Over the past year IRO has been undertaking a Business Process Review in order to increase the effectiveness and efficiency of our services. The Review aims to increase the quality, efficiency and consistency of our ILARS and Solutions services and has seen us review our end-to-end business processes including:
- Reviewing our business processes to identify improvement opportunities.
- Implementing agreed improvement opportunities and associated improvements to Resolve and other ICT systems.
- Establishing a procedure for ongoing review, improvement and documentation of our business processes.
As part of this, we are instituting a new Centralised Email Management (CEM) system.
Currently insurers communicate via email direct with a Solutions team member. Beginning 23 March insurers are requested to communicate via email to our CEM system.
This simplified process means communications will process directly into our system without the need for manual handling. This will mean faster response times and also reduce wait times when individual Solutions team members are on leave.
Insurers are requested to note and action the following process, beginning 23 March, in communication to Solutions:
- Insurers will be receiving and responding to insureremails@iro.nsw.gov.au as part of a complaint or enquiry process with Solutions. Please add this email address to your safe sender list.
- Responses due on or after 23 March should be sent to insureremails@iro.nsw.gov.au
- Please do not alter email subject lines sent from Solutions when replying to IRO, in order to keep consistency with our automated process.
- The IRO contact details for injured persons remain unchanged. There is no need to change what is written in documentation that refers an injured person to our office.
This simplified process provides a consistent and time-efficient way to manage Solutions complaints and enquiries.
We seek to improve your engagement with IRO and encourage feedback. If you would like to provide feedback or seek clarification on the new process, please email Christie.Echo@iro.nsw.gov.au, Acting Director Solutions.