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. Find out how Result 10 is helping make a difference to New Zealanders' lives: What has happened for New Zealanders
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.
Quarterly Measures - for October-December 2012
(published March 2013)
Agency |
Uptake |
|---|---|
NZ Customs Service
|
40.6% |
Department of Internal Affairs
|
12.5% |
Ministry of Business Innovation & Employment(Immigration New Zealand)
|
6.9% |
Department of Conservation
|
48.1% |
New Zealand Police
|
33.9% |
New Zealand Transport Agency
|
18.6 % |
Inland Revenue
|
0.0 % |
|
87.4 % |
|
81.2% |
Ministry of Social Development
|
56.7% |
TOTAL PERCENTAGE |
38.6 % |
What the Data Tells Us
The Result 10 measure gauges the overall transition of government transactions to the digital environment by measuring the progress of 10 ‘indicator’ transactions across eight agencies. These are regular, high-volume transactional services expected to have consistent levels of demand over the five year period. The information is being collected quarterly from DIA, Police, Customs, IRD, MSD, DOC, MBIE (Immigration) and NZTA.
Positive progress has been made by the eight agencies participating in Result 10 particularly with Internal Affairs’ online renewal of adult passports. Introduced in November 2012, the
Department launched the new online passport renewal service. Although this reporting period only captures a snapshot of the first eight weeks of service, during this period approximately 13 per cent of adults receiving a renewed passport applied using the new online service.
The quarter’s result also reflects seasonal fluctuations. These include:
More bookings in the months leading up to summer for a DOC asset such as popular campsites and the Great Walks. These assets are better used in summer and some of them are only bookable online, so online bookings increased in the lead up to, and during, the busy summer season.
Visa applications received electronically are more sensitive to quarterly fluctuations. This is because electronic applications are limited to a few visa types (eg student visas that peak before university or school terms). These visa types represent only a small percentage of the total number of applications received, and any variance appears greater.
Note that ‘Apply for IRD Number’ shows a 0% digital uptake as this service is not currently available online, pending resolving authentication and verification issues (including the confidentiality of IRD numbers). Inland Revenue is working with other agencies on a secure combined approach to online authentication.
New Zealand Customs Service
What is the transaction?
SmartGate – Arriving and Departing Passengers
What is the digital uptake of the service?
40.6%
How is it being implemented?
SmartGate is an automated passenger clearance system that is available to eligible Australian and New Zealand passport holders arriving at, and leaving, major international airports in New Zealand and arriving at Australia’s eight international airports.
SmartGate is a response to the Government’s wish to provide a better, smoother experience for travellers and is seen as helping make processing international travellers at the border more effective and efficient.
Recent Progress
SmartGate automated passenger processing system is now well established at New Zealand’s three main airports.
The number of arriving and departing passengers choosing to use SmartGate in 2011/12 continued to grow – from approximately 30,000 passengers a week at the beginning of the period to over 50,000 a week in the second six months of the calendar year.
In December 2012, 117,000 passengers used SmartGate on arriving in New Zealand.
Future Plans
Testing and implementation of enhancements and technical upgrades to the system that will provide increased coverage and new innovations. There will also be focus on continuous improvement in terms of passenger experience and uptake, organisational efficiency and risk management. Promotion of SmartGate will be maintained as the number of passengers with an electronic passport increases.
Link for further information
Department of Internal Affairs
What is the transaction?
Renew Adult Passport
What is the digital uptake of the service?
12.5%
How is it being implemented?
The Department of Internal Affairs is currently developing new systems and processes to issue passports as part of its Passport Redevelopment Programme. This programme has been running over a number of years with the aim of improving passport security and providing better service to the public in a more cost effective manner.
During this quarter, the Department introduced a service allowing most New Zealand adults to renew their passports online.
Recent Progress
In November 2012, the Department launched the new online passport renewal service which enables the majority of adult New Zealanders who have previously been issued with a passport to apply for their new passport online. The fee for the new service is lower than that for paper-based applications.
