Te Tohu Ratonga Tūmatanui | New Zealand Public Service Medal
Ten medals were conferred in November 2020 to exceptional public servants who have given meritorious service. The recipients were:
Mrs Aiolupotea Sina Aiolupotea-Aiono, Deputy Chief Executive – Regional Partnerships, Ministry for Pacific Peoples
Aiolupotea’s passion to deliver outcomes for Pacific peoples and communities embodies the spirit of service. She knows what it takes to build sustainable relationships with communities - living and breathing it every day in her role as Deputy Chief Executive Regional Partnerships. Her spirit of service is built on understanding, trust and mutual respect among Pacific communities. A leader who always goes above and beyond, Aiolupotea puts in long hours with her team to deliver what is needed for communities. She leads from the front with care and integrity and empowers her team and the communities she works with to deliver the outcomes that matter most. Aiolupotea is a worthy recipient of the New Zealand Public Service Medal.
Mrs Annie Aranui, Kaikōmihana ā-Rohe, Te Tairāwhiti, Te Manatū Whakahiato Ora
E ahu mai ana te wairua whakarato i te kaha whakapono ōna māu anō te mahi e kawe kia tutuki. Inā kē ngā hua kua puta ki te oranga o ngā tāngata o Te Tairāwhiti me Te Matau-ā-Māui i āna mahi arataki. He rite tonu te toro atu a te tangata ki a ia mō ōna whakaaro me tōna reo, ā, ka whakawhirinaki hoki ngā pakihi, te iwi, ngā kaiārahi Kaunihera me ōna hoamahi i te Manatū Whakahiato Ora ki a ia me ōna kupu. Hei Kaikōmihana ā-Rohe, kua tino whai hua te iwi whānui i te hiranga ōna o te arataki, o te whakaratonga ngākau nui. He mōhio pū ia ki tōna rohe me ngā hiahia o te iwi whānui, ā, ka torotoro ia i āna tikanga ki te whakakotahi mai i i ngā tāngata takitahi me ngā tari kia arotahi atu ki ngā whāinga ā-rōpū e pai ake te oranga o ngā whānau, te hapori, ngā hapū me ngā iwi. He mea tino whaihua ōna tohutohu, me tōna mauritau. Tika tonu kia whakawhiwhia a Annie ki Te Tohu Ratonga Tūmatanui o Aotearoa.
Mrs Annie Aranui, Regional Commissioner – East Coast Region, Ministry of Social Development
Annie’s spirit of service comes from a strong belief in taking responsibility to get things done. Her leadership has made a big difference in the lives of people in Tairāwhiti and the Hawke’s Bay. Her perspective and voice are constantly sought out and her word is trusted by business, iwi, Council leaders, and her colleagues in the Ministry of Social Development. As Regional Commissioner, Annie’s leadership and dedicated service has positively impacted to her community. She has deep knowledge of her region and the needs of its people and draws on her tikanga to bring individuals and agencies together to focus on collective goals that improve the lives of whānau, community, hapū and iwi. Her sage advice and quiet manner are valued and respected. Annie is a worthy recipient of the New Zealand Public Service Medal.
Ms Paula Attrill, General Manager International Case Work and Adoption - Care Services, Oranga Tamariki
In Paula’s 27 years of public service, she has relentlessly gone above and beyond to get the job done. Paula is tireless in her passion and care for her work and has made a real difference to the lives of tamariki and whānau. She is an exceptional leader and coach and is a positive and strong role model for her colleagues.
Paula’s spirit of service is reflected in her care and commitment to better outcomes for tamariki and whānau. With her distinctive blend of expertise, child-centred values and deep commitment to ensuring tamariki reach their potential, she has delivered significant change. She brings a sensitive, human approach to her work and goes the extra mile to make a difference. She is authentic and hugely respected by all who know her. Paula is a worthy recipient of the New Zealand Public Service Medal.
Mrs Shona Carr, Senior Solicitor, Ministry of Business, Innovation & Employment
Shona has a passion for public service and has been part of Ministry of Business, Innovation & Employment’s legal team for 32 years. Her dedication and spirit of service has helped to change the lives of New Zealanders for the better.
