applying behavioural insights to return to...
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Applying Behavioural Insights to return to work
Dr Rory Gallagher
Managing Director, BIT Australia Asia-Pacific
What I will cover this morning
Where next? Q&AHow? What?
Lets start with a quick game
Take a moment to write the words down that you can remember
Do you remember?
Did you remember sleep?
% of people who falsely remember
Source: Roediger, H. & McDermott, K., (1995), Creating False Memories: Remembering Words Not Presented in Lists, Journal of Experimental Psychology: Learning, Memory, and Cognition, Vol. 21, No. 4, pp. 803-814.
Danziger et al. 2010
The power of context on cognition
Behavioural insights draws on research into behavioural economics and psychology to influence choices
Knowing how humans really behave can help design and implement better policies and services
What are behavioural insights?
Fast thinking/Automatic intuitive, effortless
Taking your daily commute
Slow thinking/Reflective deliberate, analytic
Planning a trip overseas
It turns out that the environmental effects on behavior are a lot stronger than most people expect
We need to think differently about behaviour
Choice architecture: Helping people make better choices by designing the environment
The EAST framework
Use defaults Simplify Remove friction costs
Imperial College collaborated with us to simplify hospital prescription charts
Difference in prescribing errors between existing and improved charts
Doses entered correctly Prescriber's contact numberentered
Frequency of medicationentered correctly
Existing chart Improved chart
Before auto-enrolment After auto-enrolment
3. Increasing the number of people with a workplace pension
22 percentage point increase
32 percentage point increase
What does this mean in people terms?
5.4 million people automatically enrolled so far
once fully rolled out:8-9 million people
11 billion additional savings
Insurers are starting to use BI
How far can the patient
walk without difficulty?
How far can the patient
walk without difficulty?
a) From the couch to
the TV (2m)
b) From their room
to the end of the
c) To the end of their
Attract attention Personalise Rewards & incentives
NSW Enforcement Order Trial
Current Trial intervention
Paid by due date
8,800 fewer licenses cancelled
BIT case stdy
Control + Claimant Name + Advisor Name + Reciprocity
Proportion of people who turned up
Social norms Networks Reciprocity
Nine out of ten people pay their tax on time.
More specific norms are more effective
33.6% 35.1% 35.9% 37.2%39.0%
Control (8,558) UK Norm (8,300) Local Norm(8,403)
Local + DebtNorm (8,643)
In December 2014, a campaign was launched.
Treating your infection leaflet
Briefing sheet for GPs and practice manager
versus feedback letter to GPs
September (pre)October November December January February March April (post)
Timely reminders Framing Commitment
Two different conversations between a parent and child
What homework do you have this
Not much, couple of small things. Usual
Conversation 1 (no text condition) Conversation 2 (text condition)
So you have a Maths test on Friday. How
much revision will you need to
The impact of pre-informing parents about upcoming tests
Improved grades by an equivalent of
1 month of schooling on average and
an equivalent of 2 months for bottom
Both pupils and parents liked it and
said they would like to keep receiving
How can we encourage people to get back to work faster?
NSW Dept of Premier & Cabinet
SICorp & Treasury Management Fund
NSW Dept of Education & Communities
Allianz+ ++Purpose: Review existing claims practices, with particular focus on the first 30 days to identify opportunities for improvement
Objective: Apply BI techniques to improve practices and processes that ultimately result in faster RTW for workers
Scope: The trial ran from Aug 13 to Jun 14, covering more than 2100 claims, mostly in Sydney Region
SOCIALSharing recovery plan with all stakeholders
TIMELYRecovery supported from
point of notification
Personalisation, Joint Support
We streamlined communication for the worker
We made it clear who the worker needs to contact and why:
discuss how we can work together to achieve the best outcome for you.
Please email or call for support and information at any time.
We look forward to working with you to support your return to work and health.
New Return to Work Plan
Focuses the worker on returning to work > managing their injury Gets the worker to commit to actions to aid their recovery Removes unnecessary information and process
School staff returned to full capacity significantly faster over 90 days
1 4 7 10 13 16 19 22 25 28 31 34 37 40 43 46 49 52 55 58 61 64 67 70 73 76 79 82 85 88
Days to Return to Full Capacity
I'm noticing from my conversations with injured workers that they actually give us some great information that we can use as goals and actions without even asking for them, we just need to listen more.
The new process has really opened my mind and ears up to what these workers say and how we can work with them
The intervention group got back to work 27% faster than the control group within a 90-day period.
Surveys also indicated improved customer and case manager satisfaction.
Roll out of the trial would make the annual claim costs fall by $6m - 10m.
Part of collaborative and empirical project methodology
Thank you Any questions?