The Department of Internal Affairs

The Department of Internal Affairs

Te Tari Taiwhenua

Building a safe, prosperous and respected nation


Measuring Agency Results

New Zealanders are at the heart of Result 10 and a key way to measure our progress is via the positive impact Result 10 is having on customers.

A key part of helping New Zealanders complete their transactions with government easily in a digital environment is to plot the progress of the agencies involved in Result 10. This page provides a quarterly update of the “basket” of New Zealanders’ most common transactions that are suitable for transition to the digital environment.   

Latest results: July 2012 - December 2014 (last nine quarters) .xlsx (12.5kb)**

**This file is in Microsoft Excel 2010 (.xlsx) format. If you do not have access to Excel 2010 you may use the Excel file viewer to view, print and export the contents of this file.

By 2017 an average of 70 per cent of New Zealanders’ most common transactions with government will be completed in a digital environment.

Quarterly Measures - for October-December 2014



 Apr-Jun 2014

 Jul-Sep 2014

 Oct-Dec 2014

NZ Customs Service

SmartGate departures and arrivals




Department of Internal Affairs

Renew adult passport (1)




Ministry of Business Innovation & Employment

(Immigration New Zealand)

Apply for visa




Department of Conservation

Book Department of Conservation asset




New Zealand Police

Pay for fine on time




New Zealand Transport Agency

Pay for Vehicle Licence




Inland Revenue


Apply for an IRD Number


 0.0 %


File an Individual Tax Return




Pay Individual Tax




Ministry of Social Development

Apply for Financial Assistance








(1) The figures shown for Renew Adult Passport are an estimate only.

The Result 10 measure gauges the overall transition of government transactions to the digital environment by measuring the progress of ten indicator transactions across eight agencies. These are regular, high-volume transactional services expected to have consistent levels of demand over the five year period. Information is collected quarterly from Department of Internal Affairs (DIA), New Zealand Police, New Zealand Customs Service, Inland Revenue (IR), Ministry of Social Development (MSD), Department of Conservation (DOC), Ministry of Business, Innovation and Employment (MBIE) (Immigration) and New Zealand Transport Agency (NZTA).

Note: ‘Apply for IRD Number’ currently shows zero percentage digital uptake. This service is not currently available online. Inland Revenue is working with other agencies on a secure combined approach to online authentication and verification issues (including the confidentiality of IRD numbers).

The October to December 2014 figures are the second quarter results in the third year of measuring progress towards Result 10 target measurement.
This quarter an average of 46.3% of New Zealanders chose to transact with government digitally. This is:

  • 3.5 percentage points above the October-December 2013 quarter
  • 5.8 percentage points above the July-September 2014 quarter

Some highlights from this quarter include: 

  • Book Department of Conservation asset: Overall visitors to the DOC website (link to have continued to grow over the past year, increasing from 7.4 million in 2013 to 9.1 million in 2014 – an increase of 24%. This continues a trend of similar growth over the past few years. DOC is currently working on a refresh to further improve this site, which is due to launch in early 2015.
  • Online Passport Renewal Service (Department of Internal Affairs): Online passport renewals continued to generate great feedback over the busy holiday period like:
    “Hi just wanted to say that the service from the passport office had been fantastic. I was in a bit of a panic with some last minute business travel and an expired passport just before Christmas, but rang your helpdesk and was reassured that it would be done in time. I submitted the application online at 5 pm on 23 December, and my new passport was completed by 2pm on the 24th.  Less than one working day! Thanks so much for the great service.”
  • Smartgate arrivals and depatures (New Zealand Customs Service): During this period SmartGate was also enabled for eligible Canadian passport holders. This change was formally announced by the Minister of Customs on 10 December.