prevention
• Workplace Safety
• Communications and Engagement
• Strategy, Policy & Research
Older People
3
Where does CAP fit?
CAP exists to ensure that ACC genuinely listens to
the voices and stories of its customers –
especially its most vulnerable clients including those
who form part of our older population.
The CAP panels form part of a wider eco-system
of customer insights also which include:
• Customer Analytics
• Customer Feedback and Experience Design
• Customer Research
As part of this Customer Insights and Experience
team, the insights provided by the CAP panels can be
compounded and enhanced in order to ensure that
the most compelling story is heard by ACC and acts
as a catalyst for positive change.
How does CAP do this?
Through trusted representatives of client voices
accessed via established client networks across
NZ, we translate our client stories into propositions
which the business can understand, in order to affect
meaningful change.
What does CAP do?
• Identifies issues and barriers to
better outcomes for our clients
• Evaluates service solutions
• Co-designs new services and products
• Acts as a conduit to customers who can participate
in co-design
• Tests and validates problems identified by ACC
regarding customer needs and issues
4
ACC Customer Advisory Panel
How does the Expression of Interest
process work?
You are invited to express your interest in a position
Invitation
on our Customer Advisory Panel - Older People.
If you are interested, you’ll be asked to express your
interest by sending the completed EOI application form
(page 9 and 10 in this document) and a brief cover letter
Application
telling us why you want to come on board and return it to
us using the stamped addressed envelope provided or by
emailing it to us at CustomerAdvisoryProgramme@acc.
co.nz by 4.00 pm on 30 March.
Initial assessment of applications will be based
on demonstration of the skills, experience and
competences required for each role, outlined on
Initial
page 6 and 7 of this document.
Assessment
The Expression of Interest process will commence
on 2 April.
Following initial assessment, applicants may
be required to attend an interview if further
Interview
assessment is necessary.
Successful applicants will be notified by 25 May.
Older People
5
What we’ll be looking for?
Network
Any networks represented on the panels must have
Connectedness
a strong focus on older people. Members must be
able to demonstrate their connectedness with their
network and their ability to gather customer insights
and experience unique to their network.
Client
Members who represent their own unique experience
Representation
as a customer will be able to provide insights
and be able to contribute from a family/whanau/
support perspective.
Cultural
Members representing cultural networks must
Representation
be able to demonstrate that they also maintain
frequent interaction with older people and have
an understanding of the challenges faced
by these clients.
Professional
Members of professional bodies should be able to
Representation
demonstrate significant experience and education in
the area of their expertise and have access to direct
client representation.
6
ACC Customer Advisory Panel
What will be expected of you?
Membership
Each panel member will retain their position for a
12 month period which may be renewed for a further
12 months if both the member and the ACC agree.
Attendance
Members will attend all panel meetings (up to three full
panel meetings per year) and will advise the CAP team
in advance if they are unable to. Individual members
may also be called upon to, or invite members from
their networks to, participate in workshops and design
sessions outside the 3 scheduled panel meetings.
Network Contact
Members may be asked to gather insights from, or
distribute communications on particular issues to
their networks.
Engagement
Members should be open to working in new and
collaborative ways and be able to engage in
constructive dialogue in group settings.
What you can expect from us?
Remuneration
Each panel member will receive a full panel meeting
fee of $325 (incl. GST). Members may also receive
an additional fee of $325 (incl. GST) should any
preparatory work be required.
Attendance at workshops or design sessions are
remunerated by way of gift card at the following rate;
One hour............$80
½ day.............$180
Two hours..........$100
Full day ..........$300
Travel and
The CAP team will arrange all required travel and
Accommodation
accommodation for members.
Older People
7
How do I express my interest?
To apply, please complete the following expression of interest
application form, attach your cover letter telling us a little
about why you want to come on board and return it to us
in the stamped addressed envelope provided or send it to
[email address] by 4pm on 30 March.
Need an electronic copy?
Please email [email address]
and we’ll send you one.
