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

Key Facts

  • Overall satisfaction with passports and citizenship services was above average.
  • However, performance on the drivers of satisfaction was very mixed. This service grouping scored well on 'staff were competent' and 'staff kept their promises', while performance on 'it's an example of good value for tax dollars spent' was the lowest against any driver for all the service groupings.
  • New Zealanders using passports and citizenship services felt they were easy to access but a relatively high percentage were neutral about the contact method they had used.

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 passports and citizenship grouping.

Below are the services included in this grouping along with the percentage of New Zealanders who had used them in the past 12 months.

Service

%

A passport

20

Registering a birth, death or marriage

8

Citizenship

5

A visa or permit to work in New Zealand

3

The most commonly used service was passports, with one fifth of New Zealanders having used this service. The other services in this grouping had been used by relatively few New Zealanders.

Who's using passports and citizenship services?

New Zealanders using passports and citizenship services were more likely to be aged between 30 and 44 (40% compared with a survey average of 31%) and were less likely to be over 65. A relatively high proportion were of Asian ethnicity (20% compared with an average of 10%). New Zealanders using this service grouping were more likely to have a degree (32% compared with 24%) and use of this service rose with income: 35% had an income of $50,001 or more compared with a survey average of 25%.

Why are they using passports and citizenship services?

New Zealanders were asked why they had contacted passports and citizenship services. Nearly two thirds made contact to 'apply for or request a specific service', much higher than the survey average of 24%. Other common reasons were to 'use a specific service' (17%) and to 'get information' (12%). Far fewer contacted these services to 'get help or advice with a problem' than the survey average (9% compared with 25%).

New Zealanders using passports and citizenship services were much more likely to have done so because they felt it was a government requirement rather than through choice: 60% compared with 32% on average. Only 14% had chosen to use these services, compared with 51% on average.

How are they contacting passports and citizenship services?

New Zealanders used a wide range of methods to contact passports and citizenship services. The four main contact methods were visiting an office or location (29%), sending a letter (28%), calling on the telephone (21%) or receiving a letter (18%). 10% used a website to contact these services, which was higher than the average of 4%. Although only 2% sent or received emails, 12% said that this was their preferred contact method for this service grouping.

Just under two thirds of New Zealanders using passports and citizenship were satisfied with the contact method they had used, below the survey average of 70%. A quarter were neutral, the highest proportion of all the service groupings.

Passports and citizenship services were rated higher than average for accessibility: 77% of New Zealanders felt they were easy to access, compared with a survey average of 74%.

Performance against the drivers

New Zealanders were asked about satisfaction with their most recent service experience. 72% of those whose most recent service experience was using passports and citizenship 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 table shows average satisfaction and satisfaction for passports and citizenship services.

Passports and citizenship services performed best on 'staff were competent' and 'staff kept their promises'. This service grouping also performed above average on 'the service met your expectations', the most important driver. However, performance was below average on three of the drivers. Only 20% of New Zealanders agreed that passports and citizenship services were 'an example of good value for tax dollars spent', 35 percentage points below the average and the lowest rating of any driver for all the service groupings. This service grouping was also below average for 'you were treated fairly' and 'your individual circumstances were taken into account'.

Performance against the drivers of satisfaction for most recent service experience

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Conclusions

Performance overall for passports and citizenship services was above average, however there is considerable variation in performance between the six drivers of satisfaction.

This service grouping performed above average for 'the service met your expectations' and also on the two drivers relating directly to staff performance: 'staff were competent' and 'staff kept their promises'. Performance was below average on the two drivers which relate to how New Zealanders feel they were treated: 'you were treated fairly' and 'you feel your individual circumstances were taken into account'.

It is also clear that New Zealanders do not feel this service grouping provides good value for tax dollars spent. Satisfaction with contact methods is also mixed. This service grouping was rated above average for ease of access, but below average for satisfaction with contact method used and with a relatively high proportion of neutral responses.

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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