Comcare - Australian Government
Comcare homeComcare Annual Report 2010-11 home

Project Service Excellence

The Comcare Strategic Plan 2010–2015 (2015 Plan) set out a clear direction for how Comcare will measure its success. In line with the implementation of the 2015 Plan, Comcare developed a new organisational structure and service delivery model to better place Comcare to achieve our 2015 Plan priorities.

Comcare established Project Service Excellence (PSE) to align the service delivery model that includes segmentation of claims, improved workflow and decision support improvements to the structure of the Recovery and Support Group.

Project Service Excellence was established to deliver ten interdependent ‘goals’ within the 2015 Plan that will:

  • strengthen recovery and support services for injured workers
  • improve decision making support tools
  • improve injury management practices.

Key deliverables

The key deliverables of the PSE were to:

  • implement a new service delivery model for Comcare
  • define roles, responsibilities and caseloads for Recovery and Support staff
  • develop tools to support the new service delivery model
  • introduce ‘Return to Health’ and ‘Return to Work’ goals for injured workers and employers for all new claims
  • improve communication channels with employers and injured workers
  • refine tools and processes to reduce decision making time throughout the claims process
  • establish a clinical framework and a Clinical Panel
  • define metrics to monitor benefits of the new service delivery model and improved processes.

Stakeholder engagement

An important part of improving our service delivery model was ensuring that we were communicating, engaging and consulting with the community. To ensure we engaged with all relevant stakeholders a communication plan was developed and workshops were set up to talk to the community and capture their ideas and experiences to ensure that our service delivery model met their needs. The PSE team delivered workshops to a range of stakeholders including:

  • a worker workshop held in Canberra on 6 October 2010—175 workers were invited to attend
  • an employers workshop on 8 October 2010 in Melbourne and 11 October 2010 in Canberra— 10 representatives from Federal Agencies, 12 representatives from ACT government and five representatives from licensees attended
  • an industry experts forum on 12 October 2010— eight industry experts and 11 Comcare employees attended.
  • thirteen workshops for internal Recovery and Support Group staff to test the service delivery model and segmentation rules—over 100 Comcare employees attended the workshops.


Timeliness—determination of new claims

The impact of PSE can be seen in our data for the determination of new claims.

The scheme’s performance during the period from January to March 2011 was temporarily impacted by PSE changes to the service delivery model. However, since implementing the new service delivery model, the target of 75 per cent of claims determined in 20 days (injury) and 60 days (disease) has been exceeded in each of the past four months. This is a positive sign that the hard work done by PSE to improve our service delivery model is producing results.

Figure 1: Claims determined in 20 days (injury) and 60 days (disease)

Figure 1: Claims determined in 20 days (injury) and 60 days (disease)


Since implementing changes to our services delivery model we have noticed that many of the compliments we have been receiving relate to our improved service to injured workers and the community. Some examples of our compliments are below.

“Thankyou for your prompt action in managing my claim.”
Injured Worker, May 2011

“I used to feel like I was intruding on Comcare and that I had to wait months before anyone would contact me or followed up on things. I am happy with the obvious changes in service delivery. Talking to Comcare is now soothing to my condition after I have worked up the energy to talk to Comcare.”
Injured Worker, May 2011

“The improvement of service delivery following Comcare’s implementation of the new service delivery model has been really noticeable and fantastic and I encourage you to keep up the good work.”
Rehabilitation Case Manager, June 2011