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 - September 2014 (last eight 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 July-September 2014



Jan-Mar 2014 

 Apr-Jun 2014

 Jul-Sep 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 July to September 2014 figures are the first quarter results in the third year of measuring progress towards Result 10 target measurement.
This quarter an average of 40.5% of New Zealanders chose to transact with government digitally. This is:

  • 2.5 percentage points above the July-September 2013 quarter
  • 1.2 percentage points above the April-June 2014 quarter

The July to September 2014 figures are for the first quarter of the third year of measuring progress towards Result 10 Target Measurement.  

Some highlights from this quarter include: 

  • Smartgate arrivals and departures (New Zealand Customs Service): The annual international passenger survey run by Customs shows a statistically significant difference in satisfaction between SmartGate passengers and those who are processed manually: 92% overall satisfaction for the first group compared to 87% for the latter. Several people commented on how New Zealand’s immigration process is relatively smooth compared to other countries.
  • Apply for financial assistance (MSD): In August a direct link to the Careers New Zealand CV Builder was added to the Self Service Kiosk homepage. This tool makes it easier for clients who don’t have personal access to the internet to:
    • create and maintain a  CV in a personal online account
    • send their CV via a built-in email facility to apply for jobs
    • meet their obligations to have an up-to-date CV.

Since adding the direct link to the CV Builder tool, traffic from the kiosks to the Careers NZ website has increased by over 50%.