The reporting period – to the end of December 2012 – only captures a snapshot of the first eight weeks of the new service. In this period, approximately 13% of adults receiving a renewed passport had applied using the new online service.
Future plans
In the next few months, the Department will continue to promote the service and refine its operation.
Link for further information
http://www.passports.govt.nz/Adult-passport-renewal---form
Ministry of Business, Innovation and Employment – Immigration New Zealand
What is the transaction?
Apply for visa – includes all applications for temporary entry class visas and residence visas but excludes refugee and protection category visas.
What is the digital uptake of the service?
6.9%
How is it being implemented?
Immigration New Zealand (INZ) plans to achieve the target through the successful implementation of the Immigration Global Management System (IGMS) Project. IGMS will implement a modern, fit-for-purpose immigration system that utilises online technology to its fullest. Customers will be able to apply online, upload documents, communicate with INZ and get a one-stop-shop access to immigration services. For INZ, it means a better way of working that is streamlined, efficient and responsive to customers’ needs and government priorities. For employers, education providers and other immigration partners, it means faster and cost-effective processing.
Progressively from 2013, IGMS will begin the rollout of the new system and 70 per cent of visa applications will be managed online by 2017.
Recent progress
The “percentage digital” has decreased from 11.1% to 6.9% during this quarter, due to the seasonal nature of online visa applications.
Visa applications received electronically are sensitive to quarterly fluctuations. This is because electronic applications are limited to a few visa types (eg student visas that peak before university or school terms). These visa types represent only a small percentage of the total number of applications received and any variance appears greater.
Future plans
The Department’s range of online products is going to increase during the last quarter of 2013. The new online products, visa applications for Student and Temporary Work, are expected to increase the overall digital uptake progressively from the first quarter of 2014.
Link for further information
http://www.immigration.govt.nz/
Department of Conservation
What is the transaction?
Book Department of Conservation Asset. Includes all individual bookings for Department of Conservation assets, such as huts, Great Walks, campsites and permits.
What is the digital uptake of the service?
48.1%
How is it being implemented?
An eServices strategy was approved in May 2012 and a business case for the eServices programme was approved in July 2012. A programme team has been formed and work is underway.
The programme is initially planned to be three years. Each year projects are decided. This year the projects underway that relate to bookable recreational assets are:
Book and pay for facilities and experiences online
Book and pay for Tongariro-Taupo fishing licences online.
Existing recreational services include National Visitor Booking and Online Hunting permits. DOC has a national emphasis on advocating the availability of the tool which drives uptake, this is already high.
Uptake targets are included in DOC’s Commercial Strategy.
Recent Progress
The project to upgrade DOC’s online booking system is underway. This is part of a wider programme of work to move a number of DOC services online and improve the user experience for existing online services.
Some DOC assets are only bookable online such as popular campsites and the Great Walks. These are better used in the summer months. This meant digital uptake was considerably higher in the quarter leading up to summer compared to the previous quarter.
Future Plans
A vendor for the new booking system will be selected and project implementation is expected to get underway.
Marketing activity will continue to promote DOC assets that can be booked online. DOC is promoting use of Great Walks through a partnership campaign with Air New Zealand. A review of DOC’s Great Walks website content and layout is planned, to ensure Great Walks are easy to find and book on the DOC website. DOC campsites are also being promoted through summer camping marketing and PR activity; this will continue through to autumn.
Link for further information
http://www.doc.govt.nz/parks-and-recreation/places-to-stay/backcountry-huts-by-region/
New Zealand Police
What is the transaction?
Pay for Fine – all infringements that are paid on time directly to the Police. This excludes all infringements that are forwarded to the Ministry of Justice for collection.
What is the digital uptake of the service?
33.9%
How is it being implemented?
Credit Card Payments can be made directly through the Police web site via https://www.paymentsonline.co.nz/OnlinePaymentServlet?cd_community=NZPolice&cd_currency=NZD&cd_supplier_business=NZPolice.