8
ACC Customer Advisory Panel
Expression of Interest Application Form
What group are you applying for?
Serious Injury
Older People
Sexual Violence
Personal information
First name
Residential
address
Last name
Date of birth*
Ethnicity*
Telephone
Email address
Injury (if applicable)
What is your injury?
When did you get injured and how long have you been an ACC client?
Are you part of any other advisory or advocacy group across the government sector?
Yes
No
If yes please briefly explain your role on that group
*We have asked these questions to ensure that we create a panel which is representative of our clients and
the community. If you would prefer not to answer these questions please enter
N/A in the space provided.
Older People
9
Organisation you represent (if applicable)
Name
Address
Telephone
Email address
Your role
Length of time at organisation
Your responsibilities within the organisation
Network size and location(s)
I declare that all of the information I have provided in this form is correct.
I understand that I can ask to see any information that ACC holds about me, and have it
corrected if it is wrong, within the provisions of the Privacy Act 1993.
Signature:
Date:
The information collected on this form will only be used to assess your application for a position on our
Customer Advisory Panel. In the collection, use and storage of information, ACC will at all times comply
with the obligations of the Privacy Act 1993. You have the right to access any information we hold about
you. You can also ask us to correct the information that we hold about you.
10 ACC Customer Advisory Panel
Questions and comments?
If you have any queries regarding the Customer Advisory Panels,
the Customer Advisory Programme or the application process
please contact:
Manager – Customer Advisory Programme
ACC
Justice Centre – Level 14
19 Aitken Street
Wellington
Phone: (
Email:
Older People
11
Putting the customer at the centre of everything we do.
Me mātua aro atu ki te tangata, koia te pūtake o te mahi.
Your guide to joining the 2018
Customer Advisory Panel
for
Serious Injury
Putting the customer at the centre of everything we do. Me mātua aro atu ki te tangata, koia te pūtake o te mahi.
“Knowing that my injury experience
is helping better the experience of
others is extremely rewarding.”
ACC Customer Advisory Panelist 2016
2
ACC Customer Advisory Panel
Why join ACC’s
Customer Advisory Panels (CAP)?
What does ACC do?
ACC is a unique organisation. There’s no other
place with the same purpose in New Zealand,
or the world!
ACC’s core focus is to prevent accidents from
happening, and when they do, reduce the impact of
injury. The ACC Scheme is built around prevention,
rehabilitation and compensation - all of which work
together to help people return to work and everyday
life as fast as possible following injury.
One of ACC’s strategic objectives is to deliver change
that puts the customer* at the heart of everything it
does and to improve the outcomes and experience
of all of its customers. As part of its transformation
project, the Customer Group was created in 2015 in
order to help realise this objective through the eyes
and experience of its customers.
The Customer Group’s primary responsibility is to
support genuine engagement between ACC and
its customers and stakeholders to achieve positive
outcomes for all New Zealanders.
*When ACC refers to it’s ‘customers’ this includes all of ACC’s claims
clients, business customers, providers and the community as a whole
What other teams form
• Customer Insights and Experience
the Customer Group?
• Cultural Capability
• Injury Prevention
• Workplace Safety
• Communications and Engagement
• Strategy, Policy & Research
Serious Injury
3
Where does CAP fit?
CAP exists to ensure that ACC genuinely listens to
the voices and stories of its customers –
especially its most vulnerable clients including those
who are seriously injured.
The CAP panels form part of a wider eco-system
of customer insights also which include:
• Customer Analytics
• Customer Feedback and Experience Design
• Customer Research
As part of this Customer Insights and Experience
team, the insights provided by the CAP panels can be
compounded and enhanced in order to ensure that
the most compelling story is heard by ACC and acts
as a catalyst for positive change.
How does CAP do this?
Through trusted representatives of client voices
accessed via established client networks across
NZ, we translate our client stories into propositions
which the business can understand, in order to affect
meaningful change.
What does CAP do?
