Archived Result 10 measurements (Archived)

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The Government announced in January 2018 that the Better Public Services programme would not continue in this form. These pages have been archived.

Quarterly Measures - for July-September 2016

*Agency*	*Service*	*Jul-Sep 2015*	*Apr-Jun 2016*	*Jul-Sep 2016*
*Department of Conservation*	*Book Department of Conservation Asset*	*30.4%*	*24.6%*	*29.8%*
*NZ Customs Service*	*SmartGate*	*51.9%*	*61.1%*	*60.6%*
*Ministry of Business, Innovation & Employment (Immigration NZ)*	*Apply for Visa*	*20.6%*	*21.1%*	*30.0%*
*New Zealand Transport Agency*	*Pay for Vehicle Licence*	*32.9%*	*36.7%*	*36.6%*
*New Zealand Police*	*Pay for Fine*	*56.4%*	*60.9%*	*62.8%*
*Inland Revenue*	*File an Individual Tax Return*	*84.4%*	*87.7%*	*86.9%*
	*Pay Individual Tax*	*86.0%*	*84.1%*	*89.4%*
	*Apply for an IRD Number*	*20.9%*	*26.7%*	*26.3%*
*Ministry of Social Development*	*Apply for Financial Assistance (1)*	*39.7%*	*46.8%*	*47.9%*
*Department of Internal Affairs*	*Renew Adult Passport (2)*	*43.7%*	*47.1%*	*48.8%*
*TOTAL AVERAGE PERCENTAGE FOR THE QUARTER*		*46.7%*	*52.2%*	*51.9%*

(1) A change in reporting methodology for the transaction Apply for Financial Assistance came into effect during October-December 2013. It resulted in a decrease in the digital uptake of this transaction across all periods.

(2) The figures shown for Renew Adult Passport are estimated.

Quarterly Measures - for April-June 2016

*Agency*	*Service*	*Apr-Jun 2015*	*Jan-Mar 2016*	*Apr-Jun 2016*
*Department of Conservation*	*Book Department of Conservation Asset*	*23.3%*	*40.8%*	*24.6%*
*NZ Customs Service*	*SmartGate*	*54.6%*	*57.2%*	*61.1%*
*Ministry of Business, Innovation & Employment (Immigration NZ)*	*Apply for Visa*	*9.2%*	*20.4%*	*21.1%*
*New Zealand Transport Agency*	*Pay for Vehicle Licence*	*34.9%*	*32.6%*	*36.7%*
*New Zealand Police*	*Pay for Fine*	*54.9%*	*59.3%*	*60.9%*
*Inland Revenue*	*File an Individual Tax Return*	*91.3%*	*94.3%*	*87.7%*
	*Pay Individual Tax*	*80.3%*	*83.7%*	*84.1%*
	*Apply for an IRD Number*	*21.5%*	*24.0%*	*26.7%*
*Ministry of Social Development*	*Apply for Financial Assistance (1)*	*37.8%*	*60.9%*	*46.8%*
*Department of Internal Affairs*	*Renew Adult Passport (2)*	*45.0%*	*48.9%*	*47.1%*
*TOTAL AVERAGE PERCENTAGE FOR THE QUARTER*		*45.3%*	*52.2%*	*49.7%*

(2) The figures shown for Renew Adult Passport are estimated.

Quarterly Measures - for January-March 2016

*Agency*	*Service*	*Apr-Jun 2015*	*Jan-Mar 2016*	*Apr-Jun 2016*
*Department of Conservation*	*Book Department of Conservation Asset*	*23.3%*	*40.8%*	*24.6%*
*NZ Customs Service*	*SmartGate*	*54.6%*	*57.2%*	*61.1%*
*Ministry of Business, Innovation & Employment (Immigration NZ)*	*Apply for Visa*	*9.2%*	*20.4%*	*21.1%*
*New Zealand Transport Agency*	*Pay for Vehicle Licence*	*34.9%*	*32.6%*	*36.7%*
*New Zealand Police*	*Pay for Fine*	*54.9%*	*59.3%*	*60.9%*
*Inland Revenue*	*File an Individual Tax Return*	*91.3%*	*94.3%*	*87.7%*
	*Pay Individual Tax*	*80.3%*	*83.7%*	*84.1%*
	*Apply for an IRD Number*	*21.5%*	*24.0%*	*26.7%*
*Ministry of Social Development*	*Apply for Financial Assistance (1)*	*37.8%*	*60.9%*	*46.8%*
*Department of Internal Affairs*	*Renew Adult Passport (2)*	*45.0%*	*48.9%*	*47.1%*
*TOTAL AVERAGE PERCENTAGE FOR THE QUARTER*		*45.3%*	*52.2%*	*49.7%*

(2) The figures shown for Renew Adult Passport are estimated.

Quarterly Measures - for October-December 2015

*Agency*	*Service*	*Oct-Dec 2014*	*Jul-Sep 2015*	*Oct-Dec 2015*
*Department of Conservation*	*Book Department of Conservation Asset*	*51.9%*	*30.4%*	*58.5%*
*NZ Customs Service*	*SmartGate*	*53.2%*	*51.9%*	*55.1%*
*Ministry of Business, Innovation & Employment (Immigration NZ)*	*Apply for Visa*	*7.7%*	*20.6%*	*20.2%*
*New Zealand Transport Agency*	*Pay for Vehicle Licence*	*27.2%*	*32.9%*	*32.8%*
*New Zealand Police*	*Pay for Fine*	*52.1%*	*56.4%*	*58.1%*
*Inland Revenue*	*File an Individual Tax Return*	*91.1%*	*84.4%*	*91.4%*
	*Pay Individual Tax*	*87.9%*	*86.0%*	*90.9%*
	*Apply for an IRD Number*	*0.0%*	*20.9%*	*21.5%*
*Ministry of Social Development*	*Apply for Financial Assistance (1)*	*52.0%*	*39.7%*	*55.9%*
*Department of Internal Affairs*	*Renew Adult Passport (2)*	*40.3%*	*43.7%*	*44.7%*
*TOTAL AVERAGE PERCENTAGE FOR THE QUARTER*		*46.3%*	*46.7%*	*52.9%*

(2) The figures shown for Renew Adult Passport are estimated.

