New Report Heralds Improvements at icare

According to a new report, icare has successfully completed a comprehensive improvement program. 

According to a new report, icare has successfully completed a comprehensive improvement program and achieved its objectives of improving risk and governance, improving performance, and driving an accountable culture.  

Promontory Australia recently issued their final report on icare’s independent review, which was established to respond to the recommendations of the Governance, Accountability and Culture (GAC) and McDougall Reviews. Most of the 107 recommendations have been met, and the small number that were not completed by 30 June 2024 are expected to be finalised by the end of the year.  

The significant undertaking has resulted in many positive outcomes at icare across governance and accountability, culture and capability, prioritisation of customers, and uplifted infrastructure and systems.   

With a refreshed set of organisational values, icare has a clear focus on the voice of the customer and a robust commitment to continuous improvement, including responding to learnings, insights, and feedback. Stronger governance and accountability have also resulted in better decision-making and clearer ownership of risks and actions.  

The Promontory report made recommendations on future focus areas to sustain icare’s improvements, including promoting a culture of continuous improvement, ensuring leadership ‘walks the talk,’ and integrating the program’s achievements into icare’s operational fabric.  

The full report can be accessed here.