How to use this dashboard · Output Two ‐ Event Response Output 2.1 ‐ Settlement of Canterbury...

EQC Performance Dashboard ‐ April 2020

How to use this dashboard

This dashboard shows a monthly snapshot of EQC's progress across its operational spectrum as well as how we track in relation to the performance measures in our Statement of Performance Expectations (SoPE). Below is a summary for each section.

Section 1 ‐ Statement of Performance Expectations (SoPE) measures

This section shows progress across those SoPE measures that can be measured on a monthly basis. The results are cumulative year to date results which reflect the year to date progress bar to reach the year‐end target. The SoPE is one of our public accountability documents which can be found here:

https://www.eqc.govt.nz/sites/public_files/documents/publications/EQC‐SoPE‐2019.pdf

Section 2 ‐ Canterbury

This section tracks the progress of outstanding claims arising from the Canterbury sequence of earthquakes 2010‐11. It shows howmany claims are open or have been reopened (inflow), how many claims have been resolved during the month (resolved), and how many are outstanding at the time of reporting (total outstanding (on hand)). We also track how long claims have been open for (age of outstanding open claims).

Section 3 ‐ Other Natural Disaster Events (Excluding Canterbury/Kaikōura)

This section covers all claims that are not related to the specific Canterbury and Kaikōura events. Here, we track our claimsmanagement progress by how many we have received during the month (inflow), how many we have resolved in the month (resolved), and how many are on hand (outstanding). The data in this section is organised by the type of damage for which a claim may be lodged (namely earthquake, landslip, flood or storm damage).

Section 4 ‐ Customer Satisfaction

We monitor customers’ satisfaction with their interactions with EQC. There are two parts which align to the customer satisfaction metrics in the SoPE: Service Quality and Kept Informed. The data comes from the customer satisfaction survey that TNS Kantar undertakes on our behalf each month. This section also summarises call volume data.

Due to timing, the customer satisfaction results are reported a month in arrears.

Section 5 ‐Media

This section monitors EQC's coverage in both traditional and social media. It keeps a year‐to‐date count of the number of media statements released by EQC, and also how many times EQC appeared in the media during the month (media articles).

Section 6 ‐ Official Information Act (OIA) Requests

The OIA section monitors the number of OIAs received, completed and left on hand at the end of the month. The OIAs are divided into two types: those in which customers request information and/or supportive information from us on their claim (customer OIA), and the OIA requests that relate directly to EQC and/or its operational activities (high level OIAs). The compliance rate for both types is being monitored.

Section 7 ‐ Privacy Breaches

This section provides a monthly update on EQC's compliance matters, in particular, privacy breaches.

Section 8 ‐ HR Operations

This section tracks EQC's average annual leave balance and sick leave usage and compares them to the Public Service Benchmark. Information in this section also includes a broad profile of EQC's workforce.

*A section on Kaikōura has been excluded as it includes private commercially sensitive insurer data.

Output Two ‐ Event Response

Output 2.1 ‐ Settlement of Canterbury 2010‐11 Earthquake Sequence Remedial Claims

Ref MeasureYE

TargetResult Status/Trend

Note: this is a reverse target

Key:


Section 1 ‐ Statement of Performance Expectation measures ‐ monthly monitoring

Progress ‐ YTD

2.1.1

Outstanding claims over six months old, on hand

at 30 June 2019, are settled by 31 December

2019

75% 58%

Commentary: By EOM December 2019, we had closed 58% of claims that were outstanding (over 6 months old) at EOM June 2019. Consequently we

did not achieve the target for this measure. As at 30 April 2020 we had closed 69% of these claims, up from 65% at the end of March.

2.1.2

Inflow of reopened claims lodged post 1 January

2019 will be settled within six months of

reopened date*

80% 80%

Commentary: So far this financial year, 80% of claims that were reopened during January‐through‐October 2019 have been settled within 6 months of

their reopened date, on target. This is an improvement from 76% last month.

*Including claims opened from 1 January 2019 to 31 December 2019 will give a financial year (1 July 2019 to 30 June 2020) result in terms of “settled

within six months”

2.1.4

EQC settlements should be enduring. Less than

10% of claims settled are reopened within six

months

<10% 13.8%

Commentary: So far this financial year we have reopened 13.8% of settled claims within 6 months of closure. This is a deterioration since last month

(8.9%).

