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. 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.   

Latest results: July 2012 - December 2013 (last six quarters) .xlsx (17kb)**

**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 2013




NZ Customs Service

SmartGate departures and arrivals


Department of Internal Affairs

Renew adult passport


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




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, 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, 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.

 Line graph tracing Result 10 achievement from September 2012 to December 2013, against 2017 target.

What happened in the Second Quarter of FY13/14

For the December 2013 quarter, there is a 43.4% average digital uptake of the selected bundle of services. This is:

  • 4.8% above the December 2012 Quarter.
  • 4.6% above the September 2013 Quarter.

The October to December 2013 figures are for the second quarter of the second year of measuring progress towards Result 10 Target Measurement. 

New Zealand Customs Service

Transaction: SmartGate – Arriving and Departing Passengers

Digital uptake of the service for period Oct-Dec 2013: 47.5%


SmartGate is an automated passenger clearance system for New Zealand and Australian passport holders arriving at, and leaving, major international airports in New Zealand and arriving at Australia’s international airports. It delivers a smoother experience at the border for International travellers and efficiency gains for the Customs Service.

Recent Progress

In October, Customs reduced the minimum age for using SmartGate from 16 to 12. Since then, a weekly average of 670 eligible passengers in the new age group used SmartGate. Other initiatives driving uptake include improvements in biometric and gate performance and encouraging repeat use.

This has paid off, with 120,000 more travellers using SmartGate in the December 2013 quarter compared to the same period in 2012. On average, more than 60,000 people a week choose it. SmartGate was introduced in 2009 and since its roll out in Auckland, Wellington and Christchurch has been used by 7.5 million passenger movements.

A new, streamlined Departure Card is now in use at New Zealand’s international airports, thanks to collaboration by Statistics New Zealand, MBIE-Immigration and Customs. This is expected to improving the passenger experience and help SmartGate uptake.

Future improvements

Customs and Airport staff will encourage family groups to be processed through the SmartGate precinct in a trail at Auckland and Christchurch Airports. Eligible family members will use SmartGate, while non-eligible family members will be processed at the SmartGate referrals desk adjacent to the gate. Customs staff will monitor uptake.

Customs will focus on improving passenger experience and uptake and organisational efficiency.

  • As the number of eligible electronic passports increases, the benefits of SmartGate, SmartGate Plus, and the Departure Information Project are also expected to increase.
  • SmartGate arrivals could also be opened up to US and UK passport holders. 

Link for further information


Department of Internal Affairs

Transaction: Renew Adult Passport

Digital uptake of the service for period Oct-Dec 2013: 33.4%


The easiest way to renew a New Zealand passport is to do it online, from anywhere in the world. There is zero need to print forms, use snail mail or visit a Passport Office. New Zealand is the first and only country in the world to make this possible. DIA launched the service in November 2012.

Recent Progress

Having almost reached the first full-year target within 6 months, uptake plateaued somewhat. Focus has been on the last phase of Passport System Redevelopment Project in November 2013. The next enhancement to the online service – the photo checker tool – advanced well and was ready for deployment in January 2014.

Future improvements

The new photo checker tool enables customers and professional photographers to check whether their photo complies with the rules before they send their application. DIA made this enhancement available in January, and the success rate for successful first-time photo uploads has seen a significant improvement. Photo frustrations have been one of the most quoted reasons for difficulty of submission, so DIA anticipates uptake will start moving upward again.

Link for further information


Ministry of Business, Innovation and Employment – Immigration New Zealand

Transaction: Apply for visa

This includes all applicants for temporary entry class visas and residence visas but excludes those for refugee and protection category visas

Digital uptake of the service for period Oct-Dec 2013: 6.7%


Note about seasonal shifts

  • Quarterly peaks and troughs are more obvious with visa applications received electronically because we measure just a few visa types, a small percentage of the total number of applications. For example student visas – available electronically – produce peaks in applications linked to the start of school and university terms. Many Working Holiday Scheme visas are limited to a certain quota and reach that limit within a very short time (sometimes minutes).
  • Usually we receive more applications – both paper and electronic – in the summer months, and less in the winter.

Progress in the last reporting period

  • The new Student Visa online application project has completed development and testing is now under way. Deployment and business readiness planning has started.
  • There was a decline in the number of digital visa applications in the December quarter, due to the cyclical nature of Student Visas.

Plans for the next reporting period

  • Staff training for the new Student Visa forms will be underway.
  • The Work visa and the Visitor visa digital applications are currently in design stage and due to enter development in March. Delivery of these digital visa applications is expected in November 2014.

Link for further information


Department of Conservation

Transaction: Book Department of Conservation Asset

DOC offers online bookings for most of its recreation facilities – including Great Walks huts and campsites; many conservation campsites, backcountry huts, lodges, cabins and other accommodation; recreational hunting/fishing permits; and summer visitor programmes.

Digital uptake of the service for period Oct-Dec 2013: 44.1%


Website visitors access the booking system from a prominent button on the homepage and from recreation pages throughout the DOC website.

Progress in the last reporting period

  • DOC is upgrading its online asset booking system to deliver an easier and more efficient experience for customers.
  • DOC staff began to use the new system, called i-Bex, to manage bookings for a range of DOC huts and campsites over the 2013/14 summer holiday season. The busy December booking period was used as a trial for the new tool. No significant issues were reported.