Quarterly Measures - for July-September 2015

Agency	Service	July- Sept 2014	April-June 2015	July- Sept 2015
Department of Conservation	Book Department of Conservation asset	26.0%	23.3%	30.4%
NZ Customs Service	SmartGate departures and arrivals	49.8%	54.6%	51.9%
Ministry of Business Innovation & Employment (Immigration New Zealand)	Apply for visa	12.2%	9.2%	20.6%
New Zealand Transport Agency	Pay for Vehicle Licence	27.2%	34.9%	32.9%
New Zealand Police	Pay for fine on time	49.1%	54.9%	56.4%
Inland Revenue	File an Individual Tax Return	80.5%	91.3%	84.4%
	Pay Individual Tax	81.0%	80.3%	86.0%
	Apply for an IRD Number	0.0%	21.5%	20.9%
Ministry of Social Development	Apply for Financial Assistance (1)	37.4%	37.8%	39.7%
Department of Internal Affairs	Renew adult passport ⁽²⁾	40.6%	45.0%	43.7%
TOTAL AVERAGE PERCENTAGE FOR THE QUARTER		40.4%	45.3%	46.7%

(2) The figures shown for Renew Adult Passport are estimated.

About these figures

Progress towards the target has now been measured for thirteen quarters and started with a base figure of 29.9 per cent in June 2012.

The result for the July to September 2015 quarter shows that an average of 46.7 per cent of all transactions measured was completed digitally during the quarter. This is:

6.3 percentage points (or 15%) up on the comparable quarter of July to September 2014 (40.4% digital uptake). All ten of the indicator transactions showed increases on this comparable quarter .
1.4 percentage points up on the previous quarter (45.3% digital uptake in April to June 2015). Five transactions showed increases on that quarter, the biggest decrease for File an Individual Tax Return (IR) which is a seasonal influence.

Quarterly Measures - for April-June 2015

Agency	Service	Apr-Jun 2014	Jan-Mar 2015	Apr-Jun 2015
Department of Conservation	Book Department of Conservation asset	23.5%	39.6%	23.3%
NZ Customs Service	SmartGate departures and arrivals	52.4%	52.8%	54.6%
Ministry of Business Innovation & Employment (Immigration New Zealand)	Apply for visa	8.8%	7.1%	9.2%
New Zealand Transport Agency	Pay for Vehicle Licence	26.2%	29.8%	29.8%
New Zealand Police	Pay for fine on time	48.6%	54.0%	54.9%
Inland Revenue	File an Individual Tax Return	87.5%	92.7%	91.3%
	Pay Individual Tax	69.5%	79.1%	80.3%
	Apply for an IRD Number	0.0%	1.2%	21.5%
Ministry of Social Development	Apply for Financial Assistance (1)	37.4%	57.4%	37.8%
Department of Internal Affairs	Renew adult passport ⁽²⁾	39.4%	44.0%	45.0%
TOTAL AVERAGE PERCENTAGE FOR THE QUARTER		39.3%	45.8%	45.3%

(2) The figures shown for Renew Adult Passport are estimated.

About these figures

Progress towards the target has now been measured for twelve quarters and started with a base figure of 29.9 per cent in June 2012.

The result for the April to June 2015 quarter shows that an average of 45.3 per cent of all transactions measured was completed digitally during the quarter. This is:

6.0 percentage points up on the comparable quarter of April to June 2014 (39.3%). Nine transactions showed increases on that quarter, with one slightly decreasing.
0.5 percentage points down on the previous quarter (45.8 in Jan-Mar 2015). The two biggest decreases were for 'Booking a DOC Asset' (seasonal variation – bookings usually are made months ahead, ie entering Winter); and ‘Apply for Financial Assistance’ (a return to normal from the traditional March quarter spike of students applying for their allowance). Seven of the ten transactions showed an increase in digital uptake from the March 2015 quarter.

Quarterly Measures - for January-March 2015

Agency	Service	Jan-Mar 2014	Oct-Dec 2014	Jan-Mar 2015
NZ Customs Service	SmartGate departures and arrivals	48.0%	53.2%	52.8%
Department of Internal Affairs	Renew adult passport ⁽¹⁾	38.1%	40.3%	44.0%
Ministry of Business Innovation & Employment (Immigration New Zealand)	Apply for visa	10.3%	7.7%	7.1%
Department of Conservation	Book Department of Conservation asset	30.7%	51.9%	39.6%
New Zealand Police	Pay for fine on time	46.8%	52.1%	54.0%
New Zealand Transport Agency	Pay for Vehicle Licence	25.8%	27.2%	29.8%
Inland Revenue	Apply for an IRD Number	0.0%	0.0 %	1.2%
	File an Individual Tax Return	91.7%	91.1%	92.7%
	Pay Individual Tax	72.2%	87.9%	79.1%
Ministry of Social Development	Apply for Financial Assistance (2)	56.2%	52.0%	57.4%
TOTAL AVERAGE PERCENTAGE FOR THE QUARTER		42.0%	46.3%	45.8%

(1) The figures shown for Renew Adult Passport are an estimate only.