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

On trackfor delivery

Potential risk of not achievingtarget

Target highly unlikely to be achieved

Result not available for the month

Performance trend increase

No change in performance trend

Performance trend decrease


Output 2.1 ‐ Settlement of Canterbury 2010‐11 Earthquake Sequence Remedial Claims ‐ cont.

Ref MeasureYE


2.1.5

The proportion of surveyed customers who

indicate satisfaction about their overall claim

settlement process

> 45% 48%

2.1.7


indicate that they were well informed during the

claims settlement process

> 40% 44%

Key:


Section 1 ‐ Statement of Performance Expectation measures ‐ monthly monitoring (cont.)

Progress ‐ YTD

2.1.6

The proportion of surveyed customers who agree

or strongly agree that the overall quality of the

service received while making the claim (during

recent claim experience) was good

> 60% 75%

2.1.8


or strongly agree that they were kept well

informed during their recent claim experience

> 60% 75%

2.1.9


or strongly agree that the overall manner of the

people they had contact with (during your recent

claim experience) was good

> 60% 83%

Commentary: 'Overall Satisfaction' (2.1.5) amongst our Canterbury customers remains unchanged from last month on 48% as does our performance in

ensuring our Canterbury customers were 'Kept Informed' (2.1.7) with 44%. Satisfaction of Canterbury customers with their recent experiences across

the measures of 'Satisfaction' (2.1.6), 'Kept Informed' (2.1.8) and 'Overall Manner' (2.1.9) remain well above their respective targets.

Note: Customer satisfaction is reported one month in arrears, therefore the results reported are as at 31 March 2020.

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%


Potential risk of not achievingtarget






0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%


Output 2.2 ‐ Claims Relating to Natural Disaster Events (excluding Canterbury)

Ref MeasureYE


Note: this is a reverse target

2.2.6The proportion of surveyed customers who

indicate they were well informed during the

claims settlement process

80% 75%

Key:


Section 1 ‐ Statement of Performance Expectation measures ‐ monthly monitoring (cont.)

Progress ‐ YTD

Commentary: So far this financial year, 82% of claims that were reopened in January‐to‐October 2019 have been settled within 6 months of being

reopened, an improvement in performance since end of March (77%), and above standard.

2.2.1Claims lodged post 1 January 2019 are settled

within six months of lodgement date95% 98%

Commentary: As at 30 Apr, 98% of claims lodged post 1 January 2019 have been settled within 6 months of lodgement, meeting the required standard.

2.2.2

Claims which have not been settled within six

months of lodgement are settled within 90

working days of the assessment process being

completed

95% 100%

Commentary: So far this financial year, all claims that were not settled within 6 months, have subsequently been settled within 90 working days of the

completion of the assessment process.

2.2.3

Inflow of reopened claims lodged post 1 January

2019 will be settled within six months of

reopened date*

80% 82%

Commentary: 'Overall Satisfaction' (2.2.5) amongst our customers impacted by other natural disasters continues to drop with a result of 75% (vs. 76%

last month). A continued slide in our performance was also noted in the other key measure where customer satisfaction with how well they were 'Kept

Informed' (2.2.6) dropped to 75% (vs.76% last month).

Note: Customer satisfaction is reported one month in arrears, therefore the results reported are as at 31 March 2020.

Commentary: As at April month end, the rate of enduring settlement measures 9%, deteriorating from last month (7%).

* The start date for this rolling measure is 1 January 2019

2.2.5


indicate satisfaction about their overall claim

settlement process

80% 75%

*Including claims opened from 1 January 2019 to 31 December 2019 will give a financial year (1 July 2019 to 30 June 2020) result in terms of “settled

within six months”

2.2.4

EQC settlements should be enduring. Less than

10% of claims settled are reopened within six

months*

<10% 9%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%



Potential risk of not achieving target





0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%


Section 2 ‐ Canterbury

9%

1%

90%

Remaining Claims by Canterbury Claim Pathway

Dispute Resolution

Construction

Settlement

736 721 687 675 637439 520

394

642

335

770650 686 695

1,029

573

448538

615

402

0

200

400

600

800

1,000

1,200

Jul‐19 Aug‐19 Sep‐19 Oct‐19 Nov‐19 Dec‐19 Jan‐20 Feb‐20 Mar‐20 Apr‐20 May‐20 Jun‐20

Claim

Volumes

Inflow vs Resolved Claims

Inflow Resolved

2,230 2,301 2,302 2,282

1,740 1,697 1,7521,575 1,557 1,458

0

500

1,000

1,500

2,000

2,500


Claim

Volumes

Remaining Claims On Hand

Inflow refers to CMS4 claims reopened first time in CMS8, previously closed CMS8 claims that have been reopened again, and claims transferred back in from external consideration.

