The Accident Compensation Corporation's new policy and levy system went live this month, six months late and after a $26.4 million in "contingency" investment.
Juno, which manages policy information, levy payments and invoicing, is part of ACC's $456 million "Shaping our Future" transformation plan.
The offering went live on 5 March, replacing a 15-year-old system which the ACC said was limiting its ability to make customer service improvements.
"Our original aim was to launch in October 2017 but as we got our teeth into the project it became clear that the complexity of transferring decades of customer data from our old systems would require more time," a spokesperson said.
"Our focus has always been on improving our customers’ experience by delivering a high-quality new service. That ambition has always been our priority ahead of meeting our hoped-for launch date."
ACC’s board approved a budget of $59.8 million, with additional contingencies available, on 1 April 2016. Following the decision to move the target go-live date, a draw-down of $26.4 million was made from the contingency budget.
Juno is not the only ACC transformation ICT project requiring additional spending.
Analytics 2.0, to improve analytics and reporting, was initially budgeted at $11.3 million but is now expected to cost $18.2 million, according to ACC's annual review by Parliament.
ACC said that by moving to a single platform that will deliver operational information, Analytics 2.0 will "improve efficiency and provide the corporation with better insights, and a deeper understanding of the drivers of change in the scheme’s performance".
"Our transformation programme is a large and complex project, and as it has gathered pace we have identified additional opportunities to leverage our future analytics platform for greater value," the corporation added.
"This increased scope has added greater complexity, and contributed to the increased estimate of delivery costs and timeframe."
ACC's transformation, including Juno and Analytics 2.0, is being monitored by Treasury as part of its Major Projects Monitoring regime.
In its most recent interim report, from last April, confidence in the project was downgraded from amber/green to amber in Treasury's three-colour scale of green to red.
Juno provides the levy-related information that business customers can access directly through a new online self-service tool, MyAcc for Business.
"Together, the new systems make it easier for them to register with ACC; manage their accounts, and view and pay invoices online," ACC told Reseller News. "Importantly, our business customers can access levy account information 24/7 from any mobile device."
ACC said Juno will it to resolve more customer enquiries at first contact and provides the capability to keep "tweaking and improving" services as customers’ needs change.
"We’ve already made other changes to make it easier for business customers to deal with us, including simplified levy invoices that are easier to understand; extending the hours that our contact centre operates, and a new easy-to-use website that provides information updates for customers," ACC added.
The software for Juno was provided by Guidewire, which ACC said is recognised as "the best of its type and is used by 200 insurance companies around the world". Tenzing provided implementation and support services.