New ACC CEO can’t rule out more privacy breaches
Sunday 18 August, 2013
New ACC CEO can’t
rule out more privacy breaches
ACC chief
executive Scott Pickering has told TV One’s Q+A programme
that he can’t guarantee there won’t be another breach of
privacy in the organisation.
“No, I can’t. I
can’t. But I think what is important is that we have made
significant progress in terms of bringing down the number of
breaches in the organisation,” Mr Pickering
says.
He told Q+A host Susan Wood that an
investigation into the leak, which occurred during a home
burglary in Christchurch with a case manager’s notebook
being stolen as part of the break-in, would be held next
week once the staff member concerned returned from
leave.
Mr Pickering says staff at the organisation
have been disappointed by the security breach which comes
after a series of privacy breaches at the corporation were
revealed last year, including ACC inadvertently emailing
private details of more than 6,500 clients to claimant
Bronwyn Pullar.
Meanwhile, Mr Pickering has ruled
out privatising ACC.
“Both the Minister of
Finance and my own minister have been very clear that that
is off the agenda. Um, but that doesn’t mean to say that I
don’t want our people working as if we’re in a very
competitive environment. I think it’s very important that
we have that level of dedication to our clients and really
driving outputs,” Mr Pickering
says.
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Q+A
SUSAN
WOOD INTERVIEWS SCOTT
PICKERING
SUSAN
WOOD
Joining me now in his
first television interview since taking the top job at ACC,
CEO Scott Pickering. You’re a brave man, aren’t
you?
SCOTT PICKERING - CEO, Accident
Compensation Organisation
(CHUCKLES) I don’t
know about brave man, Susan. I’m really enjoying my job,
actually.
SUSAN
Enjoying it this week when you found you had yet
another security
breach?
SCOTT
It’s been a challenging week for the organisation
and clearly a disappointment that we found the incident that
occurred in the burglary in Christchurch with the case
manager’s notebook being…as part of that theft. It was
very
disappointing.
SUSAN
What’s going on? Are people just not following
the rules? Are the rules not clear
enough?
SCOTT
We have very clear policies in place around that.
Managers are not able to take personal information home
without prior approval from their manager, unless it’s on
an encrypted stick. So, in this instance, we had something
outside policy. What we’ve done this week is clearly
ensured that all of our staff are aware of our policy.
We’ve had training sessions for staff. I’ve also
included very clear information in my weekly
video.
SUSAN
What are you going to do with this person? Will
they be fired? Will they keep their job? What’s going to
happen to them?
SCOTT
What we will do is we’re going to review the case
itself, and obviously we’ll conduct an internal
investigation based on the policies that we have in
place.
SUSAN
How long does that all take,
though?
SCOTT
We’ll be looking at that over the course of the
next week. The staff member concerned is actually presently
on leave, and we’ll be talking with that person when they
return to work.
SUSAN
But you regard this pretty seriously, don’t
you?
SCOTT
Absolutely. I think it’s a very, very serious
issue that we have to
address.
SUSAN
Because the problem is how do people have faith in
you keeping their information safe if we have yet another
example this week after all those breaches last
year?
SCOTT
Yeah, I think, as an organisation, we’ve made
tremendous progress over the last 12 months. We had the
independent privacy review last year, which had 44
recommendations. Of those recommendations to date, we’ve
had…so far we’ve closed 15 of them. By the end of the
year, we’ll have 37 of the recommendations closed. The
remaining seven are ones that do take us over several years
in order to complete. It is a process that we have to go
through, but I can assure you I’m absolutely committed to
this, and privacy is near the top of my list, because I know
it’s intrinsically linked to public trust and
confidence.
SUSAN
You may be committed, but are your
staff?
SCOTT
Absolutely. I have found, as I’ve gone around the
country over my first couple of months in the job, I’ve
found a staff who are absolutely committed to producing
outcomes, and there is an absolute realisation of the
integrity around
privacy.
SUSAN
But the Privacy Commissioner talked about an almost
cavalier attitude to private data and also systemic
weaknesses. Has that attitude just suddenly
changed?
SCOTT
I think so. I think we’ve made significant
progress. I certainly haven’t seen a cavalier attitude. I
think what’s important with privacy as we go forward is
we’re having privacy by design, and what we’re saying
with that is that privacy must be embedded in every new
strategy-
SUSAN
But how do you just change an attitude of an
organisation in a couple of
months?
SCOTT
I think- (LAUGHS) I’m good, Susan, but I’m not
saying I’m that
good.
