Advance Notice - ACC Navigation Services

Details

[UPDATE 5 DECEMBER 2018] In consideration of the time of year and the recent release of the Reviewer Services and Dispute Resolution RFP, ACC has made the decision to wait until the new year to release the Navigation Services tender. We have conducted market research in the form of workshops, focus groups and interviews and will be proceeding straight to an RFP process. The new timeframe will allow providers sufficient time to understand ACC’s needs and provide quality responses to ACC. Additional context is provided in the Updated Advance Notice (which has been uploaded as an Addendum to this notice)


A free, independent service to help claimants navigate ACC is being proposed. The Navigation Service will work closely with ACC by supporting our clients to understand and access the range of services we offer and advocate for them.

This may include:
• Providing information and giving advice
• Supporting them through the their enquiry, claim or complaints process
• Helping them connect to appropriate support at ACC and beyond

ACC needs the services of suitably qualified experts to provide a prompt, impartial, high quality, outcome focused service to all ACC claimants.

This is a unique opportunity to be part of ACC’s continuing focus on improving its customer facing services and achieving the right outcomes for its diverse range of claimants. The selected providers will be expected to engage positively and proactively with both ACC and its clients to achieve good outcomes. While no one sets out to be an ACC claimant we are committed to ensuring the services we provide are customer focused, transparent, effective and efficient at all stages of the process. Whether a person has yet to make a claim, has an active claim in progress and needs support, advice and advocacy in engaging with ACC, or has concerns or issues with an ACC decision and wants to understand their options. We expect our providers to share our vison and they will be committed to help achieve the right outcomes.

We intend to go to market in the week beginning 3 December 2018. The opportunity will be advertised on the Government Electronic Tenders Service. If you are interested in the opportunity, please download the RFP once it becomes available. Refer to the attached Advance Notice for further information.