(2) The indicator transaction Apply for Financial Assistance has had a change in reporting methodology which came into effect during the October-December 2013. The methodology change resulted in a decrease in the digital uptake of this transaction across all periods

Quarterly Measures - for October-December 2014

Agency	Service	Apr-Jun 2014	Jul-Sep 2014	Oct-Dec 2014
NZ Customs Service	SmartGate departures and arrivals	52.4%	49.8%	53.2%
Department of Internal Affairs	Renew adult passport ⁽¹⁾	39.3%	40.6%	40.3%
Ministry of Business Innovation & Employment (Immigration New Zealand)	Apply for visa	8.8%	13.5%	7.7%
Department of Conservation	Book Department of Conservation asset	23.5%	26.0%	51.9%
New Zealand Police	Pay for fine on time	48.6%	49.1%	52.1%
New Zealand Transport Agency	Pay for Vehicle Licence	26.2%	27.2%	27.2%
Inland Revenue	Apply for an IRD Number	0.0%	0.0 %	0.0%
	File an Individual Tax Return	87.5%	80.5%	91.1%
	Pay Individual Tax	69.5%	81.0%	87.9%
Ministry of Social Development	Apply for Financial Assistance	37.4%	37.4%	52.0%
TOTAL AVERAGE PERCENTAGE FOR THE QUARTER		39.3%	40.5%	46.3%

_{(1) The figures shown for Renew Adult Passport are an estimate only.}

The Result 10 measure gauges the overall transition of government transactions to the digital environment by measuring the progress of ten indicator transactions across eight agencies. These are regular, high-volume transactional services expected to have consistent levels of demand over the five year period. Information is collected quarterly from Department of Internal Affairs (DIA), New Zealand Police, New Zealand Customs Service, Inland Revenue (IR), Ministry of Social Development (MSD), Department of Conservation (DOC), Ministry of Business, Innovation and Employment (MBIE) (Immigration) and New Zealand Transport Agency (NZTA).

Note: ‘Apply for IRD Number’ currently shows zero percentage digital uptake. This service is not currently available online. Inland Revenue is working with other agencies on a secure combined approach to online authentication and verification issues (including the confidentiality of IRD numbers).

The October to December 2014 figures are the second quarter results in the third year of measuring progress towards Result 10 target measurement.
This quarter an average of 46.3% of New Zealanders chose to transact with government digitally. This is:

3.5 percentage points above the October-December 2013 quarter
5.8 percentage points above the July-September 2014 quarter

Some highlights from this quarter include:

Book Department of Conservation asset: Overall visitors to the DOC website (link to www.doc.govt.nz) have continued to grow over the past year, increasing from 7.4 million in 2013 to 9.1 million in 2014 – an increase of 24%. This continues a trend of similar growth over the past few years. DOC is currently working on a refresh to further improve this site, which is due to launch in early 2015.
Online Passport Renewal Service (Department of Internal Affairs): Online passport renewals continued to generate great feedback over the busy holiday period like:
“Hi just wanted to say that the service from the passport office had been fantastic. I was in a bit of a panic with some last minute business travel and an expired passport just before Christmas, but rang your helpdesk and was reassured that it would be done in time. I submitted the application online at 5 pm on 23 December, and my new passport was completed by 2pm on the 24th. Less than one working day! Thanks so much for the great service.”
Smartgate arrivals and depatures (New Zealand Customs Service): During this period SmartGate was also enabled for eligible Canadian passport holders. This change was formally announced by the Minister of Customs on 10 December.

Quarterly Measures - for July-September 2014

Agency	Service	Jan-Mar 2014	Apr-Jun 2014	Jul-Sep 2014
NZ Customs Service	SmartGate departures and arrivals	48.0%	52.4%	49.8%
Department of Internal Affairs	Renew adult passport ⁽¹⁾	38.1%	39.3%	40.6%
Ministry of Business Innovation & Employment (Immigration New Zealand)	Apply for visa	10.3%	8.8%	13.5%
Department of Conservation	Book Department of Conservation asset	30.7%	23.5%	26.0%
New Zealand Police	Pay for fine on time	46.8%	48.6%	49.1%
New Zealand Transport Agency	Pay for Vehicle Licence	25.8%	26.2%	27.2%
Inland Revenue	Apply for an IRD Number	0.0%	0.0 %	0.0%
	File an Individual Tax Return	91.7%	87.5%	80.5%
	Pay Individual Tax	72.2%	69.5%	81.0%
Ministry of Social Development	Apply for Financial Assistance	56.2%	37.4%	37.4%
TOTAL AVERAGE PERCENTAGE FOR THE QUARTER		42.0%	39.3%	40.5%

_{(1) The figures shown for Renew Adult Passport are an estimate only.}

The July to September 2014 figures are the first quarter results in the third year of measuring progress towards Result 10 target measurement.
This quarter an average of 40.5% of New Zealanders chose to transact with government digitally. This is:

2.5 percentage points above the July-September 2013 quarter
1.2 percentage points above the April-June 2014 quarter

The July to September 2014 figures are for the first quarter of the third year of measuring progress towards Result 10 Target Measurement.

Some highlights from this quarter include:

Smartgate arrivals and departures (New Zealand Customs Service): The annual international passenger survey run by Customs shows a statistically significant difference in satisfaction between SmartGate passengers and those who are processed manually: 92% overall satisfaction for the first group compared to 87% for the latter. Several people commented on how New Zealand’s immigration process is relatively smooth compared to other countries.
Apply for financial assistance (MSD): In August a direct link to the Careers New Zealand CV Builder was added to the Self Service Kiosk homepage. This tool makes it easier for clients who don’t have personal access to the internet to:
- create and maintain a CV in a personal online account
- send their CV via a built-in email facility to apply for jobs
- meet their obligations to have an up-to-date CV.

Since adding the direct link to the CV Builder tool, traffic from the kiosks to the Careers NZ website has increased by over 50%.