Details of how to pay via internet banking services are provided on the infringements web page. All infringement and subsequent reminder notices advise that the payments can be made electronically via the Police website.
Recent Progress
The uptake in using the digital channel has increased by 2.69% during the quarter.
Future plans
The electronically produced infringement notices are being upgraded to specify that the fine can be paid through Internet Banking.
Link for further information
https://www.police.govt.nz/service/road/infringements.html
New Zealand Transport Agency
What is the transaction?
Pay for Vehicle Licence
What is the digital uptake of the service?
18.6%
How is it being implemented?
The increase in the percentage of people paying for their vehicle licence online is predominantly driven through better publicity of that option. This is achieved through phone and mail channels. A steady improvement in the quality of the electronic channel from customer feedback is also improving uptake.
Recent progress
NZTA has continued publicity of the online option via mail and phone channels.
Future plans
NZTA has a few initiatives to lift the online uptake, including being part of the NZ Post UPost pilot, advertising banners on the govt website and addressing customer pain points for the online channel.
Link for further information
https://transact.nzta.govt.nz/transactions/RenewVehicleLicence/entry.aspx
Inland Revenue Department
What is the transaction?
Pay individual tax
What is the digital uptake of the service?
81.2 %
How is it being implemented?
Inland Revenue is continuing to improve ways for customers to pay individual tax electronically, and to remove any barriers to paying online. This includes:
- giving customers options to pay via online banking and by debit and credit cards.
- providing clearer information and secure personal access through IR’s website.
Recent Progress
- Online payments of individual tax continued to grow, with 78,095 more electronic tax payments made in July-December 2012 than in the previous July to December.
- Use of Inland Revenue’s secure online services, MyIR, increased, with a 1.38 million customer base by December 2012.
- Planning to align cheque and electronic payment processes has started, so there is no added benefit for customers who pay by cheque.
- Online and direct mail marketing campaigns encouraged use of online payment channels.
Future plans
- Continue process of aligning cheque payments with electronic standards to encourage further electronic payments.
- Targeted text message campaign to customers in February 2013, re February due date payments.
- Continued promotion of Inland Revenue’s mobile web application, Voice ID and secure online services.
- Inland Revenue is testing a new ‘eAlerts’ system that can contact customers electronically about tax payments and confirm use of online services. While this is initially for eGST (business) customers, eAlerts are expected to extend to individual customers in future.
What is the transaction?
File individual tax return
What is the digital uptake of the service?
87.4%
How is it being implemented?
Inland Revenue uses a range of activities to promote online filing and help customers file tax returns electronically. These include:
- improving secure online services to make them as easy as possible to use.
- highlighting online services on the IR website and through IR publications, paid advertising and text messages.
- community-based staff and partner organisations demonstrating online filing to customers and working with tax agents to encourage online filing of individual returns.
- contact centre staff advising callers about the benefits of online filing and how to access it.
Recent Progress
- Numbers of individual tax returns filed electronically continue to increase. The percentage filed online is already 78.2%, while the total for the whole of last year was 74.8%. IR has continued to promote uptake of online filing to customers through contact centres, through community-based staff demonstrating applications and online filing, and through other targeted communication.
- Text messages about filing dates due were sent to targeted customers with outstanding balances.
- The launch and marketing of eGST services for business customers has increased individuals’ use of online services, as many GST customers are also individuals who realise they can access both business and personal tax services online.
Future plans
- Inland Revenue will continue online and marketing campaigns, direct email and text alerts to increase electronic filing of individual tax returns.
- Inland Revenue will continue to improve registration processes for the MyIR secure online site and staff will continue to demonstrate the advantages of online services and work with tax agents to promote e-filing among agents’ clients.
What is the transaction?
Apply for an IRD number
What is the digital uptake of the service?
0%
How is it being implemented?
Inland Revenue has an overall transformation programme to update its business systems and processes, and support Result 10. As part of this, IR will examine options for applying for IRD numbers digitally.
