Result 9-10

Better Public Services Result 9: Business gains value from easy and seamless dealings with government

What is the target?

  1. Business costs from dealing with government will reduce by 25% by 2020, through a year-on-year reduction in effort required to work with agencies.
  2. Government services to business will have similar key performance ratings as leading private sector firms by 2020.

Why is this important for New Zealand?

Business customers have told us that they find government services complex and fragmented, and that dealing with government takes more cost and effort than it should.

Better for Business is a partnership of government agencies working to make it easier and more efficient for business customers to deal with government. For business people, this means less effort on administration and more time to focus on growing their business.

By reducing effort and improving services we can help New Zealand businesses have a competitive edge in the local and global economy. 

Better for Business:

  1. Collaborates and partners with government agencies and promotes better ways of working.
  2. Advocates for the business customer from a position of knowledge.
  3. Works with the private sector and agencies to accelerate and support new initiatives.

Better for Business is led by the Ministry of Business, Innovation and Employment and delivered in partnership with ACC, Callaghan Innovation, Inland Revenue, Ministry for Primary Industries, New Zealand Customs Service, New Zealand Trade and Enterprise, New Zealand Transport Agency, Stats NZ and WorkSafe New Zealand.  

How will we know we are achieving this result?

To track progress towards our effort targets the Better for Business partnership uses a rolling monthly monitor surveying 1200 businesses every six months. The programme is also developing a Government Customer Experience Index which uses a range of service indicators, measured using reported customer behaviour and administrative data. 

What are we doing to achieve this result?

Since the Better Public Services targets were set in 2012 we’ve made good progress. The overall effort for businesses dealing with government has dropped seven percent, and the gap between the private and public sectors has almost halved. There are dozens of initiatives under way across the Better for Business agencies, such as:

New Zealand Business Number (NZBN) – The NZBN provides each business in New Zealand with a unique identifier that can be used in business-to-government and business-to-business transactions.

R9 Accelerator – R9 Accelerator is New Zealand’s first accelerator process for government projects. It brings public sector staff in teams with private sector entrepreneurs, developers and mentors to test new ideas and drive changes. The Accelerator model is now being tested in other areas of government and includes several opportunities from the social sector.

Recent service improvement for business customers include: – Launched its new website, further improving tools and advice from across government to save businesses time and help make their business a success. Satisfaction is up by 17%.

Making Tax Simpler Inland Revenue has delivered the first stage of its business transformation which moves all GST processing onto a new digital revenue system.  Businesses and tax agents will benefit from simplified functions for managing their GST. Also, businesses will be able to use their New Zealand Business Number when they contact Inland Revenue.

Result 9 Accelerator teams

Accreditron – allowing social service providers to collate all the information required to complete their accreditation information for multiple government agencies into a single central location, improving the accuracy and efficiency for both the provider and the agencies.

Tapin – Schools and Kahui Ako now have online tools that help them make decisions quickly, outside scheduled meetings. Soon they will be able to collaborate in purchasing decisions, enabling them to save money through bulk purchasing deals.

MyTrove – Taking the stress and strain from loved ones after the passing of a family member. This is part of the End of Life services offered by the Department of Internal Affairs.

Read more about what the  Result 9 agencies   are doing to achieve Result 9. Read the Result Action Plan, which shows how we’re making things easier for business’

Case Studies: Result 9

Better Public Services Result 10: People have easy access to Public Services, which are designed around them, when they need them

What is the target?

Progress towards achieving Result 10 will be monitored using the following key target:

  • “By 2021, 80% of the transactions for the twenty most common public services will be completed digitally.”

Why is this important for New Zealand?

People want to deal with government in new and different ways, in particular to access government services digitally, and government is responding. The New Zealand Government is on an important journey of service innovation and transformation to be more responsive by developing customer-led and customer-centred services online where:

  • “People have easy access to public services, which are designed around them, when they need them”.  

How will we know we are achieving this result?

Result 10 sets an ambitious goal – a commitment to placing customers at the centre of service design and delivery. We will know we are achieving this when:

  • All twenty of the identified most common public services will reach at least 80% digital uptake by 2021.

What are we doing to achieve this result?

We are working collaboratively across government to create a future where services are designed and built around the customer’s life events and needs, rather than designed to fit within traditional agency boundaries.

The Result 10 key focus areas are:

  • Integrated services by delivering joined-up government services, driven by life events.
  • Digital transactions by moving to digital channels and supporting life event initiatives.
  • Proactive delivery by delivering entitlements to customers without them having to apply.
  • Information sharing by allowing consent-based personal information sharing.
  • Digital identity by supporting customer identity in a secure online environment.

These focus areas are supported by foundational elements by delivering a foundation of common standards and approaches, knowledge, strategies, research and collaboration.

Read more about what Result 10 agencies are doing to achieve Result 10. Read the Result Action Plan, which shows how we’re making things easier for People to access Public Services, which are designed around them, when they need them.

Read what the Department of Internal Affairs are doing to achieve Result 10

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