She is an expert voice and is widely known not only for her extensive contribution to jurisprudence, but also through her kaitiakitanga of the work, her sage advice and leadership in the profession. Shona has prosecuted countless health and safety matters and immigration offences, including persons responsible for the serious exploitation of vulnerable migrant workers and cases of identity fraud that threatened the integrity of New Zealand’s border. She has also been involved in enforcement of minimum employment standards. She is extraordinarily generous with her time and has mentored many people at the start of their legal journey. She always works with the highest standards of integrity, is tenacious, and fair and objective. She is held in high regard by her colleagues, clients, and the legal fraternity and is a deserving recipient of the New Zealand Public Service Medal.
Ms Margaret Dotchin, Chief Nursing Officer, Auckland District Health Board
Margaret is an outstanding nurse and health leader, and an inclusive practitioner. She is passionate about nursing and delivering vital services to patients, which she has been doing for 30 years as a senior leader in her field. People trust her because she does what she says she will do and never walks away from a challenge.
Margaret has led innovative nursing approaches that improve the patient experience and is an outstanding role model for nurses. She led the development of Auckland District Health Board’s nursing strategy, a blueprint for nurses that underpins their professional development. She has been fundamental in creating nursing scholarships for Māori and Pasifika students to ensure they are better represented in the workforce. Earlier this year, Margaret’s lead role in the Northern Region’s health response to COVID-19 drove new levels of collaboration and created a model for the region’s sustained response to the pandemic.
Margaret is driven by a spirit of service to the community she serves and is a worthy recipient of the New Zealand Public Service Medal.
Mr Roy Grose, Operations Director – Northern South Island Region, Department of Conservation
Throughout his 43 years of public service, Roy has built respect and trust in his relationships with iwi and encouraged and enabled them to practice kaitiakitanga on public conservation land. Roy has a strong belief in the importance of getting communities and neighbours on board and his persistence and resilience shines through. His approach to understanding multiple stakeholder perspectives and interests was evident when he initiated negotiations that led to fair recompense for landowners in exchange for access over private land for the Queen Charlotte Track.
Roy exemplifies integrity, fairness, commitment, dedication, and professionalism. He is a role model for other public servants and leads a high trust work environment within his team. He is inclusive and puts other people first. Roy’s humble, warm and caring spirit of service brings communities and neighbours together for the public good. This makes him a deserving recipient of the New Zealand Public Service Medal.
Dr Nicholas Jones, Kaiwhakahaere Haumanu – Whakapiki Hauora me te Ōritetanga, Poari Hauora ā-Rohe, Te Mātau-a-Māui
Nō te hapori o Te Matau-ā-Māui te whiwhi i te tohungatanga me te ngākaunui o Dr Nicholas Jones, tētahi tino toa hauora tūmatanui. I āna tūranga hei Āpiha Rongoā o te Hauora, hei Kaiwhakahaere Haumanu mō te Poari Whakapiki Hauora me te Ōritetanga i te Poari Hauora ā-Rohe o Te Matau-ā-Māui, kua whakaatu a Dr Jones i te aratakitanga aroha, kaha hoki i roto i ngā urupare ohotata huhua noa. Pērā i te urupare H1N1 i 2009, te pakurutanga nui rawa o tēnei whenua e pā ana ki wai inu paru i 2016 me te urupare ā-rohe ki COVID-19.
E mahitahi ana a Dr Jones me te Ratonga Hauora Māori o te Poari Hauora ā-Rohe, te iwi kāinga, ngā NGO me ngā rōpū hapori, ā, kei te mārama ia ki te tikanga o te whakahoatanga pono. He kaimahi tūmatanui whakaihi, ngākau ohu kua whakapau kaha ia kia pai ake ngā huanga haora tūmatanui mō ngā tāngata o Aotearoa. Nā konei te whakatau ko ia tētahi tangata tōtika kia whakawhiwhia ki Te Tohu Ratonga Tūmatanui o Aotearoa.
Dr Nicholas Jones, Clinical Director – Health Improvement and Equity, Hawke’s Bay District Health Board
The Hawke’s Bay community is privileged to have the expertise and passion of Dr Nicholas Jones who is a true public health champion. In his roles as Medical Office of Health and Clinical Director for Health Improvement and Equity Directorate at Hawke’s Bay District Health Board, Dr Jones has demonstrated compassionate and strong leadership during numerous emergency responses. This includes the H1N1 response in 2009, the country’s largest contaminated drinking water outbreak in 2016 and the local response to COVID-19.