Of the 1,458 claims remaining on hand, 90% are being managed by Settlement teams, 9% are with Dispute Resolution, and 1% are in physical repair.

We recorded inflow of 335 reopened Canterbury event claims in April 2020 a reduction of 48% compared with March. There were 402 claim closures (on 387 distinct claims) during April 2020, a monthly decrease of 35%. The reduced inflow and resolution of claims were attributable to improved triaging of claims, together with impacts of the Covid‐19 lockdown on both inflow and resolution of claims.

We resolved 402 claims in April, offset by inflow of 335 reopened claims. Thirty two claims, open at 1 April, are now subject to an application for Government support for repair of on‐sold over‐cap properties and have been excluded from the total. This left 1,458 open claims on hand at month end, a reduction of 99 since the end of March.


Section 2 ‐ Canterbury (cont.)

542

259

207121 329

590

276

212124 355

0

200

400

600

800

< 3 months 3 ‐ 6 months 6 ‐ 9 months 9 ‐ 12 months > 12 months

Rem

aining Claim

Volume

Age of Remaining Open Claims

This Month Last Month

237.4 232.9 222.4 219.6 222.6194.2 183.8 180.1 183.2 182.3

43.0 44.8 40.9 39.4 34.8 34.5 34.0 32.5 27.0 25.2

0.0

50.0

100.0

150.0

200.0

250.0


FTE Volume

Canterbury Event Headcount FTE

Total Canterbury & Contact Centre (includes OIA) Support Areas

0

50

100

150

200

250

300

350

400

4504‐Oct

11‐Oct

18‐Oct

25‐Oct

1‐Nov

8‐Nov

15‐Nov

22‐Nov

29‐Nov

6‐Dec

13‐Dec

20‐Dec

27‐Dec

3‐Jan

10‐Jan

17‐Jan

24‐Jan

31‐Jan

7‐Feb

14‐Feb

21‐Feb

28‐Feb

6‐M

ar

13‐M

ar

20‐M

ar

27‐M

ar

3‐Apr

10‐Apr

17‐Apr

24‐Apr

Claim

s Closed Volume

Reporting Week Beginning (Fri ‐ Thu)

Claims Closed by Week

The Canterbury Event Headcount has stablised following a period of recent organisational changes. It is expected that headcount will remain stable in coming months.

Resolution of aged claims remains a key priority for our settlement teams. At 30 April, 329 claims have been open for more than 12 months, a decrease of 26 (7%) in comparison with March.

On average, we closed 106 claims per week during April, down from the 140 weekly average in March. There were a total of 402claim closures in April.



Assessment, 46.8%

Administrative, 3.3%

Defects, 25.7%

Settlement, 23.7%

Yet to be triaged, 0.5%

Open Canterbury Claims by Triaged Tier 2 Profile

277 263 255 241165 145 141 134 121 111

2012 10 8

54 3 3

3 3

5352 57 88

7872 72 61

2329

0

50

100

150

200

250

300

350

400


Claims in Dispute

Legal Proceedings ILV Land in Litigation Other Dispute Resolution claims

We have continued to make steady progress resolving disputed claims. At 30 April 2020, 111 Canterbury claims remain subject to legal proceedings compared with 121 in March. Our dispute resolution teams are currently managing 29 Canterbury claims up from 23 in March. In total, 143 open Canterbury claims remain in dispute at 30 April.

Our profile of remaining open claims includes claims that are:

Assessment related ‐ these claims encompass previously undetected damage to scoped repair elements, together with new damage identified on previously unscoped elements.

Settlement related ‐ these open claims most commonly relate to requests to review the settlement approach or to address additional costs associated with scoped repair elements.