• Identifies issues and barriers to
better outcomes for our clients
• Evaluates service solutions
• Co-designs new services and products
• Acts as a conduit to customers who can participate
in co-design
• Tests and validates problems identified by ACC
regarding customer needs and issues
4
ACC Customer Advisory Panel
How does the Expression of Interest
process work?
You are invited to express your interest in a position
Invitation
on our Customer Advisory Panel - Serious Injury.
If you are interested, you’ll be asked to express your
interest by sending the completed EOI application form
(page 9 and 10 in this document) and a brief cover letter
Application
telling us why you want to come on board and return it to
us using the stamped addressed envelope provided or by
emailing it to us at CustomerAdvisoryProgramme@acc.
co.nz by 4.00 pm on 30 March.
Initial assessment of applications will be based
on demonstration of the skills, experience and
competences required for each role, outlined on
Initial
page 6 and 7 of this document.
Assessment
The Expression of Interest process will commence
on 2 April.
Following initial assessment, applicants may
be required to attend an interview if further
Interview
assessment is necessary.
Successful applicants will be notified by 25 May.
Serious Injury
5
What we’ll be looking for?
Network
Any networks represented on the panels must have
Connectedness
a strong focus on serious injury. Members must be
able to demonstrate their connectedness with their
network and their ability to gather customer insights
and experience unique to their network.
Client
Members who represent their own unique experience
Representation
as a customer will be able to provide insights
and be able to contribute from a family/whanau/
support perspective.
Cultural
Members representing cultural networks must
Representation
be able to demonstrate that they also maintain
frequent interaction with serious injured clients
and have an understanding of the challenges faced
by these clients.
Professional
Members of professional bodies should be able to
Representation
demonstrate significant experience and education in
the area of their expertise and have access to direct
client representation.
6
ACC Customer Advisory Panel
What will be expected of you?
Membership
Each panel member will retain their position for a
12 month period which may be renewed for a further
12 months if both the member and the ACC agree.
Attendance
Members will attend all panel meetings (up to three full
panel meetings per year) and will advise the CAP team
in advance if they are unable to. Individual members
may also be called upon to, or invite members from
their networks to, participate in workshops and design
sessions outside the 3 scheduled panel meetings.
Network Contact
Members may be asked to gather insights from, or
distribute communications on particular issues to
their networks.
Engagement
Members should be open to working in new and
collaborative ways and be able to engage in
constructive dialogue in group settings.
What you can expect from us?
Remuneration
Each panel member will receive a full panel meeting
fee of $325 (incl. GST). Members may also receive
an additional fee of $325 (incl. GST) should any
preparatory work be required.
Attendance at workshops or design sessions are
remunerated by way of gift card at the following rate;
One hour............$80
½ day.............$180
Two hours..........$100
Full day ..........$300
Travel and
The CAP team will arrange all required travel and
Accommodation
accommodation for members.
Serious Injury
7
How do I express my interest?
To apply, please complete the following expression of
interest application form, attach your cover letter telling us
a little about why you want to come on board and return it
to us in the stamped addressed envelope provided or send
it to [email address] by 4pm on
30 March.
Need an electronic copy?
Please email [email address]
and we’ll send you one.
8
ACC Customer Advisory Panel
Expression of Interest Application Form
What group are you applying for?
Serious Injury
Older People
Sexual Violence
Personal information
First name
Residential
address
Last name
Date of birth*
Ethnicity*
Telephone
Email address
Injury (if applicable)
What is your injury?
When did you get injured and how long have you been an ACC client?
Are you part of any other advisory or advocacy group across the government sector?
Yes
No
If yes please briefly explain your role on that group
*We have asked these questions to ensure that we create a panel which is representative of our clients and
the community. If you would prefer not to answer these questions please enter
N/A in the space provided.
Serious Injury
9
Organisation you represent (if applicable)
Name
Address
Telephone
Email address
Your role
Length of time at organisation
Your responsibilities within the organisation
Network size and location(s)
I declare that all of the information I have provided in this form is correct.