Dr Jones works in partnership with the Hawke’s Bay District Health Board Māori Health Service, local iwi, NGOs and community groups and he understands what true partnership means. He is a dedicated, altruistic public servant who has worked throughout his career to improve public health outcomes for New Zealanders. This makes him a worthy recipient of the New Zealand Public Service Medal.
Mrs Keti Tipene, Kaiwhakahaere Kēhi, Kawakawa Community Link, Te Manatū Whakahiato Ora
Kua 59 tau a Keti e mahi ana hei kaimahi tūmatanui me te whakarato i ngā tāngata o Aotearoa. Kua riro mā tōna mōhiotanga ki te ao Māori me ngā tikanga hei ārahi i te oranga me te whakarauora tonu i te reo Māori i te pae mahi o Te Hiranga Tangata. He mea tino whaitake tēnei ki ngā kiritaki kāore e tino matatau ana ki te reo Pākehā, nā tērā, kāore e kaha ana ki te whakapuaki i ō rātou nā hiahia.
Kāore a Keti e tawhitawhi ki te āwhina i ngā wā me ngā wāhi e hiahiatia ana, ā, ko ia anō tērā e ārahi ana ngā mahi tautoko a Te Manatū Whakahiato Ora i Ōtautahi i muri tonu i te rū whenua o 2011. He kuia manaaki ia e ngākau nui ana ko tōna marae me tōna iwi. Ko tōna ngākau nui tonu ki tana mahi i te Manatū Whakahiato Ora me te āwhina i te tangata he tino tohu o te wairua whakarato, ā, ko ia anō tētahi kaiwhiwhi tōtika i te Te Tohu Ratonga Tūmatanui o Aotearoa.
Mrs Keti Tipene, Case Manager, Kawakawa Community Link, Ministry of Social Development
Keti has selflessly served the people of New Zealand as a dedicated public servant for 59 years. Keti’s knowledge of te ao Māori and tikanga has been at the forefront of ensuring not only the survival, but the continuing revival of te reo Māori at the coal face of Te Hiranga Tangata Work and Income. This has been particularly important for clients who have no or limited use of English and who were previously unable to make their needs known.
Keti does not hesitate to help wherever there is need and was in the early wave of support the Ministry of Social Development sent to Christchurch after the 2011 earthquake. She is a highly respected kuia who is devoted to her marae and people. Her untiring dedication to her work at the Ministry of Social Development and her passion for helping people embodies the spirit of service and makes her a worthy recipient of the New Zealand Public Service Medal.
Mr Hugo Vitalis, Manager, Strategy and Innovation, Te Kawa Mataaho Public Service Commission
Hugo has spent his public service career building the spirit of service into the very fabric of our public management system. His exceptional policy acumen and deep commitment is underpinned by a relentless determination to improving the lives of New Zealanders.
A role model of the best attributes of our policy community, Hugo is curious, brave and devoted. His free and frank advice is always aimed at better outcomes for New Zealanders. Hugo looks for innovative ways to encourage the public service to collaborate in different ways and deliver results.
Hugo leads by example, valuing people and their wellbeing and supporting others to learn and grow. He lives the spirit of service and expects those around him to do the same. Hugo is a worthy recipient of the New Zealand Public Service Medal.
Mr Duane Wilkins, Senior Advisor, Geospatial Capability Building, Land Information New Zealand
Duane has worked over several years to empower Māori communities by providing access to digital geospatial information to support decision-making about their lands, and to preserve historical knowledge before it is lost. Duane puts community needs at the centre of his work. He proactively identifies barriers that prevent communities accessing geospatial information tools and data, then develops engaging and practical solutions. His passion and professionalism have made a real difference for so many people and communities. This spirit of service came to the fore when Duane was seconded to the COVID-19 Operations Command Centre where he developed a support website and series of map-based tools to support the work of Māori and Pacific communities and NGOs in the response effort.
Empowering communities is always central to Duane’s work, which is what makes him such a valued and respected public servant and a deserving recipient of the New Zealand Public Service Medal.
Te Tohu Amorangi a Te Kawa Mataaho | The Public Service Commissioner's Commendation for Frontline Excellence
Fourteen public servants were awarded the commendation for their outstanding spirit of service in November 2020. The recipients were:
Miss Sally Araipu, Case Manager - Waipukurau Service Centre, Ministry of Social Development
Sally is the “Mrs Work and Income” of Waipukurau, always delivering outstanding service to her clients and community.