Defect related ‐ these claims relate to issues with the quality of repairs undertaken.

Administrative related ‐ these claims encompass a range of scenarios, many of which relate to interactions with third parties (e.g. the insurer of the property, contractors involved in the repair) rather than with the customer.

EQC will initiate direct contact with the Applicant within 10 Business

days of receipt of the Application.100% 100%

A decision on the outcome of the Application will be conveyed to

the Applicant within one month of receiving all required

documentation and reports.

100% 100%

EQC will provide reporting to the Treasury as specified in Schedule 4

of the On‐Sold Canterbury Properties Services Agreement.Achieved Achieved

Applications for ex gratia payments will be assessed against the

criteria specified in the On‐Sold Canterbury Properties Services

Agreement and a decision on the outcome of the Application will be

conveyed to the Applicant within one month of receiving all

required documentation and reports.

100% 100%

StandardMeasure Result



0

148 144

64

91

69

49

10084 84

2

50

19

39

10

30 36148

292354

395445 455

545599

647

0

100

200

300

400

500

600

700

0

50

100

150

200


On Hand (Volume)

Received and Completed (Volume)

Progress of On‐Sold Over‐Cap Expressions of Interest (EOI)

New Applications Received Completed in Month Open/On Hand

We received 84 applications for government support to repair on‐sold over‐cap properties in April. This was offset by completion of the assessment of 36 applications leaving 647 open applications on hand at month end.

Performance results against measures defined in Schedule 3 of the On‐Sold Canterbury Properties Services Agreement are set out below.


Section 3 ‐ Other Natural Disaster Events (Excluding Canterbury/Kaikōura)

200174

118

62 4890

118 69

208

114 88 109 173 109 68 118 113 69

218

301310

201

140162 162

118

256

0

50

100

150

200

250

300

350

0

50

100

150

200

250

Aug‐19 Sep‐19 Oct‐19 Nov‐19 Dec‐19 Jan‐20 Feb‐20 Mar‐20 Apr‐20

Cumulative outstanding

(Volume)

Resolved

and inflow (Volume)

Progress of Earthquake Claims

EQ inflow EQ resolved EQ outstanding

4654 49

36

64

29

76

28 2850 29 42 42 42 31 62 63 41

74

99 106 102124 122

136

10289

0

50

100

150

0

20

40

60

80

Aug‐19 Sep‐19 Oct‐19 Nov‐19 Dec‐19 Jan‐20 Feb‐20 Mar‐20 Apr‐20 Cumulative outstanding (Volume)

Resolved

and inflow (Volume)

Progress of Landslip, Storm and Flood Claims (LSF)

LSF inflow LSF resolved LSF outstanding

0

100

200

300

400

May‐19

Jun‐19

Jul‐19

Aug‐19

Sep‐19

Oct‐19

Nov‐19

Dec‐19

Jan‐20

Feb‐20

Mar‐20

Apr‐20

Claim

s (Volume)

Open Earthquake Claims ‐ by Age

< 3 months 3 ‐ 6 months > 6 months

0

50

100

150

May‐19

Jun‐19

Jul‐19

Aug‐19

Sep‐19

Oct‐19

Nov‐19

Dec‐19

Jan‐20

Feb‐20

Mar‐20

Apr‐20

Claim

s (Volume)

Open LSF Claims ‐ by Age

< 3 months 3 ‐ 6 months > 6 months

This section provides details of claims that did not result from the Canterbury or Kaikōura earthquake events.

During the reporting period we recorded inflow of 236 new and reopened claims. Of these lodgements, 88% (208) were earthquake claims, while the balance related to landslip, storm and flood damage ('LSF'). We have received 125 claims in the Canterbury area resulting from a M4.3 Earthquake on 9 April. A M3.6 earthquake on 18 April resulted in an additional 24 claims. Both earthquakes were located in the Canterbury region.

Note: Inflow refers to claims lodged as well as reopened.

