icare to Launch Enhanced Case Management Platform for Dust Diseases Care
icare will implement a significant upgrade to its DDC case management platform on 20 August, modernising the tools used by our people to deliver outstanding customer service.
The modernised platform has been customised for Dust Diseases Care (DDC) to enable a more responsive experience for workers and families and service providers, improve operational efficiency, and enhance data security.
“This transformation represents a major step forward for the scheme,” said Karina Davies, General Manager, Dust Diseases Care. “It will streamline processes, improve risk and compliance oversight, and allow our teams to dedicate more time to delivering high-quality support to impacted workers and their families.”
Key system enhancements
From 20 August, stakeholders will experience several improvements designed to simplify and strengthen their interactions with Dust Diseases Care:
- New claim reference numbers to facilitate faster enquiry resolution
- Automated Service Approval letters to expedite access to support services
- Inbound email triage to enable more efficient and accurate responses
- Secure document transmission via encrypted links for added data protection
- Clearer payment descriptions on bank statements for ease of reconciliation
These changes are intended to reduce administrative burden, increase transparency, and support timely, person-centred service delivery.
“The new system reflects our ongoing commitment to continuous improvement,” Ms Davies added. “We are confident it will deliver meaningful benefits to our customers and stakeholders across the ecosystem.”
Transition arrangements
To enable the upgrade, some systems will experience temporary downtime in the lead-up to the go-live date. Impacted users are being notified in advance by letter and in conversations with case owners. Notices will also appear on the icare website and application portal where appropriate.
icare appreciates the cooperation and understanding of all stakeholders while we make the most significant system enhancement to the scheme in decades. We look forward to delivering a more streamlined and secure experience through the enhanced Dust Diseases Care platform.