I understand that I can ask to see any information that ACC holds about me, and have it
corrected if it is wrong, within the provisions of the Privacy Act 1993.
Signature:
Date:
The information collected on this form will only be used to assess your application for a position on our
Customer Advisory Panel. In the collection, use and storage of information, ACC will at all times comply
with the obligations of the Privacy Act 1993. You have the right to access any information we hold about
you. You can also ask us to correct the information that we hold about you.
10 ACC Customer Advisory Panel
Questions and comments?
If you have any queries regarding the Customer Advisory Panels,
the Customer Advisory Programme or the application process
please contact:
Manager – Customer Advisory Programme
ACC
Justice Centre – Level 14
19 Aitken Street
Wellington
Phone: (
Email:
Serious Injury
11
Putting the customer at the centre of everything we do.
Me mātua aro atu ki te tangata, koia te pūtake o te mahi.
Your guide to joining the
Customer Advisory Panel
for
Sexual Violence
Putting the customer at the centre of everything we do. Me mātua aro atu ki te tangata, koia te pūtake o te mahi.
“Knowing that my injury experience
is helping better the experience of
others is extremely rewarding.”
ACC Customer Advisory Panelist 2016
2
ACC Customer Advisory Panel
Why join ACC’s
Customer Advisory Panels (CAP)?
What does ACC do?
ACC is a unique organisation. There’s no other
place with the same purpose in New Zealand,
or the world!
ACC’s core focus is to prevent accidents from
happening, and when they do, reduce the impact of
injury. The ACC Scheme is built around prevention,
rehabilitation and compensation - all of which work
together to help people return to work and everyday
life as fast as possible following injury.
One of ACC’s strategic objectives is to deliver change
that puts the customer* at the heart of everything it
does and to improve the outcomes and experience
of all of its customers. As part of its transformation
project, the Customer Group was created in 2015 in
order to help realise this objective through the eyes
and experience of its customers.
The Customer Group’s primary responsibility is to
support genuine engagement between ACC and
its customers and stakeholders to achieve positive
outcomes for all New Zealanders.
*When ACC refers to it’s ‘customers’ this includes all of ACC’s claims
clients, business customers, providers and the community as a whole
What other teams form
• Customer Insights and Experience
the Customer Group?
• Cultural Capability
• Injury Prevention
• Workplace Safety
• Communications and Engagement
• Strategy, Policy & Research
Sexual Violence
3
Where does CAP fit?
CAP exists to ensure that ACC genuinely listens to
the voices and stories of its customers –
especially its most vulnerable clients including those
who are survivors of sexual violence.
The CAP panels form part of a wider eco-system
of customer insights also which include:
• Customer Analytics
• Customer Feedback and Experience Design
• Customer Research
As part of this Customer Insights and Experience
team, the insights provided by the CAP panels can be
compounded and enhanced in order to ensure that
the most compelling story is heard by ACC and acts
as a catalyst for positive change.
How does CAP do this?
Through trusted representatives of client voices
accessed via established client networks across
NZ, we translate our client stories into propositions
which the business can understand, in order to affect
meaningful change.
What does CAP do?
• Identifies issues and barriers to
better outcomes for our clients
• Evaluates service solutions
• Co-designs new services and products
• Acts as a conduit to customers who can participate
in co-design
• Tests and validates problems identified by ACC
regarding customer needs and issues
4
ACC Customer Advisory Panel
How does the Expression of Interest
process work?
You are invited to express your interest in a position
Invitation
on our Customer Advisory Panel - Sexual Violence.
If you are interested, you’ll be asked to express your
interest by sending the completed EOI application form
(page 9 and 10 in this document) and a brief cover letter
Application
telling us why you want to come on board and return it to
us using the stamped addressed envelope provided or by
emailing it to us at CustomerAdvisoryProgramme@acc.
co.nz by 4.00 pm on 30 March.
Initial assessment of applications will be based
on demonstration of the skills, experience and
competences required for each role, outlined on
Initial
page 6 and 7 of this document.