YTD AVG = 56%

YTD AVG = 53%

YTD AVG = 48% Target: > 45% Trend YTD AVG = 44% Target: > 40% Trend

YTD AVG = 75% Target: > 60% Trend YTD AVG = 75% Target: > 60% Trend


Section 4 ‐ Customer Satisfaction

Trend

Trend

37% 29% 29% 24% 28% 24% 24% 20% 20% 25%

23%21% 19% 18% 18%

12% 18% 17% 23% 20%

40% 49% 53% 58% 53% 64% 56% 62% 58% 55%

Jun‐19 Jul‐19 Aug‐19 Sep‐19 Oct‐19 Nov‐19 Dec‐19 Jan‐20 Feb‐20 Mar‐20

Service Quality ‐ All

Dissatisfied Neutral Satisfied

44%31% 35% 33% 35% 32% 28% 31% 21%

33%

25%

22% 21% 19% 23%14% 20% 22%

21%21%

31%46% 45% 47% 43%

54% 50% 46% 57%46%


Canterbury (SoPE 2.1.5)


48%35% 45% 35% 42% 32% 33% 31% 23%

37%

22%24%

17% 26% 20%20% 22% 17% 29%

14%

30% 41% 38% 39% 37% 49% 45% 53% 49% 49%


Canterbury (SoPE 2.1.7)


20%7% 10% 9% 11% 7% 15% 12% 9% 8%

20%

14% 12% 9% 10% 9%14% 18%

13% 11%

58%77% 75% 81% 77% 80%

69% 67% 74% 79%


Comparative Recent Experience (SoPE 2.1.6)


21% 13% 12% 8% 11% 10% 16% 14% 7% 5%

21%13% 11% 11% 12% 11%

13% 11%17%

7%

57%74% 76% 78% 74% 78% 69% 69% 76%

86%


Comparative Recent Experience (SoPE 2.1.8)


Canterbury customers ‐ In what was solid performance during March, a highlight of our performance was customer perceptions of how well ‘EQC make clear what next and when’. Our result this month was the highest on record.

Notes:

The top two graphs are an amalgamation for all events and are indicative only i.e. they are not SoPE measures. Due to the nature of this information it is presented a month in arrears.

Our performance in March has remained stable in relation to previous months on our key measures of ‘Service Quality’ and ensuring our customers are ‘Kept Well Informed’. Although the March result is lower than January, this is not statistically significant. The stability of our performance result is mainly among Canterbury claimants, with indications of a drop in overall satisfaction among Customer Care claims from January.

'Service Quality'

How satisfied were you with the overall quality of the service you received making the claim?

40% 31% 34% 24% 33% 23% 26% 21% 18% 26%

20%23% 20%

22%18%

16%22%

18% 28% 18%

41% 47% 47% 54% 49%60% 53% 61% 54% 55%


Kept Informed ‐ All


'Kept Informed'

How do you agree you were kept well informed throughout the claim process?

YTD AVG = 75% Target: > 80% Trend

YTD AVG = 75% Target: > 80% Trend

Nov‐19 Dec‐19 Jan‐20 Feb‐20 Mar‐20 Apr‐20 Trend

18:82 16:84 18:82 16:84 16:84 21:79

95% 99% 99% 99% 99% 98%

2% 1% 1% 1% 1% 2%

66 12 19 13 30 14

3,455 2,144 2,641 2,966 2,772 1,017

2,211 1796 2145 2192 2613 1549

Total Call, Email and Post Volume

Outbound ‐ Inbound Ratio

Grade of Service

Abandonment Rate

Roll Over No Answer

Total Calls

Total Email and Post


Section 4 ‐ Customer Satisfaction (cont.)

22% 19% 10% 7% 10% 7% 13% 8% 16% 11%

15% 18%16% 20% 7% 9%

14%9%

26%19%

63% 64%74% 74% 84% 85%

72%83%

58%69%


Natural Disaster Events Excluding Canterbury (SoPE 2.2.5)


17%2% 5% 7% 7% 8% 8% 9% 9%

11%

14%24% 17% 12% 9%

22% 17% 26% 25%

72%87%

74% 78% 82% 84%71% 75% 66% 66%


Natural Disaster Events Excluding Canterbury (SoPE 2.2.6)


Other Events Customers ‐ There is evidence to suggest this is a material downward shift in satisfaction. In addition to decreased satisfaction with our ‘Service Quality’, there is decreased satisfaction with our key touchpoints (lodgement, assessment, and settlement) as well as how the service compared to expectations. In contrast, satisfaction with the time to settle is steady, as are most more detailed indicators, so it is difficult to pinpoint where we can improve.

