Rebuilding trust and confidence:
ACC’s privacy journey
OPC Technology and Privacy Forum, 20 February 2014
Paul Holmes and Fiona Colman, ACC
Contents
– About ACC
– Privacy at ACC
– Then
– Now
– Future
About ACC
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
Every day…
25,000
7,000
24,000
letters
sent
claims
processed
calls
answered
*Correct as at May 2013
Claims volumes
4.4m
1.7m
CLAIMS
PER YR
1 EVERY
seconds
*Correct as at May 2013
Privacy at ACC
March 2012
August 2012
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
Mechanical changes
•ACC-specific breach definition
•Organisation-wide reporting process established
•Breach root cause analysis
•Breach management process
•Training for all staff
Establishing accountability
ACC Privacy Strategy sets accountability for privacy with:
•ACC Board
•Executive
•Managers
•Staff
ACC privacy now
•Positive feedback
•Reduced complaints about privacy
•Breach numbers reduced
•Reporting tool operating
•Many Review recommendations actioned
•Privacy by Design, through PIAs
•International/national networks
•Advisor to other agencies
•Heightened staff awareness of privacy
•Breach simulation and incident response team
•Third party accountability
Lessons learned
Communicate
Co-ordinate
Plan
Challenges for the future
•Keeping up momentum
•Embedding good practice, especially for new staff
•Looking wider than ‘Disclosure’
Questions
Web addresses
www.acc.co.nz to access:
Independent Review http://www.acc.co.nz/aboutacc/overview-of-acc/acc-and-your-personalinformation/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: Privacy.Officer@acc.co.nz
Thanks