The Department of Internal Affairs

The Department of Internal Affairs

Te Tari Taiwhenua

Building a safe, prosperous and respected nation

 

What has happened for New Zealanders

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 March 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.” 

One way to measure the effectiveness of our work is to assess how positively it impacts on New Zealanders' lives. Here we illustrate how Result 10 services are already making a difference. 

Latest Innovations

June 2017

1. Customs – SmartGate Arrivals and Departures
 A redevelopment of Auckland Airport’s departures precinct is underway. As part of the redevelopment, Customs is designing an improved customer experience by replacing its traditional manual processing booths with more customer friendly kiosks, and installing the 51st eGate into the new departure premium passenger area.

2. Inland Revenue – File and Individual Tax Return
Inland Renue will be launching a new news website. The website will release all of Inland Reveune’s news. It will get the news to people and give them the opportunity to read it without relying on mainstream media.

3. Ministry of Social Development – Apply for Financial Assistance
There has been a significant increase in online applications through the use of MyMSD. As of June 2017, 56.5% of the Jobseeker benefit applications were completed online. This had an increase of 24.4 percentage points on the same quarter last year.

4,New Zealand Transport Agency – Pay Vehicle License
Customer Survey feedback for the online process continues to be positive. Feedback includes - “I am 71 and not too computer savvy but I almost enjoy doing my rejo on your site as it is the most users friendly of any online sites I have ever used. Well done and thank you “and “Even my goldfish could complete this”.

5.Department of Internal Affairs – Renew Adult Passport
Sydney and Christchurch have been equipped with kiosks to support people with using the digital services. The digital assist option has been very successful in Sydney with almost 100% of visitors who have booked an appointment choosing to move their application online. Customer feedback includes:

“Just wanted to share how impressed I was with the standard passport renewal service. The on-line information made it a painless application process and the speed with which my request was managed was outstanding. I applied on-line Tuesday evening and had my new passport waiting for me on Friday. Congratulations and thank you!"

Building the next generation of digital services

February 2017

  1. Customs - Next generation eGates/SmartGates were installed into Christchurch, increasing the number of gates from eight to twelve.
  2. Ministry of Social Development - Apply for Financial Assistance 1: Apply easily and quickly online for assistance for school uniform costs, school stationery and emergency dental costs – no longer needing to come into an office for an appointment.
  3. Ministry of Social Development - Apply for Financial Assistance 2: Apply for more than one type of assistance in a single online one-off costs application.
  4. Ministry of Business Innovation & Employment - Apply for a Visa: Over 40% of eligible student and work visa applicants were applying through Immigration Online. Customer feedback – “I felt the Immigration Visa process really wanted me to make the right decision for myself and to make sure the kiwi life and lifestyle was what I wanted…”
  5. New Zealand Transport Agency - Pay Vehicle Licence: Customer feedback from Online Services indicates customers value the simplicity of our online services, and are delighted when they find that the process is far simpler than they thought. Feedback includes – “No complaints. This was one of the easier transactions I have done online recently and appreciated how quick and efficient it was. So easy to read / enter details and it was logical and effortless. Thanks!”
  6. Department of Internal Affairs -  Renew Adult Passport: Customer feedback – “I applied for my passport online yesterday and I received it this morning with the courier. It is seriously a fantastic system and an amazing job done by the team. Whatever systems and processes you have in place are definitely working, so thank you”.

More digital and online services are being offered and the number of people using them is increasing

(The following stories were provided by agencies in a previous reporting period)

  • Next generation eGates / SmartGates were installed into Queenstown, with nearly 60% of all passengers using this service.  
  • Pay for Fine – a new self-service option to pay anytime day or night is available at Westpac Smart ATM’s.
  • Apply for Financial Assistance – Ministry of Social Development clients can now use MSD online services at little or no cost from their mobile phone or digital device if they are on Spark, Vodafone, 2degrees or Skinny mobile networks (estimated to be at least 90% of total clients).  
  • Customers are now able to renew Children’s passports online or apply online for their first passport if they have a RealMe Verified ID. Approximately 80% of New Zealanders are now able to apply online for a passport.

Applying for a visa online satisfies 92% of customers

 

Service transformation to a digital environment

Video: Service transformation to a digital environment - courtesy of the State Services Commission website