Customer Complaints ‐ this month we received nine complaints and resolved one leaving thirteen on hand at month end. Complaints most commonlyrelated to failed repairs. The process response for complaints of this nature involves reopening and review directly by our Contact Centre as a first port‐of‐call. Customers are generally happy when advised that the claim has been reopened for review and their Claims Manager will be in contact.

0 05

7

2 3 2 0 2

9

12

4 42 3

122 2

6

119

8 8

56

13

0

5

10

15


Customer Complaints

Received Resolved Open/On Hand

'Service Quality'

How satisfied were you with the overall quality of theservice you received making the claim?

'Kept Informed'

How do you agree you were kept well informed throughout the claim process?


Section 5 ‐ Media

15% 10% 5% 9%20%

8%

48%33% 45% 52%

88%

35%

24%

30%70%

23%

37%57% 50% 48%

12%

56%76%

50%

22%

77%

0%

50%

100%


Score (%)

Media Score ‐ Non Canterbury

Negative Balanced Positive

20%45% 40%

28%43%

31% 30%51% 57%10%

33% 40%

32%

40%

48%56%

40%

37% 29%70%

22% 20%

68%

32%9% 13%

30%12% 14%

0%

20%

40%

60%

80%

100%

Media Score ‐ Other Canterbury


Our traditional media coverage volume was slightly down on last month with 91 items compared with 103 items in March. Media coverage this month was dominated by the release of the public inquiry report into the Commission early in the month. The release generated a large volume of negative reporting, which has largely influenced a significant drop in our overall media impact score to ‐2.4 (vs. ‐0.3 for Mar‐20).

Following the release of the public inquiry report, outlets frequently highlighted chair Dame Silvia Cartwright's finding that the Commission had been 'poorly prepared' for the Canterbury earthquakes, and that it has left people with a 'deep mistrust of government'. The public inquiry report also outlined other findings highlighting operational under performance largely shaping April's leading message of operational inefficiency. Notably, however, media interest in the report appeared to be concentrated and short‐lived, with coverage subsiding swiftly in the following days.

Conversely, we received some positive research‐focused reporting late in the month that discussed the revelation that EQC‐funded research showed that academics had voiced concerns and published evidence of the 'severe' risks at Whakaari before the December 2019 eruption.

82%67% 77% 83%

12%

100%100%

14%6%

100%

33% 23%

3%

0%

20%

40%

60%

80%

100%

Media Score ‐ Canterbury/ Public Inquiry


Nil coverage

Nov‐19

10

12770

22

68

21 39 33 43 7

6039 38 25 34 34 34 10

6013

34

1 313

0 2 2 0 0

71

‐0.4 ‐0.5

0.2

1.20.8

1.1 1.00.6

‐0.3

‐2.4

‐4.0

‐3.0

‐2.0

‐1.0

0.0

1.0

2.0

0

40

80

120

160


Volume

Media Articles ‐ Volume by Media Impact

Other Canty Non‐Canty Canty Inquiry Media Impact Score

19 media articles this month involved EQC

Nil coverage

Feb‐20

Nil coverage

Mar‐20

6 6

2

5

34

2

4

2

4

0

2

4

6

8


Media statements

(volume)

Media Statements Released

38 proactive mediareleases FYTD

Section 5 ‐ Media (cont.)


Similar to traditional media, social media conversations were dominated by the release of the public inquiry report, driving a sharp rise in the volume of posts (to triple March’s total) and a notable drop in Media Impact Score to ‐1.7 (vs. ‐0.7 for Mar‐20). Traditional media reporting on the report’s release were frequently and widely circulated on social media (particularly reporting by stuff.co.nz). These posts were accompanied by strong criticism of quality of repairs and claims settlement, and questions about the EQC model and the legislation governing the Commission.While comparatively modest in volume, our #StayHomeNZ programme continued to generate positive education and research‐focused conversations throughout the month.

Driven by the release of the public inquiry report, the messaging landscape this month was dominated by 'demonstrates operational inefficiency'. The next leading message, though modest in comparison, was 'improves knowledge about NZ's natural hazards', which has featured consistently in leading messages in previous months.