Sally has served the public for nearly 50 years, building close relationships with a wide range of organisations, including local budget services, the Salvation Army, and services for people with physical or mental disabilities. Her actions embody the spirit of service, whether helping someone through a difficult employment transition or supporting local farmers in the recovery from severe flooding, Sally has been the connector and facilitator who always gets the job done.
Sally is extremely proud of her Cook Island Māori heritage and her close family are a huge part of who she is and the values she brings to her daily work, both in the office and out in the community. For her services to the community, to her clients and colleagues through times of change or distress, Sally is worthy of this commendation.
Mr Isaac Carnegie, Assistant Service Centre Manager, Ministry of Social Development
Isaac embodies kotahitanga every day in both his personal and professional life. Isaac most recently demonstrated his commitment to serving his community when he went to work with the Red Cross to help and support the local refugee community during lockdown. His hands-on approach and the genuine care he showed for this vulnerable group was recognised nationally by the Red Cross senior management team. He has also supported responses to the Kaikoura and Christchurch earthquakes, Nelson/Tasman fires, and to the Linwood community after the tragic mosque attack.
In his ‘spare time’ Isaac is one of only a few Justices of the Peace in Nelson authorised to issue warrants and is often called upon by New Zealand Police after-hours and at weekends to perform his judicial duties. His integrity and work ethic reflect the values of manaaki, mahi tahi, whānau, and tika me te pono, making Isaac worthy of this commendation.
Mrs Sarah Child, Senior Portfolio Manager – Land & Property, Land Information New Zealand
Sarah has upheld the highest standards of kaitiakitanga through her work to support the regeneration of greater Christchurch following the earthquakes of 2010/11. Ten years later, Sarah’s passion for the community is as strong as ever. Her commitment and leadership were reflected in her work managing the restoration of the historic Bill Sutton House to its former glory. It is now a community asset able to be used and enjoyed by the people of Christchurch. The restoration was the first project of its kind to be completed by Land Information New Zealand and Sarah rose to the challenge, including spending her time in weekends working with other volunteers to restore the Bill Sutton house garden.
Living through the earthquakes and seeing its impact on the community, Sarah’s passion for making a difference and contributing to the transformation of the city grew stronger. For her unwavering spirit of service and commitment to restoring a unique piece of history important to the community, Sarah is worthy of this commendation.
Mr Jonathan Gillan, Supervisor – Search & Rescue, Department of Conservation
Jonathan’s dedicated spirit of service is evident in the way he selflessly navigates risky situations to rescue stranded tourists and missing trampers.
As the supervisor for the Aoraki/Mount Cook Search and Rescue Team (SAR), he recently used his specialist skill in SAR aerial detection to successfully recover two missing trampers in the Kahurangi National Park. Jonathan worked closely with other public service colleagues to coordinate and identify the location of the missing trampers so that they could be safely rescued. This mahi followed an exceptionally complex and demanding recovery the day before.
Jonathan’s professionalism and reputation as an exemplary leader confirm him as worthy of this commendation.
Mrs Lynne Hinton, Office Administrator, Ministry of Social Development
Lynne lives and breathes the spirit of service every day – she truly cares about others and is always thinking of their wellbeing. Her manaaki goes well above and beyond her job description, having built a reputation for being dependable, knowledgeable, proactive, resourceful, and unfailingly helpful. Lynne is a ‘go-to’ person at the Ministry of Social Development.
Lynne works in the Deputy Chief Executive’s office for Service Delivery – the team responsible for leading 6,500 employees providing frontline services to over a million New Zealanders. She’s a big part of creating a positive culture that supports the leadership team. Overcoming her own recent health concerns, Lynne continued to support her team, and during the COVID-19 lockdown period, she stepped up to process wage subsidy applications from home. Lynne is a deserving recipient of this commendation.
Canon Pania Houkamau-Ngaheu, Kaiawhahaere Whare Ohotata, Te Manatū Whakahiato Ora
Ko Pania te whakatinanatanga o te wairua whakarato. Kia tōtika te tangata e maha ana me ngā whānau noho whakaraerae, ki te tautoko i ā rātou ki te whai kāinga ohotata, āo-po, pō-ao. Kāore ia mō te whakawā i te tangata, nā te aroha nui me tōna wairua ataahua ka tūhono a ia ki ngā tāngata, ahakoa ko wai.
