My View - tech and data at ACC

VIEW - Michael Dreyer, Deputy Chief Executive – Technology and Data, ACC

Michael Dreyer took up his role ACC in November 2024, following seven years leading digital teams at the Ministry of Health and Health New Zealand | Te Whatu Ora.

My focus at ACC is on making sure we drive every last bit of value from the digital investments the organisation has made. 

That means ensuring our case managers have the right information at the right time, that our digital channels offer a seamless experience for clients and providers, and that we use data intelligently to make decisions that improve wellbeing and recovery outcomes.

Technology tools

We are in a fortunate position at ACC as the organisation has already made significant progress in modernising its technology platforms. 

We are largely operating in a cloud-based environment, which gives us access to modern tools, flexibility, and speed. That foundation gives us a real opportunity: not just to operate more efficiently, but to improve outcomes for our clients.

These modern platforms put us in a good position to start leveraging Artificial intelligence (AI). We have already introduced AI-powered summarisation tools that help our staff capture call notes more efficiently and accurately. 

That frees them up to focus more on the client during the conversation, and less on administrative tasks afterward. Early feedback from staff has been positive, with reports this is saving time and improving the quality of the notes.

Another example is intelligent call routing. By using data to connect clients with the right part of our service centre first time, we are reducing wait times and improving experiences for both customers and staff. 

We are also investing in improving digital self-service options for clients and providers, such as MyACC, MyACC for Business, and our recently launched Provider Hub. 

Our aim is to support those individuals and businesses who want to engage digitally with us where possible and reduce the need for manual interventions. That creates space for our teams to focus on those clients who need more support.

Data to improve outcomes

A key aim is to better use data to improve outcomes in rehabilitation and case management - getting people back to work and wellbeing faster. 

That also helps ensure the long-term sustainability of the scheme. We know the health system is under pressure, and we need to be targeted and efficient in how we spend our portion of the health budget.

Targeting resources to prevent injures is so important. My experience working on the pandemic response showed the benefits of using data to shape targeted campaigns and working directly with communities. 

We are doing more of that at ACC: partnering with iwi, industry groups, and sports organisations to prevent injuries before they happen.

As we work more closely with the wider health and social sectors, it is clear that data integration and responsible sharing, with strong privacy settings and informed consent, can help provide more coordinated care. 

At ACC we are exploring how to better use identifiers like the National Health Index to reduce duplication and errors, and to improve our understanding of how services are working for different communities.

The future

Ultimately, our goal is to be a digital, data-driven organisation that delivers better outcomes for New Zealanders. That means using the best of technology and data not for its own sake, but to deliver real improvements in people’s lives. 

That is the challenge, and the opportunity, that I am excited to be leading at ACC.

Listen to Michael's podcast interview to learn more on eHealth Talk NZ

Read more VIEWS

Return to eHealthNews.nz home page