Prominent figures in conversions regarding the public inquiry report were John Campbell and political commentator Neale Jones. Campbell's tweets regarding the Commission's lack of 'leadership, empathy and fairness' and Jone's criticism of how 'horrendously the Christchurch Rebuild was botched' were widely shared.

The Commission’s #StayHomeNZ programme continued to generate positive education and research‐focused conversations throughout the month. These promoted EQC's focus on improving knowledge about NZ’s natural hazards.

Understanding the Media Impact Score

The change in metric from 'Average Favourability' to 'Media Impact Score' (MIS) is based on ensuring that the methodology we employ more accurately reflects the way audiences consume media and engage with digital news and social media.

The new methodology combines content analysis (what the coverage says, the tone, topics, and messaging) withsalience (its importance/ influence, by taking into account the audience size and potential reach of each piece of coverage, our positioning and prominence within that coverage, and the level of engagement for social media) to assess impact.

Our score sits on a scale of ‐10 to 10, with 0 being the neutral or balanced point.

6 8

213

3 8 192440

0

50

100

150

200

Claims &Customer Service

Research Education Organisational &Administration

CanterburyEarthquake

Volume

Leading Themes this Month

Unfavourable Neutral Favourable

22

59

16 2413

2411

3816

226

13

3919 20 29

39

13 6

5131

20

50 52 43 34 41

16

86

38

68

‐0.3‐0.3

1.8

1.01.3

0.8 1.0 0.8 0.7

‐1.7

‐4.0

‐3.0

‐2.0

‐1.0

0.0

1.0

2.0

0

50

100

150

200

250


Volume

EQC on Social Media ‐ Volume by Media Impact

Unfavourable Neutral Favourable Media Impact Score


Section 6 ‐ Official Information Act (OIA) Requests

276 295 259 235 167 161 85 129 81 62

248215

265 265

284

11160

156 157103

174 254248 218

101

151176

149 73

32

0

50

100

150

200

250

300

350


OIA req

uests (volume)

Customer OIA Requests

Received Completed On hand

26 20 5 3 10 5 10 5 14 6

1721

21

45 8 4 7 7

12

18 17

3 2

74

108

15

9

0

5

10

15

20

25

30


OIA req

uests (volume)

Organisational OIA Requests

Received Completed On hand

This month, our Customer OIA Team received 62 new OIA requests (vs. 81 received in Mar‐20) while the team resolved 103 requests. As at the end of this month the team have 32 open requests on hand.

Our Government Relations Team received 6 new high level OIA requests (vs. 14 received in Mar‐20). Coupled with the 15 on hand from the end of last month and 12 requests resolved this month, the team have 9 open requests on hand.

99% 96% 93% 96% 96% 99% 98% 95% 94% 99%

100% 100% 95% 100% 100% 100% 100% 100% 100% 100%

0%

20%

40%

60%

80%

100%


Compliance rate (%)

OIA Compliance Rate

Customer OIAs Organisational OIAs

Target = 100%

Our Customer OIA Team achieved an improved compliance result of 99% this month while our Government Relations Team continues to maintain a 100% compliance level for organisational/ high level OIA requests.

This month there was a single instance of non‐compliance contributing to the improved compliance result of 99% for our Customer OIA Team.


Section 7 ‐ Privacy Breaches

Privacy Breaches

The three breaches this month relate to 'incorrect email address used' (2) and 'wrong email or letter content' (1). The

reported breaches were contained and no harm appears to have arisen as a result.

3 5 7 4 5 5 3 2 1 3

1

0

1

2

3

4

5

6

7

8


Breaches (volume)

Privacy Breaches

Low Med High Critical

Low

•Non‐sensitive information disclosure;

•Single person affected

•No harm arising

•Contained and resolved

•Non‐sensitive information disclosure

•Single or few (less than 10) individuals affected

•Harm unlikely

•Not contained, or contained and possible complaint

Medium

•Sensitive information disclosure

•Multiple person repeat or continued failure

•Harm caused or likely to be caused to individuals

•Not contained

High

•Sensitive information disclosure

•Systems integrity compromised

•Disclosure of large amount of personal information

•Harm caused to individual/s

•Significant media or reputational damage likely

•Not contained and/or unresolved

Critical

Three privacy breaches, all classified as low severity, were recorded by the Risk and Compliance Team this month. All incidents were assessed against EQC’s guidelines, have been contained, and no harm appears to have arisen as a result.