SUSAN
Yeah, but you’re saying the cavalier attitude is
not there.
SCOTT
I think, clearly, I haven’t seen that myself. I
have absolutely, as I’ve gone round the country, I’ve
seen a team of people who are absolutely committed. I
visited a couple of offices this week, and the staff were
really concerned about what’s happened. So, you know,
there’s a clear desire from the team to get this
right.
SUSAN
But you can’t ever guarantee 100 per cent that
this won’t happen again, that there won’t be another
breach, can you?
SCOTT
No, I can’t. I can’t. But I think what is
important is that we have made significant progress in terms
of bringing down the number of breaches in the
organisation.
SUSAN
You’re also charged with improving the quality of
service. How do you measure
that?
SCOTT
Yeah, I think it’s interesting. I guess as coming
in as the new CEO, what I’m looking at is the organisation
into the future. It’s one of the things that I’ve been
brought into do, and clearly, for me, customer service is
something that’s going to be very important to us as an
organisation. I’m really going to take a look at the
future of the organisation from the customer’s viewpoint.
So we’re going to have a real review of the process, the
customer journey throughout the
organisation.
SUSAN
Because we are told a lot of people when they apply
are made to feel like they’re fraudsters from the get-go.
The attitude towards them is that they are there to rip the
place off.
SCOTT
No, well, I think things like that, we’ve got to
stamp out, absolutely. I believe ACC is really a fundamental
part of the DNA of this country. I think it’s a great
organisation. I think it’s an organisation that has to be
part of this country into the future, and I’m determined
to make that
happen.
SUSAN
ACC previously has relied on things like getting
long-term claimants off benefits as part of their
performance indicators. Those, I know, have gone, but what
are going to be your performance indicators? How will you
know if you succeed? Is it more people on? Less people on?
How does it work?
SCOTT
I think in terms of long-term claimants, what’s
important is that that situation is very much stabilised.
The net incoming clients versus outgoing clients over the
last 12 months was pretty much the same. Our projection for
this year is flat, so I think what we’re doing is we’re
working a lot closer with clients early on, working out
rehabilitation plans, and, certainly, I don’t want to put
targets around things like
that.
SUSAN So
it’s not a one-on, one-off system at all
now?
SCOTT
Absolutely not. Absolutely not. I mean, we want the
scheme to do what the scheme should do. And, clearly, part
of that is getting people back to the best possible place
themselves. Rehabilitation’s very, very
important.
SUSAN
You said something interesting to me a few moments
ago - ACC part of the DNA of NZ. I think, personally, it’s
a wonderful system the way it was set up. It’s been
tinkered with, but it certainly leaves us in a non-litigious
situation like the US, which is better.
SCOTT
Yes.
SUSAN
The trouble is a lot of people don’t think that.
A lot of people think, ‘ACC - bad place.’ How do you
change that?
SCOTT
I think that’s really important, and I agree with
you. I think that that’s something that- As I say, what I
see from our staff is a passion and a commitment to do the
right thing. I think there is a real need for us to engage
more, for example, with our medical providers and the
industry itself. I’m looking forward to doing that. I’ve
been doing a lot of listening, Susan, during my first 90
days in the job, and now I’m really starting to put- I
want to put in place a number of new changes for the
organisation. I’m looking forward to sharing that with my
board in the very near future and really charting a course
for the organisation into the future.
SUSAN
You’ve got a background in private insurance. Is
that on the agenda? The privatisation of ACC? Because this
government had talked about it. They’ve struggled a bit
with it.
SCOTT
No, I think- I mean, both the Minister of Finance
and my own minister have been very clear that that is off
the agenda. Um, but that doesn’t mean to say that I
don’t want our people working as if we’re in a very
competitive environment. I think it’s very important that
we have that level of dedication to our clients and really
driving outputs.
SUSAN
Difficult to do that when you’re the only show in
town, isn’t it?
SCOTT
Um, I won’t tolerate that in the organisation. I
think that’s very important that we have to have a focus
on driving outcomes, and that’s something that I’m
absolutely personally committed to
doing.
SUSAN
So how long do you think it will be an organisation
that you can be really proud
of?
SCOTT I
think it’s one of those things. I’m already proud of it.
I’m proud of the team. I have been so impressed with the
people that I have met. It drives me. It gets me out of bed
every day, and I’m really, really looking forward to
putting in place the strategies for the business that will
really set it up for the
future.
SUSAN
Nice to talk to you. Thanks for your time, Scott
Pickering.
SCOTT
Thank
you.
ENDS