Case study: NSW Treasury

Situation: In November 2009, the NSW Government announced it would be the sole home owners warranty underwriter from 1 October 2010. This project had extremely tight deadlines, with Reputation being engaged by NSW Treasury in April 2010 as the communications advisor for the introduction of the new scheme on 1 July, to go live by 1 October and to write the communication material to be distributed to different stakeholder groups.

Insights: Reputation conducted a stakeholder consultation session with relevant industry associations, government and insurance industry representatives. We then developed a communication strategy, media plan, issues and crisis strategy and a detailed implementation roadmap so that all the required tools for communicating the changes are developed in a timely and cost efficient manner.

The main tools developed for this communications strategy included new a home warranty insurance website, FAQ’s, letters to brokers and builders, media releases, editorials in industry publications, email newsletters and alerts and the numerous forms required for compliance. Reputation was responsible for writing and delivering all of these materials to stakeholders.

The main objective of the communications strategy is to provide information that educates consumers and the industry, and in particular builders about the changes, and what (if any) action they are required to take once 1 October arrives.

The overarching theme is to ensure the transition to the government as the insurer goes smoothly and builders are able to keep building houses.

Outcome: While this project is still current, Reputation has been able to work with very tight deadlines and deliver the various communications pieces required.