State Services Commission, August 2008. To print or download this fact sheet, use the PDF version attached above.

Key Facts

  • Motor vehicle services were the most commonly used of all the services in the Kiwis Count survey, with nearly two thirds of New Zealanders having used them in the past 12 months.
  • Satisfaction with motor vehicle services was 77%, above the average of 68% and performance was well above average on four of the six drivers of satisfaction.
  • Performance on 'it's an example of good value for tax dollars spent' was well below average.
  • Although satisfaction with contact methods was high, more New Zealanders said they would prefer to contact motor vehicle services on the telephone or online than actually did so.

Introduction

Kiwis Count is the first all-of-government survey to ask New Zealanders about their perceptions and experiences of public services.

Kiwis Count prompted New Zealanders about their experiences with a list of 42 services which broadly represented services provided by central and local government, tertiary education institutions and kindergartens. These services were categorised into nine service groupings. This factsheet sets out some key information for the motor vehicle service grouping.

The motor vehicle service grouping consists of one set of services from the Kiwis Count list: 'a driver licence, registering a vehicle or changing ownership of a vehicle'.

Motor vehicle services were the most commonly used of all the services listed in the Kiwis Count survey, with 64% of New Zealanders having used these in the past 12 months.

Who's using motor vehicle services?

New Zealanders using motor vehicle services were considerably more likely to be male (60% compared with 40% female). They were slightly more likely to be under 30 years old (24% compared with a survey average of 21%) and slightly more likely to be New Zealand European or Māori. A higher proportion had only secondary education qualifications (32% compared with 25%) and a lower proportion had a degree (16% compared with a survey average of 24%). New Zealanders using these services were less likely to have incomes of below $15,000 per annum (17% compared with a survey average of 25%) and more likely to have incomes of between $30,000 and $50,000 (30% compared with 23%).

Why are they using motor vehicle services?

New Zealanders were asked why they had contacted motor vehicle services. Most had contacted them to either 'use a specific service' (45%) or to 'apply for or request a specific service' (44%).

New Zealanders using motor vehicle services were much more likely to have done so because they felt it was a government requirement rather than through choice: 74% compared with a survey average of 32%. Only 11% had chosen to use this service grouping, compared with 51% on average. For the survey as a whole, New Zealanders who had used a service because they felt it was a government requirement were less likely to be satisfied overall and were less likely to agree that it was an example of good value for tax dollars spent.

How are they contacting motor vehicle services?

Most New Zealanders using motor vehicle services contacted them by visiting an office or location: 69%, higher than the survey average of 47%. The second most common contact method was receiving a letter (16%). Only 7% contacted them by calling on the telephone, considerably less than the survey average of 24%, and 4% contacted them by visiting a website.

Over three-quarters of New Zealanders using motor vehicle services were satisfied with the contact method they had used: 76% compared with a survey average of 70%. Only 3% were dissatisfied, the smallest proportion of all the service groupings. For the survey as a whole, 'visiting an office or location' had the second highest satisfaction rating for contacting services, after 'receiving an email'.

When asked how they would prefer to contact motor vehicle services, only 50% of New Zealanders who had contacted them said they would prefer to visit an office or location, less than the 69% who actually did so. 11% said they would prefer to use the telephone. 13% said they would prefer to use a website, compared with 4% who actually did so. Although no one had contacted motor vehicle services using email, 6% said that they would prefer to use email to contact them.

Motor vehicle services were rated higher than average for accessibility: 85% of those using motor vehicle services felt they were easy to access on their most recent service experience, compared with a survey average of 74%.

Performance against the drivers

New Zealanders were asked about satisfaction with their most recent service experience. 77% of those whose most recent service experience was using motor vehicle services were satisfied, higher than the survey average of 68%.

Kiwis Count measured satisfaction in relation to the six main 'drivers', or factors, which influence New Zealanders' satisfaction with public services. The results were broken down into the nine service groupings. The following graph shows average satisfaction and satisfaction for motor vehicle services.

'Staff were competent' had the highest rating at 84%. Compared with other service groupings, motor vehicle services had the joint highest rating

on 'you were treated fairly' and had the second highest ratings for: 'the service experience met your expectations', 'staff were competent', and 'staff kept their promises'. Performance was just above average for 'you feel your individual circumstances were taken into account' and was 17 percentage points below average on 'it's an example of good value for tax dollars spent'.

Performance against the drivers of satisfaction for most recent service experience

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Conclusions

Motor vehicle services performed above average for satisfaction overall and had high ratings for four of the six drivers of satisfaction. However performance was well below average on 'it's an example of good value for tax dollars spent'. Although satisfaction with contact methods was high, it seems that some New Zealanders may prefer to use other methods to contact motor vehicle services, in particular telephone and online services.

For more information

See the SSC website:

publicservice.govt.nz/kiwis-count-research-survey

or email:

newzealanders.experience@publicservice.govt.nz

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