This is a significant stretch target – currently individuals cannot apply online for an IR number (although companies can receive an IR number online via the Companies Office). Ensuring the identity of the applicant and the confidentiality of IR numbers makes transitioning to a secure online application process for individuals challenging; verification issues need to be resolved before a secure online application process can be designed and implemented.
Inland Revenue’s preferred approach is to work with other government departments that currently manage processes to establish and authenticate personal identities.
Recent progress
- Inland Revenue and DIA are continuing discussions about potential options to enable a secure, combined approach to authentication. Both departments are considering options presented by Inland Revenue’s transformation initiatives, and assessing whether any policy changes would be required.
- IR and DIA are progressing plans to enable people to apply for an IR number as they register a child’s birth. The departments have also exchanged some births information to support Child Support reforms by providing IRD numbers for eligible children.
- Inland Revenue is planning to start discussions with the Ministry of Business, Innovation and Employment (Immigration) on potential shared authentication processes for new arrivals.
Future plans
- IR, DIA and MBIE will continue discussions to test potential options and scope the work required.
Link for further information
Ministry of Social Development
What is the transaction?
Apply for Financial Assistance (for example, benefits)
What is the digital uptake of the service?
56.7%
How is it being implemented?
Apply for financial assistance (for example, benefits) through Work and Income, StudyLink and Senior Services.
For Work and Income, this includes customers being able to check their eligibility for financial assistance online and submit an online application, finding a job and declaring their income. For StudyLink, this includes an online eligibility tool for students and other tools to help students understand and calculate their cost of living, their possible rate of Student Allowance and IR Student Loan repayments. For Senior Services, this includes an interactive online application form, a SuperGold card online directory of concessions and discounts and a question tool.
Recent Progress
MSD-wide initiatives
- Investment has been made to improve the security of online information.
- Approach was confirmed for automating business processes to support straight-through processing.
- A business case was approved to establish self-service work stations in frontline sites.
Work and Income
- A new ‘end of school year’ online form was added to the website from October to December to enable clients to provide information about 16 to 18-year-old children's plans for school in the next school year.
- Enhancements to ‘check what you might get’ were made to include information about pre-benefit activities.
- A new video to explain pre-benefit activities was added to the website.
- Work to add new services to My account continued.
- High-level discussion initiated with the Department of Internal Affairs on the text cost of igovt second-factor authentication, identified as a barrier to future development of online services.
StudyLink
- Email campaign in November encouraged students to apply immediately and apply online for 2013 student support and promoting the igovt service.
- Development of business case for mobile application commenced.
- Over 170,000 igovt logins created as at 31 December.
Senior Services
- Development of new web forms and ‘ask a question’ tool functionality continued. The software development was completed in December.
- The online SuperGold business directory’s enhanced search/production functionality successfully tested.
Future plans
MSD-wide initiatives
- Continue work to establish self-service work stations in frontline sites.
- Continue to invest in improving the security of online information.
- Confirm solution and deployment plan for straight-through processing.
Work and Income
- Continue work to add new services to My account.
- Based on agreement of igovt costs, approve business case to move to igovt.
StudyLink
- Email campaign to existing clients in early January promoting the igovt logon and encouraging them to apply promptly for 2013 student support.
- Continue to promote our online channels through social media.
- Progress projects to enhance online FAQs and email responses.
- Refine website to make transition between sections more intuitive.
- Mobile application business case to be finalised.
Senior Services
- Carry out testing of the new web form and ‘ask a question’ tool functionality. Implement the solution following successful testing.
- Complete user testing of the SuperGold website’s enhanced search and directory production functionality prior to implementation in February.
- Send an email newsletter to our clients before the end of March, advising them of the increased rates of New Zealand Superannuation from 1 April 2013 and other topics of interest to seniors, including the enhanced online SuperGold business directory.
- Continue to work with Work and Income on shared system improvements, such as My account and igovt authentication.