Quarterly Measures - for April- June 2014

*Agency*	*Service*	*Apr-Jun 2013*	*Jan-Mar 2014*	*Apr-Jun 2014*
*Department of Conservation*	*Book Department of Conservation Asset*	*20.9%*	*30.7%*	*23.5%*
*NZ Customs Service*	*SmartGate*	*45.9%*	*48.0%*	*52.4%*
*Ministry of Business, Innovation & Employment (Immigration NZ)*	*Apply for Visa*	*8.7%*	*10.3%*	*8.8%*
*New Zealand Transport Agency*	*Pay for Vehicle Licence*	*24.2%*	*25.8%*	*26.2%*
*New Zealand Police*	*Pay for Fine*	*42.0%*	*46.8%*	*48.6%*
*Inland Revenue*	*File an Individual Tax Return*	*84.2%*	*91.7%*	*87.5%*
	*Pay Individual Tax*	*64.3%*	*72.2%*	*69.5%*
	*Apply for an IRD Number*	*0.0%*	*0.0%*	*0.0%*
*Ministry of Social Development*	*Apply for Financial Assistance (1)*	*39.1%*	*56.2%*	*37.4%*
*Department of Internal Affairs*	*Renew Adult Passport (2)*	*33.2%*	*38.1%*	*39.4%*
*TOTAL AVERAGE PERCENTAGE FOR THE QUARTER*		*36.2%*	*42.0%*	*39.3%*

(2) The figures shown for Renew Adult Passport are estimated.

Quarterly Measures - for January-March 2014

Latest results: July 2012 - March 2014 (last sevenquarters) .xlsx (17kb)**

**This file is in Microsoft Excel 2010 (.xlsx) format. If you do not have access to Excel 2010 you may use the Excel file viewer to view, print and export the contents of this file.

Agency	Service	Jan-Mar 2013	Oct-Dec 2013	Jan-Mar 2014
NZ Customs Service	SmartGate departures and arrivals	42.7%	47.5%	48.0%
Department of Internal Affairs	Renew adult passport ⁽¹⁾	35.2%	33.0%	38.1%
Ministry of Business Innovation & Employment (Immigration New Zealand)	Apply for visa	9.9%	6.7%	10.3%
Department of Conservation	Book Department of Conservation asset	34.6%	44.1%	30.7%
New Zealand Police	Pay for fine on time	39.6%	44.6%	46.8%
New Zealand Transport Agency	Pay for Vehicle Licence	20.1%	24.1%	25.8%
Inland Revenue	Apply for an IRD Number	0.0%	0.0 %	0.0%
	File an Individual Tax Return	93.0%	89.1%	91.7%
	Pay Individual Tax	67.3%	84.1%	72.2%
Ministry of Social Development	Apply for Financial Assistance	67.7%	61.1%	56.2%
TOTAL AVERAGE PERCENTAGE FOR THE QUARTER		41.0%	43.4%	42.0%

_{(1) The figures shown for Renew Adult Passport are an estimate only.}

Line graph tracing Result 10 achievement from September 2012 to December 2013, against 2017 target.

Note ‘Apply for IRD Number’ currently shows zero percentage digital uptake. This service is not currently available online. Inland Revenue is working with other agencies on a secure combined approach to online authentication and verification issues (including the confidentiality of IRD numbers).

For the January to March 2014 quarter, there is a 42.0% average digital uptake of the selected bundle of services. This is:

1.0% above the Jan-Mar 2013 Quarter.
1.4% below the Oct-Dec 2013 Quarter.

The January to March 2014 figures are for the third quarter of the second year of measuring progress towards Result 10 Target Measurement.

Quarterly Measures - for October-December 2013

Agency	Service	Uptake
NZ Customs Service	SmartGate departures and arrivals	47.5%
Department of Internal Affairs	Renew adult passport	33.0%
Ministry of Business Innovation & Employment (Immigration New Zealand)	Apply for visa	6.7%
Department of Conservation	Book Department of Conservation asset	44.1%
New Zealand Police	Pay for fine on time	44.6%
New Zealand Transport Agency	Pay for Vehicle Licence	24.1%
Inland Revenue	Apply for an IRD Number	0.0 %
	File an Individual Tax Return	89.1%
	Pay Individual Tax	84.1%
Ministry of Social Development	Apply for Financial Assistance	61.1%
TOTAL AVERAGE PERCENTAGE FOR THE SECOND QUARTER		43.4%

The Result 10 measure gauges the overall transition of government transactions to the digital environment by measuring the progress of ten indicator transactions across eight agencies. These are regular, high-volume transactional services expected to have consistent levels of demand over the five year period. Information is collected quarterly from Department of Internal Affairs (DIA), New Zealand Police, New Zealand Customs Service, Inland Revenue, Ministry of Social Development (MSD), Department of Conservation (DOC), Ministry of Business, Innovation and Employment (MBIE) (Immigration) and New Zealand Transport Agency (NZTA).

Note ‘Apply for IRD Number’ currently shows zero percentage digital uptake. This service is not currently available online, pending resolving authentication and verification issues (including the confidentiality of IRD numbers). Inland Revenue is working with other agencies on a secure combined approach to online authentication.

Line graph tracing Result 10 achievement from September 2012 to December 2013, against 2017 target.

What happened in the Second Quarter of FY13/14

For the December 2013 quarter, there is a 43.4% average digital uptake of the selected bundle of services. This is:

4.8% above the December 2012 Quarter.
4.6% above the September 2013 Quarter.

The October to December 2013 figures are for the second quarter of the second year of measuring progress towards Result 10 Target Measurement.

New Zealand Customs Service

Transaction: SmartGate – Arriving and Departing Passengers

Digital uptake of the service for period Oct-Dec 2013: 47.5%

Implementation

SmartGate is an automated passenger clearance system for New Zealand and Australian passport holders arriving at, and leaving, major international airports in New Zealand and arriving at Australia’s international airports. It delivers a smoother experience at the border for International travellers and efficiency gains for the Customs Service.