Plans for the next reporting periods

  • The new system will go live for the public in the next quarter
  • DOC will gradually add additional huts and campsites to the new booking system.

Link for further information 


New Zealand Police

Transaction: Pay for Fine

This includes 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.

Digital uptake of the service for period Oct-Dec 2013: 44.6%


New Zealand Police offers an online payment system for paying infringement fees. People can access this from a link at the top of the navigation panel on the main Police webpage (“Do it online now – Pay a ticket/infringement fee”). People can pay by Internet Banking or Credit Card. All infringement and subsequent reminder notices advise that the payments can be made electronically via the website.

Progress in the last reporting period

There was an increase in the number of people using the digital transaction. Non-digital payment channels (across a counter or by mail) continue to track downwards. 

Link for further information


New Zealand Transport Agency

Transaction: Pay for Vehicle Licence

Digital uptake of the service for period Jul-Sept 2013: 24.8%


The NZ Transport Agency makes it easy for customers to comply with regulations and do more transactions online. There is a clear ‘Relicence (rego) my vehicle’ button on the front page of the Transport Agency website.

Link for further information 


Inland Revenue Department

Transaction: Pay individual tax

Digital uptake of the service for period Oct-Dec 2013: 84.1%


Inland Revenue is improving ways for customers to pay individual tax electronically, and removing 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 Inland Revenue’s website
  • Promotion to customers of digital payments by Inland Revenue staff and agents.

Progress in the last reporting period

  • Digital tax payments reached 84% this quarter, with over 19,000 more payments made digitally than in the same quarter last year.
  • A new business-to-business digital channel created for tax return intermediaries is enabling them do more for their customers online, and helping their clients get tax refunds faster.

Plans for the next reporting period

  • Further steps in the process to align timing for receipt of cheque and digital payments, to encourage more electronic tax payments by removing the current financial benefit some customers gain by paying by cheque.
  • Continued promotion of improvements to Inland Revenue's digital services including myIR

Transaction: File individual tax return

Digital uptake of the service for period Oct-Dec 2013: 89.1%


Inland Revenue uses a range of activities to promote online filing and help customers file tax returns electronically. These include:

  • Making secure online services (MyIR) as easy as possible to use.
  • Highlighting online services in Inland Revenue web and print 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. One example of this is the New Zealand Government Office in Christchurch (YouTube).
  • Contact centre staff advising callers about the benefits of online filing and how to do it.

Progress in the last reporting period

Nearly 90% of individual tax returns were filed digitally in this quarter. Improvements to myIR, Inland Revenue’s secure online service continued, making it faster and easier for customers to complete returns online without clicking between screens and sites. More than 1.7 million New Zealanders are now registered for myIR.

Plans for the next reporting period

 Inland Revenue is looking at options for making myIR online registration faster and easier, by replacing a phone call needed to activate the account with a more accessible authentication process. Filing tax returns through mobile devices is also being explored. 

Transaction: Apply for an IRD number

Digital uptake of the service for period Oct-Dec 2013: 0%

Currently individuals can't apply online for an IRD number (although companies can receive IRD numbers online via the Companies Office) so this is a significant stretch target.


Inland Revenue is exploring options for applying for IRD numbers digitally. This is part of Inland Revenue’s overall transformation programme. Identity verification, security and confidentiality issues need to be resolved before a secure digital application process can be designed and implemented.

Progress in the last reporting period

Concepts for digital registration for new immigrants were tested in December with people holding work, student, permanent and working holiday visas. Customers found the digital service prototypes easy to use, and were positive about how integrating Immigration NZ and Inland Revenue services to provide IRD numbers at the border would minimise difficulties new arrivals face. The research also showed:

  • If initial service is digital, customers expect subsequent services to be digital
  • It’s important to provide only necessary information at each step - no more than the customer needs to understand their next action
  • Government’s services are trusted by customers so government digital services are also trusted
  • Digital services are more effective when tailored to the customer’s particular needs..

Plans for the next reporting period

Inland Revenue and Immigration New Zealand expect to complete the business case, with a preferred digital service option for IRD number applications alongside visa applications, by April 2014. Implementation is likely to be in early 2016.

Link for further information


Ministry of Social Development

Transaction: Apply for Financial Assistance (for example, benefits)

This includes applications for financial assistance through Work and Income, StudyLink and Senior Services.

Digital uptake of the service for period Oct-Dec 2013: 61.10%
NB: Welfare Reform changes came into effect on 15 July 2013. DIA has not yet assessed how this affects the Result 10 Target Measurement.

Progress in the last reporting period

In December, Work and Income launched the first phase of My Account enhancements, offering the RealMe service for clients to:

  • change address and accommodation costs
  • change bank account details
  • declare income earned
  • report job search
  • stop receiving any Work and Income payments
  • apply for financial assistance
  • check eligibility with an online calculator.

Building on those improvements, work started on the second phase of My Account enhancements with RealMe services.

In November, StudyLink refreshed its website to make commonly used pages easier to find and to make it easier for students to successfully login. Also during this quarter, StudyLink approved a Business Case for design and development of a mobile view of ‘MyStudyLink’.

MSD also initiated planning for enhancements for the self-service kiosks.

Plans for the next reporting period

  • MSD will work on enhancements to the self-service kiosks.
  • StudyLink will deliver the mobile view of ‘MyStudyLink’.

Links for further information

See What has happened for New Zealanders