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.

Result 10 was launched in 2012 with the vision “New Zealanders can complete their transactions with government easily in a digital environment” and the following target: “By 2017 an average of 70% of New Zealanders most common transactions with government will be completed in a digital environment.”

This target still applies to December 2017. In August 2017 the vision was refreshed: “People have easy access to Public Services, which are designed around them, when they need them” and a new target was set. “80% of the transactions for the twenty most common public services will be completed digitally by 2021.”

This page provides a quarterly update of progress toward the December 2017 target.

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 April-June 2017

Agency

 Service

 Apr-June
2016

Jan-Mar 2017

Apr-Jun 2017

Department of Conservation

Book Department of Conservation asset

24.6%

56.3%

37.0%

NZ Customs Service

SmartGate departures and arrivals

 61.1%

65.4%

 69.0%

Ministry of Business Innovation & Employment

(Immigration New Zealand)

Apply for visa

21.1%

32.9%

 36.4%

New Zealand Transport Agency

Pay for Vehicle Licence

36.7%

37.5%

42.0%

New Zealand Police

Pay for fine on time

60.9%

65.9%

70.1%

Inland Revenue

 

File an Individual Tax Return

87.7%

 95.7%

97.4%

Pay Individual Tax

84.1%

86.4%

87.8%

Apply for an IRD Number

26.7%

32.0%

44.1%

Ministry of Social Development

Apply for Financial Assistance (1)

46.8%

 68.7%

 57.2%

Department of Internal Affairs

Renew adult passport (2)

47.1%

 57.2%

 58.3%

TOTAL AVERAGE PERCENTAGE FOR THE QUARTER

49.7%

 59.8%

59.9%

(1) A change in reporting methodology for the transaction Apply for Financial Assistance came into effect during October-December 2013. It resulted in a decrease in the digital uptake of this transaction across all periods.

(2) The figures shown for Renew Adult Passport are estimated.

About these figures

Progress towards the target has now been measured for 20 quarters and started with a base figure of 29.9 per cent in June 2012.

The result for the April to June 2017 quarter shows that an average of 59.9 per cent of all transactions measured was completed digitally during the quarter. This is:

  • 10.2 percentage points (or 20.6%) up on the comparable quarter of April to June 2016 (49.7% digital uptake). All of the ten indicator transactions showed increases on that quarter.
  • 0.1 percentage points (or 0.2%) up on the previous quarter of January to March 2017 (59.8% digital uptake) with eight indicator transactions reporting an increase in digital uptake.

There are seasonal influences on some of the measures as different customer segments have different transactional patterns. For example, Inland Revenue filing and paying measures are influenced by the extent to which it is peak filing / paying season for tax agents. The below graph shows a seasonal breakdown by quarter, which shows a year on year increase by quarter.

Result 10 target percentages for the four quarters for each year between 2012 and 2017

For more information on these figures see: What has happened for New Zealanders

For earlier quarterly reports see: Archived Result 10 measurements