Assessment
The Expression of Interest process will commence
on 2 April.
Following initial assessment, applicants may
be required to attend an interview if further
Interview
assessment is necessary.
Successful applicants will be notified by 25 May.
Sexual Violence
5
What we’ll be looking for?
Network
Any networks represented on the panels must have
Connectedness
a strong focus on sexual violence. Members must be
able to demonstrate their connectedness with their
network and their ability to gather customer insights
and experience unique to their network.
Client
Members who represent their own unique experience
Representation
as a customer will be able to provide insights
and be able to contribute from a family/whanau/
support perspective.
Cultural
Members representing cultural networks must
Representation
be able to demonstrate that they also maintain
frequent interaction with survivors of sexual violence
and have an understanding of the challenges faced
by these clients.
Professional
Members of professional bodies should be able to
Representation
demonstrate significant experience and education in
the area of their expertise and have access to direct
client representation.
6
ACC Customer Advisory Panel
What will be expected of you?
Membership
Each panel member will retain their position for a
12 month period which may be renewed for a further
12 months if both the member and the ACC agree.
Attendance
Members will attend all panel meetings (up to three full
panel meetings per year) and will advise the CAP team
in advance if they are unable to. Individual members
may also be called upon to, or invite members from
their networks to, participate in workshops and design
sessions outside the 3 scheduled panel meetings.
Network Contact
Members may be asked to gather insights from, or
distribute communications on particular issues to
their networks.
Engagement
Members should be open to working in new and
collaborative ways and be able to engage in
constructive dialogue in group settings.
What you can expect from us?
Remuneration
Each panel member will receive a full panel meeting
fee of $325 (incl. GST). Members may also receive
an additional fee of $325 (incl. GST) should any
preparatory work be required.
Attendance at workshops or design sessions are
remunerated by way of gift card at the following rate;
One hour............$80
½ day.............$180
Two hours..........$100
Full day ..........$300
Travel and
The CAP team will arrange all required travel and
Accommodation
accommodation for members.
Sexual Violence
7
How do I express my interest?
To apply, please complete the following expression of interest
application form, attach your cover letter telling us a little
about why you want to come on board and return it to us
in the stamped addressed envelope provided or send it to
[email address] by 4pm on 30 March.
Need an electronic copy?
Please email [email address]
and we’ll send you one.
8
ACC Customer Advisory Panel
Expression of Interest Application Form
What group are you applying for?
Serious Injury
Older People
Sexual Violence
Personal information
First name
Residential
address
Last name
Date of birth*
Ethnicity*
Telephone
Email address
Are you part of any other advisory or advocacy group across the government sector?
Yes
No
If yes please briefly explain your role on that group
*We have asked these questions to ensure that we create a panel which is representative of our clients and
the community. If you would prefer not to answer these questions please enter
N/A in the space provided.
Sexual Violence
9
Organisation you represent (if applicable)
Name
Address
Telephone
Email address
Your role
Length of time at organisation
Your responsibilities within the organisation
Network size and location(s)
I declare that all of the information I have provided in this form is correct.
I understand that I can ask to see any information that ACC holds about me, and have it
corrected if it is wrong, within the provisions of the Privacy Act 1993.
Signature:
Date:
The information collected on this form will only be used to assess your application for a position on our
Customer Advisory Panel. In the collection, use and storage of information, ACC will at all times comply
with the obligations of the Privacy Act 1993. You have the right to access any information we hold about
you. You can also ask us to correct the information that we hold about you.
10 ACC Customer Advisory Panel
Questions and comments?
If you have any queries regarding the Customer Advisory Panels,
the Customer Advisory Programme or the application process
please contact:
Manager – Customer Advisory Programme
ACC
Justice Centre – Level 14
19 Aitken Street
Wellington
Phone:
Email:
Sexual Violence
11
Putting the customer at the centre of everything we do.
Me mātua aro atu ki te tangata, koia te pūtake o te mahi.
Document Outline
