State Services Commission, July 2009.

Understanding the Drivers is a research project that helps us to understand what the drivers of satisfaction and trust mean to New Zealanders.

Forty focus groups were held across the country in 2008 with the general public - Māori, Asian, Pacific and young people (aged 15 - 30 years). Groups were held in main centres and provincial areas. The views of these New Zealanders have provided us with a wealth of information to assist public service agencies to become more user-focused and accessible, and ultimately improve service delivery for New Zealanders.


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