Recent Progress

In October, Customs reduced the minimum age for using SmartGate from 16 to 12. Since then, a weekly average of 670 eligible passengers in the new age group used SmartGate. Other initiatives driving uptake include improvements in biometric and gate performance and encouraging repeat use.

This has paid off, with 120,000 more travellers using SmartGate in the December 2013 quarter compared to the same period in 2012. On average, more than 60,000 people a week choose it. SmartGate was introduced in 2009 and since its roll out in Auckland, Wellington and Christchurch has been used by 7.5 million passenger movements.

A new, streamlined Departure Card is now in use at New Zealand’s international airports, thanks to collaboration by Statistics New Zealand, MBIE-Immigration and Customs. This is expected to improving the passenger experience and help SmartGate uptake.

Future improvements

Customs and Airport staff will encourage family groups to be processed through the SmartGate precinct in a trail at Auckland and Christchurch Airports. Eligible family members will use SmartGate, while non-eligible family members will be processed at the SmartGate referrals desk adjacent to the gate. Customs staff will monitor uptake.

Customs will focus on improving passenger experience and uptake and organisational efficiency.

As the number of eligible electronic passports increases, the benefits of SmartGate, SmartGate Plus, and the Departure Information Project are also expected to increase.
SmartGate arrivals could also be opened up to US and UK passport holders.

Link for further information

http://www.customs.govt.nz/features/smartgate/usingsmartgate/Pages/default.aspx

Department of Internal Affairs

Transaction: Renew Adult Passport

Digital uptake of the service for period Oct-Dec 2013: 33.4%

Implementation

The easiest way to renew a New Zealand passport is to do it online, from anywhere in the world. There is zero need to print forms, use snail mail or visit a Passport Office. New Zealand is the first and only country in the world to make this possible. DIA launched the service in November 2012.

Recent Progress

Having almost reached the first full-year target within 6 months, uptake plateaued somewhat. Focus has been on the last phase of Passport System Redevelopment Project in November 2013. The next enhancement to the online service – the photo checker tool – advanced well and was ready for deployment in January 2014.

Future improvements

The new photo checker tool enables customers and professional photographers to check whether their photo complies with the rules before they send their application. DIA made this enhancement available in January, and the success rate for successful first-time photo uploads has seen a significant improvement. Photo frustrations have been one of the most quoted reasons for difficulty of submission, so DIA anticipates uptake will start moving upward again.

Link for further information

http://www.passports.govt.nz/Adult-passport-renewal---form

Ministry of Business, Innovation and Employment – Immigration New Zealand

Transaction: Apply for visa

This includes all applicants for temporary entry class visas and residence visas but excludes those for refugee and protection category visas

Digital uptake of the service for period Oct-Dec 2013: 6.7%

Implementation

Note about seasonal shifts

Quarterly peaks and troughs are more obvious with visa applications received electronically because we measure just a few visa types, a small percentage of the total number of applications. For example student visas – available electronically – produce peaks in applications linked to the start of school and university terms. Many Working Holiday Scheme visas are limited to a certain quota and reach that limit within a very short time (sometimes minutes).
Usually we receive more applications – both paper and electronic – in the summer months, and less in the winter.

Progress in the last reporting period

The new Student Visa online application project has completed development and testing is now under way. Deployment and business readiness planning has started.
There was a decline in the number of digital visa applications in the December quarter, due to the cyclical nature of Student Visas.

Plans for the next reporting period

Staff training for the new Student Visa forms will be underway.
The Work visa and the Visitor visa digital applications are currently in design stage and due to enter development in March. Delivery of these digital visa applications is expected in November 2014.

Link for further information

http://www.immigration.govt.nz/

Department of Conservation

Transaction: Book Department of Conservation Asset

DOC offers online bookings for most of its recreation facilities – including Great Walks huts and campsites; many conservation campsites, backcountry huts, lodges, cabins and other accommodation; recreational hunting/fishing permits; and summer visitor programmes.

Digital uptake of the service for period Oct-Dec 2013: 44.1%

Implementation

Website visitors access the booking system from a prominent button on the homepage and from recreation pages throughout the DOC website.

Progress in the last reporting period

DOC is upgrading its online asset booking system to deliver an easier and more efficient experience for customers.
DOC staff began to use the new system, called i-Bex, to manage bookings for a range of DOC huts and campsites over the 2013/14 summer holiday season. The busy December booking period was used as a trial for the new tool. No significant issues were reported.

Plans for the next reporting periods

The new system will go live for the public in the next quarter
DOC will gradually add additional huts and campsites to the new booking system.

Link for further information

https://booking.doc.govt.nz/

New Zealand Police

Transaction: Pay for Fine

This includes all infringements that are paid on time directly to the Police. This excludes all infringements that are forwarded to the Ministry of Justice for collection.

Digital uptake of the service for period Oct-Dec 2013: 44.6%

Implementation

New Zealand Police offers an online payment system for paying infringement fees. People can access this from a link at the top of the navigation panel on the main Police webpage (“Do it online now – Pay a ticket/infringement fee”). People can pay by Internet Banking or Credit Card. All infringement and subsequent reminder notices advise that the payments can be made electronically via the website.

Progress in the last reporting period

There was an increase in the number of people using the digital transaction. Non-digital payment channels (across a counter or by mail) continue to track downwards.

Link for further information

https://www.police.govt.nz/service/road/infringements.html

New Zealand Transport Agency

Transaction: Pay for Vehicle Licence

Digital uptake of the service for period Jul-Sept 2013: 24.8%

Implementation

The NZ Transport Agency makes it easy for customers to comply with regulations and do more transactions online. There is a clear ‘Relicence (rego) my vehicle’ button on the front page of the Transport Agency website.