Severity Scale


Section 8 ‐ HR Operations

Average annual leave balances have continued to rise on the back of the Covid‐19 Level: 4 and 3 conditions with employees cancelling future annual leave. Similarly, average sick leave usage continues its downward movement to 4.0 days (vs. 4.9 for Mar‐20). Both averages remain below their respective Public Sector averages of 15 days and 7.8 days.Regular reporting of leave balances is provided to our managers to encourage our people to take annual leave regularly for wellbeing purposes.

As reported above our workforce headcount has increased slightly due to onboarding for critical roles and employees due to leave our organisation in April having their contracts extended until the Alert Level: 3 rating is lowered.

Note: The reported headcount differs from Financial reporting, where consultants/ outsourced service providers may be engaged to fill vacant budgeted positions.

11.2 11.5 11.7 10.113.9

9.3 8.7 9.6 11.0 12.7

5.9 6.2 6.3 6.4 6.2

5.3 5.35.9

4.94.0

0.0

2.0

4.0

6.0

8.0

0.0

4.0

8.0

12.0

16.0

20.0

Jul‐19 Aug‐19 Sep‐19 Oct‐19 Nov‐19 Dec‐19 Jan‐20 Feb‐20Mar‐20 Apr‐20May‐20 Jun‐20

Sick leave (days)

Annual leave (days)

Annual and Sick Leave

Annual leave balance (days) Average sick leave usage (per employee)

During the reporting period our workforce headcount increased slightly, due to onboarding for critical roles coupled with the fact that employees who were due to leave our organisation in April had their contracts extended until the Alert Level: 3 rating is lowered. Our average annual leave balance continues to increase (12.7 days vs. 11.0 days for Mar‐20), while our average sick leave usage continues to decrease (4.0 days vs. 4.9 days for Mar‐20). Both averages compare favourably to their corresponding Public Sector Averages. Annualised turnover ('voluntary turnover') continued its downward movement to 21.8% (vs. 22.1% for Mar‐20). The movements reported this month are influenced by the advent of Covid‐19.

Based on statistics from the State Services Commission, we have a moderate rate of voluntary turnover compared to other Public Sector departments ('agencies') experiencing high volumes of change. In 2019, agencies with a similar volume of change profile reported annual turnover ranging from 19% to 51% with an average voluntary turnover of 25.5%. In comparison our voluntary turnover rate is 22.1%.

HR Ops at a glance ‐ EQC's performance against Public Service Sector Averages

Our Workforce Profile

Male54.0%

Female46.0%

Gender

CAN57.0%

BAU 43.0%

EventFocus

WLG28.0%

CHC72.0%

Location

18‐2910.0%

30‐3936.4%

40‐4925.9%

50‐5919.7%

60‐697.9%

Age

European78.6%

Māori4.7%

Asian8.1%

Pacific4.3%

Undisclosed4.3%

Ethnicity

12.7

0.0 4.0 8.0 12.0 16.0

Annual leave balance (days)

4.0

0.0 2.0 4.0 6.0 8.0 10.0

Sick leave usage (days)

21.8%

0% 5% 10% 15% 20% 25% 30%

Annualised Turnover (%)Sector AVG

11.8%Sector AVG7.8 days

Sector AVG15 days

vs.Sector AVG

vs.Profile AVG

Change Profile AVG25.5%

326 318 311 294 288246 246 234 228 233

11 13 20 21 1917 28 19 23 23

58 60 64 63 6356 55

52 50 50

2,455 2,463 2,457 2,418

1,8401,697 1,752

1,575 1,557 1,458

0

500

1,000

1,500

2,000

2,500

3,000

0

100

200

300

400

500

600

Jul‐19 Aug‐19 Sep‐19 Oct‐19 Nov‐19 Dec‐19 Jan‐20 Feb‐20 Mar‐20 Apr‐20 May‐20

Canterbury Claim

Population

Number of staff (Volume)

Headcount & Canterbury Claim Population Movement

Permanent Fixed Term & TempContractors Canterbury Claim Population

How to use this dashboard · Output Two ‐ Event Response Output 2.1 ‐ Settlement of Canterbury...

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