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Rebuilding trust and confidence: ACC’s privacy journey

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.

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Rebuilding trust and confidence: ACC’s privacy journey

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  1. Rebuilding trust and confidence: ACC’s privacy journey OPC Technology and Privacy Forum, 20 February 2014 Paul Holmes and Fiona Colman, ACC

  2. Contents About ACC Privacy at ACC Then Now Future

  3. About ACC

  4. 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

  5. Every day… 25,000 7,000 24,000 letters sent claims processed calls answered *Correct as at May 2013

  6. Claims volumes 4.4m 1.7m CLAIMSPER YR 1 EVERY seconds *Correct as at May 2013

  7. Privacy at ACC

  8. March 2012

  9. August 2012

  10. 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

  11. Mechanical changes • ACC-specific breach definition • Organisation-wide reporting process established • Breach root cause analysis • Breach management process • Training for all staff

  12. Establishing accountability • ACC Privacy Strategy sets accountability for privacy with: • ACC Board • Executive • Managers • Staff

  13. ACC privacy now • Positive feedback • Reduced complaints about privacy • Many Review recommendations actioned • Privacy by Design, through PIAs • Breach numbers reduced • Reporting tool operating • International/national networks • Advisor to other agencies • Third party accountability • Heightened staff awareness of privacy • Breach simulation and incident response team

  14. Lessons learned Communicate Co-ordinate Plan

  15. Challenges for the future • Keeping up momentum • Embedding good practice, especially for new staff • Looking wider than ‘Disclosure’

  16. Questions

  17. Web addresses www.acc.co.nz to access: Independent Review http://www.acc.co.nz/about-acc/overview-of-acc/acc-and-your-personal-information/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

  18. Thanks

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