Link for further information

www.nzta.govt.nz/transact

Inland Revenue Department

Transaction: Pay individual tax

Digital uptake of the service for period Oct-Dec 2013: 84.1%

Implementation

Inland Revenue is improving ways for customers to pay individual tax electronically, and removing barriers to paying online. This includes:

Giving customers options to pay via online banking and by debit and credit cards
Providing clearer information and secure personal access through Inland Revenue’s website
Promotion to customers of digital payments by Inland Revenue staff and agents.

Progress in the last reporting period

Digital tax payments reached 84% this quarter, with over 19,000 more payments made digitally than in the same quarter last year.
A new business-to-business digital channel created for tax return intermediaries is enabling them do more for their customers online, and helping their clients get tax refunds faster.

Plans for the next reporting period

Further steps in the process to align timing for receipt of cheque and digital payments, to encourage more electronic tax payments by removing the current financial benefit some customers gain by paying by cheque.
Continued promotion of improvements to Inland Revenue's digital services including myIR

Transaction: File individual tax return

Digital uptake of the service for period Oct-Dec 2013: 89.1%

Implementation

Inland Revenue uses a range of activities to promote online filing and help customers file tax returns electronically. These include:

Making secure online services (MyIR) as easy as possible to use.
Highlighting online services in Inland Revenue web and print publications, paid advertising and text messages.
Community-based staff and partner organisations demonstrating online filing to customers and working with tax agents to encourage online filing of individual returns. One example of this is the New Zealand Government Office in Christchurch (YouTube).
Contact centre staff advising callers about the benefits of online filing and how to do it.

Progress in the last reporting period

Nearly 90% of individual tax returns were filed digitally in this quarter. Improvements to myIR, Inland Revenue’s secure online service continued, making it faster and easier for customers to complete returns online without clicking between screens and sites. More than 1.7 million New Zealanders are now registered for myIR.

Plans for the next reporting period

Inland Revenue is looking at options for making myIR online registration faster and easier, by replacing a phone call needed to activate the account with a more accessible authentication process. Filing tax returns through mobile devices is also being explored.

Transaction: Apply for an IRD number

Digital uptake of the service for period Oct-Dec 2013: 0%

Currently individuals can't apply online for an IRD number (although companies can receive IRD numbers online via the Companies Office) so this is a significant stretch target.

Implementation

Inland Revenue is exploring options for applying for IRD numbers digitally. This is part of Inland Revenue’s overall transformation programme. Identity verification, security and confidentiality issues need to be resolved before a secure digital application process can be designed and implemented.

Progress in the last reporting period

Concepts for digital registration for new immigrants were tested in December with people holding work, student, permanent and working holiday visas. Customers found the digital service prototypes easy to use, and were positive about how integrating Immigration NZ and Inland Revenue services to provide IRD numbers at the border would minimise difficulties new arrivals face. The research also showed:

If initial service is digital, customers expect subsequent services to be digital
It’s important to provide only necessary information at each step - no more than the customer needs to understand their next action
Government’s services are trusted by customers so government digital services are also trusted
Digital services are more effective when tailored to the customer’s particular needs..

Plans for the next reporting period

Inland Revenue and Immigration New Zealand expect to complete the business case, with a preferred digital service option for IRD number applications alongside visa applications, by April 2014. Implementation is likely to be in early 2016.

Link for further information

http://www.ird.govt.nz

Ministry of Social Development

Transaction: Apply for Financial Assistance (for example, benefits)

This includes applications for financial assistance through Work and Income, StudyLink and Senior Services.

Digital uptake of the service for period Oct-Dec 2013: 61.10%
NB: Welfare Reform changes came into effect on 15 July 2013. DIA has not yet assessed how this affects the Result 10 Target Measurement.

Progress in the last reporting period

In December, Work and Income launched the first phase of My Account enhancements, offering the RealMe service for clients to:

change address and accommodation costs
change bank account details
declare income earned
report job search
stop receiving any Work and Income payments
apply for financial assistance
check eligibility with an online calculator.

Building on those improvements, work started on the second phase of My Account enhancements with RealMe services.

In November, StudyLink refreshed its website to make commonly used pages easier to find and to make it easier for students to successfully login. Also during this quarter, StudyLink approved a Business Case for design and development of a mobile view of ‘MyStudyLink’.

MSD also initiated planning for enhancements for the self-service kiosks.

Plans for the next reporting period

MSD will work on enhancements to the self-service kiosks.
StudyLink will deliver the mobile view of ‘MyStudyLink’.

Quarterly Measures - for July-September 2013
(Quarter One - published December 2013)

Agency	Service	Uptake
NZ Customs Service	SmartGate departures and arrivals	45.6%
Department of Internal Affairs	Renew adult passport	31.4%
Ministry of Business Innovation & Employment (Immigration New Zealand)	Apply for visa	11.5%
Department of Conservation	Book Department of Conservation asset	27.9%
New Zealand Police	Pay for fine on time	42.2%
New Zealand Transport Agency	Pay for Vehicle Licence	24.8%
Inland Revenue	Apply for an IRD Number	0.0 %
	File an Individual Tax Return	77.9%
	Pay Individual Tax	75.1%
Ministry of Social Development	Apply for Financial Assistance	51.3%
TOTAL AVERAGE PERCENTAGE FOR THE FIRST QUARTER		38.8%

The Result 10 measure gauges the overall transition of government transactions to the digital environment by measuring the progress of ten indicator transactions across eight agencies. These are regular, high-volume transactional services expected to have consistent levels of demand over the five year period. Information is collected quarterly from Department of Internal Affairs (DIA), New Zealand Police, New Zealand Customs Service, Inland Revenue, Ministry of Social Development (MSD), Department of Conservation (DOC), Ministry of Business, Innovation and Employment (MBIE) (Immigration) and New Zealand Transport Agency (NZTA).

Line graph tracing Result 10 achievement from September 2012 to September 2013, against 2017 target.

What happened in the First Quarter

The July to September 2013 figures are for the first quarter of the second year of measuring progress towards Result 10 Target Measurement.

