State Services Commission, April 2010. To print or download this fact sheet, use the PDF version attached above.

Key Facts

  • The overall service quality score for the Border Services group was 71, which was above the survey average of 69.
  • Border Services is a new service grouping and includes two services added to the survey in 2009, regarding landing at international airports. Both had similar service quality scores, of 73 when arriving from Australia, and 72 when arriving from any other country.
  • The service quality score for The arrival process after landing at a New Zealand international airport from anywhere except Australia was considerably lower among Asian people.

Introduction

The overall service quality score for Border Services was 71, which was above the survey average of 69. Border Services is a new service grouping and includes two services added to the survey in 2009, regarding landing at international airports. Both had similar service quality scores; 73 when arriving from Australia, and 72 when arriving from any other country. These questions were included in 2009 to establish a baseline as significant changes to these services are underway. Importing goods into New Zealand had a considerable decline in service quality, but this was not statistically significant.

Fig 1: Overall service quality scores for services in the Border Services group, 2007-2009

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Comparisons with Canada

In Canada, the Citizens First survey has measured service quality with visas or work permits since 1998. In Canada, service quality scores for Border Services remained steady over the first four surveys. However, 2007 saw a considerable drop from 58 to 50. In New Zealand A visa or permit to work in New Zealand remained steady on 63 in 2009. The other three services in this group are compared to a single equivalent Canadian service. In Canada, scores for Customs and border services, including crossing the border, have improved slightly since 1998. The service quality score for Importing goods into New Zealand or customs duties declined from 62 in 2007 to 57 in 2009.

Fig 2: Comparison of service quality scores in Canada from 1998-2007 and New Zealand from 2007-2009 1

               

Service

Canada

Kiwis Count

1998

2000

2002

2005

2007

2007

2009

Border Services

           

71

A visa or permit to work in New Zealand

57

54

56

58

50

63

63

The arrival process after landing at a New Zealand international airport from Australia

58

57

59

61

60

-

73

The arrival process after landing at a New Zealand international airport from anywhere except Australia

58

57

59

61

60

-

72

Importing goods into New Zealand or customs duties

58

57

59

61

60

62

57

Results for and and Pacific peoples

Results for and and Pacific peoples are limited because the sample sizes for A visa or permit to work in New Zealand and Importing goods into New Zealand or customs duties were too small. Both services regarding landing at international airports (whether from Australia or anywhere else) scored 70 among which which was below the survey average in both cases. However, both of these services did better among Pacific peoples, with Landing at an airport from Australia scoring 76 and Landing at an airport from anywhere except Australia scoring 72.

Performance against the drivers of satisfaction

In Kiwis Count, improvement against the drivers is more important than the scores themselves. Border Services is a new service group, so measuring improvement against the drivers will not be possible until the next survey in 2011. However, the Border Services group has set a high benchmark, scoring above the survey average for five of the six drivers of satisfaction. The highest score was 85, for Staff were competent, and the lowest was 62 for It's an example of good value for tax dollars spent.

Fig 3: Performance against the drivers of satisfaction for Border Services in 2009

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Other interesting facts

The arrival process after landing at a New Zealand international airport from anywhere except Australia scored lower among Asian people, at 65, compared to the service average of 72.

How can these results be improved?

The lowest scores against the drivers of satisfaction were on It's an example of good value for tax dollars spent and Your individual circumstances were taken into account. Some possible strategies for improving these results include:

  • Provide better information to the public concerning expenditure of public monies. This information should be accessible and easy to understand.
  • Ensure staff may exercise some flexibility and discretion around processes. Regardless of the outcome of a service experience, it is particularly important to New Zealanders that they feel they have been listened to and not treated like a number.

For more information

Visit the SSC website:

publicservice.govt.nz/nzers-experience

or email:

newzealanders.experience@publicservice.govt.nz

1 Some of the services included in the Citizens First surveys do not completely align with the services in Kiwis Count

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