Kua 17 tau a Pania e tautoko ana i ngā tāngata i Te Whanganui-a-Tara i roto i ngā tūāhua mōrearea, ngākau mamae hoki. E kore e pau tōna kaha. I waenganui pō, ka tae te rongo ki a Pania mō ngā whānau e moe ana i roto i te hau, i roto i ngā motokā, i raro hoki i ngā piriti. E kore ia mō te whakangohe, ka tohe tonu ia ki te rapu kāinga haumaru, mahana hoki mō ngā whānau. I te wā o te rāhui COVID-19, nā Pania anō kāore i kitea tētahi tangata kainga-kore i ngā tiriti o Te Whanganui-a-Tara.
Canon Pania Houkamau-Ngaheu, Assistant Service Centre Manager, Housing, Ministry of Social Development
Pania is the embodiment of the spirit of service. It takes someone very special to work with our at-risk whānau, supporting them into emergency accommodation day-in-and-day-out. Someone who doesn’t judge, with a big heart and beautiful spirit who can instantly connect with people.
Pania has been supporting people in Wellington for 17 years, through often desperate and heart-breaking situations. She works tirelessly. In the middle of the night, Pania can get word of families sleeping rough in doorways, in cars and under bridges. She never gives up and always finds a way to find whānau a safe and warm place to stay. During the COVID-19 lockdown, Pania was instrumental in achieving the goal of having no one homeless on the streets of Wellington.
Her actions have helped some of our most vulnerable communities to be safe and healthy. Pania has truly made a difference. Her service to helping those in need make her worthy of this commendation.
Mrs Shirley Hutchison, Team Leader, Te Kawa Mataaho Public Service Commission
Shirley literally is the public, professional and people-focused face of Te Kawa Mataaho Public Service Commission.
She welcomes all who come through the Commission’s doors with warmth, and a real generosity of spirit. Her positivity lifts and lightens the working environment, as she walks the floors to connect with people, providing support and humour along the way. Shirley truly demonstrates manaakitanga in her work through her commitment to ensuring that visitors feel like this is their space and they are not a stranger. This extends to planning, organising and hosting anything from small meetings to large-scale functions.
Shirley has a natural talent for seeing the potential in others, anticipating the needs of others, and sharing her knowledge. Always patient and caring, Shirley is a master of her duties in every aspect, and in every situation. Shirley personifies the meaning of ‘he tangata, he tangata, he tangata’, and the spirit of service, which she demonstrates every day. Shirley deserves this commendation.
Mrs Denise Jackson, Housing Advisor – Canterbury Regional Office, Ministry of Social Development
Denise provided a blanket of support for the families impacted by the tragic events of the Christchurch mosque attack. In the aftermath, she helped families to access the support they needed to get through the days, weeks and months ahead. From organising welfare payments and housing needs, and contacting family members around the world, Denise’s spirit of service helped so many across the community.
Known as a highly resourceful person, Denise networked and connected with agencies across the country to make sure her clients got the help they needed. Supporting her clients is more than just a job for Denise. She has formed life-long friendships with many of the families in the community and her spirit of service has been felt by all those who continue to be impacted. Denise is worthy of this commendation.
Mrs Bella Perahurihuri Tarawhiti, Kaiārahi, Te Puna Mātauranga o Aotearoa, Te Tari Taiwhenua
Neke atu i te toru tekau tau a Bella e mahi ana hei kaiārahi i Te Puna Mātauranga o Aotearoa. Ahakoa ngā rā he tika kia warewaretia, pērā i te taenga mai o te Kīngi o Tonga rāua ko tana hoa rangatira, kāore e rerekē ngā mana nui ki ngā tāngata katoa. Mō Bella, ko te mea nui ko te whakarato i te tangata takitahi.
Ki a Bella ko te kohinga Māori te tino wāhanga o te Puna Mātauranga, ā, ahakoa kua pau te 31 tau ōna kia mōhio ki taua kohinga kei te ako tonu ia, kei te whakapono a Bella he rite te mātauranga ki te whakapapa, he mea mutunga kore. Ko te mātauranga anō tētahi o ngā take kua noho tonu ia ki te Puna Mātauranga, ā, kia kuia rā anō, heoi ka puta tonu ia ki te mahi i ia ata. Ko tētahi atu take ko te whai wāhi ki te mahi i taha o ōna hoamahi me hunga ka whakamanuhiritia e ia i ia rā. Nā tō Bella ngākaunui ki te tuku ratonga hiranga nei ki te manuhiri ahakoa ko wai, nō hea, he tika ia mō tēnei Tohu Amorangi.