For this quarter, there is a 38.8% average digital uptake of the selected bundle of services. This is:

6.4% above the September 2012 Quarter.
1.9% above the June 2013 Quarter.

The increases reflect a combination of a real advance in digital uptake and the seasonal change anticipated for this time of year.

New Zealand Customs Service

Transaction: SmartGate – Arriving and Departing Passengers

Digital uptake of the service for period Jul-Sep 2013: 45.6%

Implementation

Recent Progress

On average more than 60,000 people a week choose the SmartGate automated passenger processing system. The September 2013 Quarter saw 100,000 more travellers using SmartGate compared to the same quarter in 2012. Customs expects to exceed the seven million passenger milestone before the end of 2013.

The number of arriving and departing passengers choosing to use SmartGate continued to grow. In the September 2013 Quarter:

Arrivals: 419,413 passengers used SmartGate. This is 66.7% of all passengers eligible to use SmartGate and a slight decline of 0.2 percentage points over June 2013.
Departures: 377,103 passengers used SmartGate. This is 59.7% of all passengers eligible to use SmartGate and a growth of 4.3 percentage points over June 2013.

Customs has extended SmartGate departures to ePassport holders from the United Kingdom and the United States.

Future improvements

Customs is considering opening SmartGate to other nationalities and further reducing the age of eligibility.
Customs trialled the next-generation SmartGate Plus prototype between June and October in Air New Zealand’s premier departure area at Auckland International Airport. SmartGate Plus used face-on-the-fly technology to photograph the passenger as they approach the scanner and matches it to the photo in their passport, eliminating the kiosk and ticket part of the current process. The entire one-step process takes around nine seconds. Customs is developing a business case to implement the pilot, however no timeframe has been set.

Link for further information

http://www.customs.govt.nz/features/smartgate/usingsmartgate/Pages/default.aspx

Department of Internal Affairs

Transaction: Renew Adult Passport

Digital uptake of the service for period Jul-Sept 2013: 31.4%

Implementation

Recent Progress

The online service continues to be positively received:

The September 2013 Quarter saw nearly 34,000 adults renew their passport online.
In the eleven months since the service was launched, almost 112,000 New Zealand adults across the globe have been issued a passport after using the online renewal service.

Future improvements

From February 2014, there will be a new tool that delivers instant feedback on the suitability of digital photos of applicants.
To help New Zealanders save time and money, DIA plans to enable online passport renewal applicants to establish a verified RealMe account during their passport application process.

Link for further information

http://www.passports.govt.nz/Adult-passport-renewal---form

Ministry of Business, Innovation and Employment – Immigration New Zealand

Transaction: Apply for visa

This includes all applicants for temporary entry class visas and residence visas but excludes those for refugee and protection category visas

Digital uptake of the service for period Jul-Sept 2013: 11.5%

Implementation

The percentage digital has increased from 8.73% in the June 2013 Quarter to 11.49% for the September Quarter. This represents the seasonal nature of online visa applications.

Note about seasonal shifts

Quarterly peaks and troughs are more obvious with visa applications received electronically because we are measuring just a few visa types, only a small percentage of the total number of applications. For example student visas – available electronically – produce peaks in applications linked to the start of school and university terms. Many Working Holiday Scheme visas are limited to a certain quota and reach that limit within a very short time (sometimes minutes).
Usually we receive more applications – both paper and electronic – in the summer months, and less in the winter.

Recent progress

Immigration New Zealand has built the first Student Online form and is now working on temporary work forms. Student Online offers a number of benefits to both education providers and students; for example, students can have their applications processed within 48 hours, and education providers gain greater control over applications and are better able to meet pastoral care requirements.

Future improvements

Research into usability of the Student Online application is scheduled for early 2014. Immigration is also testing related business processes including identity and biometric requirements, and migrating around 45 million identities into the Immigration Global Management System.

MBIE expects overall digital uptake to increase progressively from the middle of 2014. This is slightly later than originally expected because (as previously reported), deployment of MBIE’s new IT infrastructure meant a timing shift for ‘go live’ with online products from late 2013 into 2014.

Link for further information

http://www.immigration.govt.nz/

Department of Conservation

Transaction: Book Department of Conservation Asset

This includes all individual bookings for Department of Conservation recreational assets, such as huts, Great Walks, campsites and permits.

Digital uptake of the service for period Jul-Sept 2013: 27.9%

Over the July to September quarter the following project milestones have been achieved:

Implementation

DOC offers online bookings for most of its recreation facilities – including Great Walks huts and campsites; many conservation campsites, backcountry huts, lodges, cabins and other accommodation; recreational hunting/fishing permits; and summer visitor programmes.
Website visitors access the booking system from a prominent button on the homepage and from recreation pages throughout the DOC website. DOC has a work programme in place to make it easier for people to do business with DOC online.

Recent Progress

DOC is upgrading its online booking system to deliver an easier and more efficient experience for customers booking DOC recreation online.
The new system now offers online bookings for nine campgrounds not previously bookable online.
The upgrade will also improve back-end management of bookings.

Future improvements

The new booking system will make it easier for other parties – including travel agents and travel booking websites – to sell DOC recreation experiences in the future.This means customers will be able to make bookings in the way that best suits them; whether that’s through selected online booking sites, travel agents, tourism operators, DOC visitor centres, or independently on the DOC website.
In coming months DOC plans to add further assets (eg, campsites, huts etc) to the new booking system.

Link for further information

https://booking.doc.govt.nz/

New Zealand Police

Transaction: Pay for Fine

This includes all infringements that are paid on time directly to the Police. This excludes all infringements that are forwarded to the Ministry of Justice for collection.

Digital uptake of the service for period Jul-Sept 2013: 42.2%

Increase in digital uptake from last quarter: 0.2%.

