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Rebuilding trust and confidence: ACC’s privacy journey
OPC Technology and Privacy Forum, 20 February 2014Paul Holmes and Fiona Colman, ACC
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Contents
– About ACC
– Privacy at ACC
– Then– Now– Future
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About ACC
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About ACC
– Comprehensive, no-fault personal injury cover for all New Zealand residents and visitors to New Zealand
– Governed by the Accident Compensation Act 2001
– Funded by New Zealanders through five accounts
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Every day…
letters sent
claims processed
calls answered
25,000 7,000 24,000
*Correct as at May 2013
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Claims volumes
4.4m
1.7m
1 EVERY
seconds
CLAIMSPER YR
*Correct as at May 2013
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Privacy at ACC
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March 2012
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August 2012
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Structural changes
•Privacy Group – BAU, full time Privacy Officer
•Project team – progress Independent Review recommendations
•Taskforce – targeted breach reduction
•Customer Information Teams – pre-release file checking
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Mechanical changes
•ACC-specific breach definition
•Organisation-wide reporting process established
•Breach root cause analysis
•Breach management process
•Training for all staff
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Establishing accountability
ACC Privacy Strategy sets accountability for privacy with:
•ACC Board
•Executive
•Managers
•Staff
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ACC privacy now
•Positive feedback
•Reduced complaints about privacy
•Many Review recommendations actioned
•Privacy by Design, through PIAs
•International/national networks
•Advisor to other agencies
•Third party accountability
•Breach numbers reduced
•Reporting tool operating
•Heightened staff awareness of privacy
•Breach simulation and incident response team
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Lessons learned
Communicate
Plan
Co-ordinate
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Challenges for the future
•Keeping up momentum
•Embedding good practice, especially for new staff
•Looking wider than ‘Disclosure’
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Questions
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Web addresses
www.acc.co.nz to access:
Independent Review http://www.acc.co.nz/about-acc/overview-of-acc/acc-and-your-personal-information/index.htm
– ACC’s privacy notice and privacy policy http://www.acc.co.nz/privacy/index.htm?ref=footer
– ACC’s privacy strategy http://www.acc.co.nz/privacy/privacy-notice/WPC120320
Contact us: [email protected]
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Thanks