Mrs Bella Perahurihuri Tarawhiti, Front of House Coordinator Kaiārahi – National Library of New Zealand, Department of Internal Affairs
Bella has been a kaiārahi at the National Library for more than three decades. While there were unforgettable days, such as a visit from the King of Tonga and his wife, she insists high-profile guests are treated no differently from anyone else. For Bella, delivering the service to the individual is the most important thing.
The Māori collection is her favourite part of the National Library and, even after 31 years spent getting to know it, she says she is still learning. Bella believes that like genealogy, knowledge is never ending. That knowledge is one of the two reasons she has stayed at the Library into her late 70s, happily reporting for duty at the front desk each morning. The other reason comes back to the people she works with and those she feels privileged to welcome every day. Bella’s commitment to delivering an exceptional service to all visitors, regardless of background or status, makes her deserving of this commendation.
Ms Dana Peterson, Senior Analyst, Ministry for the Environment
Dana is a highly respected, long-standing champion for the protection of our environment.
She is known for her humble manner, bare feet in the office (even in winter) and her free and frank advice on waste minimisation. Dana was instrumental in Govt3, a voluntary initiative to improve the environmental sustainability of government departments from 2003-2009 by minimising waste and adopting sustainable practices. By 2009, the initiative was saving the Government more than four million dollars each year. Dana’s most recent achievements were as the lead on advice and public consultation that resulted in a regulated ban on single use plastic bags, which came into force in 2019, and declaration of six priority products for regulated product stewardship in 2020.
Dana’s ongoing dedication and commitment towards reducing waste and making sure our environment is protected for generations to come, makes her a worthy recipient of this commendation.
Mr Jamie Quirk, Ranger – Biodiversity, Department of Conservation
Conservation is not just a job for Jamie, it has been his way of life for 40 years. He is recognised by his peers and the community as a conservation leader, expert, and champion. He continues to put his heart and soul into this important mahi. What makes Jamie unique is his range of knowledge and expertise across all aspects of conservation, whether it be recreation, community, marine and terrestrial biodiversity, or heritage fields.
Jamie is the East Coast’s face for conservation, delivering the Department’s message in the media and in front of the camera. He has been a tireless defender of conservation through Resource Management Act processes and through his compliance work. Jamie’s professionalism, expertise and championship of conservation make him worthy of this commendation.
Mr Michael Trbuhovich, Senior Customs Officer, New Zealand Customs Service
Michael is a guardian of our borders, helping to keep Aotearoa and our people safe. He actively models kaitiakitanga, manaakitanga and kotahitanga through his attitude and commitment to providing an exceptional service to customers. Michael is a highly respected member of the team known as a ‘virtual encyclopaedia’ and sounding board for colleagues. His commitment to training and mentoring new staff in the contact centre has seen a strong improvement in the quality of services provided to New Zealanders.
Michael’s attitude, dedication and commitment to service excellence make him a deserving recipient for this commendation.
Dr Mary van Beest van Andel, Principal Advisor, Ministry for Primary Industries
Mary is motivated by a desire to serve New Zealand. Every day she brings the highest standards of integrity and care to her job as a Senior Epidemiologist with the Ministry for Primary Industries, and Principal Adviser to the agency’s Chief Science Advisor.
Her tenacity, commitment and passion for the job inspires those around her. Mary leads epidemiology for the Mycoplasma Bovis programme, and her intelligence and initiative have been integral to the success of the programme. She was seconded to the Ministry of Health and Department of the Prime Minister and Cabinet to help with the response to COVID-19.
Mary’s courage in challenging conventional thinking or approaches, and her commitment to achieving ambitious outcomes for New Zealanders, makes her a worthy recipient of this commendation.
Mr Terence Yan, Customer Service Officer, Inland Revenue
Terence understands the importance of helping customers ‘get it right, right from the start’. He makes compliance simpler and easier for customers by giving them advice and support, often receiving positive feedback on his great service. As an essential worker during COVID-19 lockdown, he was available to help and support Inland Revenue customers. With a great can-do-attitude, and a spirit of service that shines through in every customer interaction, Terence exemplifies the values of trust and integrity, innovating to make a difference, valuing people and working together and is worthy of this commendation.