Implementation

Link for further information

https://www.police.govt.nz/service/road/infringements.html

New Zealand Transport Agency

Transaction: Pay for Vehicle Licence

Digital uptake of the service for period Jul-Sept 2013: 24.8%

The percentage of people paying for their vehicle licence online shows only a marginal (0.6%) quarterly increase, the actual number of payments for vehicle licences increased by 21,000. Also, the percentage of digital transactions has almost doubled from the June 2012 baseline of 13.1%.

Implementation

Recent progress

The NZ Transport Agency website has a new home page with increased visibility of the pay vehicle licence transaction. The Transport Agency’s refocus on the needs of customers has driven development of a new ‘plug and play’ core payment service to manage online transactions. What this means:

Old way: a customer wanting to pay online (for example) for rego renewal, road user charges, and toll charges had to make three individual transactions, requiring filling in the online form three times, making three payments, and getting frustrated. The regulations compelled the Transport Agency to do it this way
New way: (assuming recommendations are accepted by Cabinet) a customer wanting to pay online for multiple products can pull them all together into a single payment experience – similar to what might happen with a retail website where the customer adds multiple products to an online shopping cart and pays once.

Future improvements

The Transport Agency is working on new ways to ensure people make payments on time and encourage uptake of digital self service through better customer experience. These include new smarter portals, and more digital channel choice via smartphones and other mobile devices.

Link for further information

www.nzta.govt.nz/transact

Inland Revenue Department

Transaction: Pay individual tax

Digital uptake of the service for period Jul-Sept 2013: 75.1%

This represents a rise of almost ten percentage points from the June Quarter percentage of 64.3%, and is 3.3 percentage points above the same quarter last year.

Implementation

Inland Revenue is improving ways for customers to pay individual tax electronically, and removing barriers to paying online. This includes:

Giving customers options to pay via online banking and by debit and credit cards
Providing clearer information and secure personal access through Inland Revenue’s website
Promotion to customers of digital payments by Inland Revenue staff and agents.

Future improvements

Timing for receipt of cheque and digital payments will be aligned, to remove a "3 days grace" benefit customers gained by paying by cheque, and encourage further electronic payments.
Further activities within the integrated payment plan to increase electronic uptake, and continued promotion of Inland Revenue's digital services.

Transaction: File individual tax return

Digital uptake of the service for period Jul-Sept 2013: 77.9%

The seasonal variation of income tax returns, produced a slightly reduced percentage for digital filing in the September Quarter compared to the June Quarter. However:

Digital filing increased almost five percentage points compared to the September 2012 Quarter.

Implementation

Inland Revenue uses a range of activities to promote online filing and help customers file tax returns electronically. These include:

Making secure online services (MyIR) as easy as possible to use.
Highlighting online services in Inland Revenue web and print publications, paid advertising and text messages.
Community-based staff and partner organisations demonstrating online filing to customers and working with tax agents to encourage online filing of individual returns.
Contact centre staff advising callers about the benefits of online filing and how to do it.

Recent Progress

Inland Revenue staff continued to promote digital services to customers through a range of channels, including via the New Zealand Government office in Christchurch. 1.6 million New Zealanders are now registered to use myIR secure online services and tools.

Future improvements

A planned redesign of the Inland Revenue website in 2014 will improve the user-friendliness and make it easier for customers to find relevant information and digital tools.

Transaction: Apply for an IRD number

Digital uptake of the service for period Jul-Sept 2013: 0%

Currently individuals can't apply online for an IRD number (although companies can receive IRD numbers online via the Companies Office) so this is a significant stretch target.

Implementation

Recent progress

Since July 2013, 93% of parents registering the birth of their child have opted to apply for an IRD number for the child at the same time, saving new parents hours of time and effort. An IRD number is needed to apply for Working for Families, open a KiwiSaver or bank account for the baby, or manage child support arrangements. While applications are currently paper-based they pave the way for a future digital service.

Future improvements

Inland Revenue and Immigration New Zealand are exploring design options for issuing IRD numbers digitally as part of the process when people enter the country, re-using verified identity information from MBIE’s new Immigration Global Management System. The two agencies expect to complete a business case with a preferred option by April 2014, and a digital solution for applying for IRD numbers may be available by early 2016.

Link for further information

http://www.ird.govt.nz

Ministry of Social Development

Transaction: Apply for Financial Assistance (for example, benefits)

This includes applications for financial assistance through Work and Income, StudyLink and Senior Services.

Digital uptake of the service for period Apr-Jun 2013: 51.3%
NB: Welfare Reform changes came into effect on 15 July 2013. DIA has not yet assessed how this affects the Result 10 Target Measurement.

Recent progress

Across the Ministry, investment continued to improve online information security, and self-service kiosks were rolled out to all sites.
StudyLink began website enhancements that include an interactive online account and a tool for applying online.

Future improvements

Work and Income will continue work to add new services to My Account
StudyLink plans to make more online services available via mobile devices.

Links for further information

Quarterly Measures - for April-June 2013

Agency	Service	Apr-Jun 2012	Jan-Mar 2013	Apr-Jun 2013
*Department of Conservation*	*Book Department of Conservation Asset*	*n/a*	*34.6%*	*20.9%*
*NZ Customs Service*	*SmartGate*	*n/a*	*42.7%*	*45.9%*
*Ministry of Business, Innovation & Employment (Immigration NZ)*	*Apply for Visa*	*n/a*	*9.9%*	*8.7%*
*New Zealand Transport Agency*	*Pay for Vehicle Licence*	*n/a*	*20.1%*	*24.2%*
*New Zealand Police*	*Pay for Fine*	*n/a*	*39.6%*	*42.0%*
*Inland Revenue*	*File an Individual Tax Return*	*n/a*	*93.0%*	*84.2%*
	*Pay Individual Tax*	*n/a*	*67.3%*	*64.3%*
	*Apply for an IRD Number*	*n/a*	*0.0%*	*0.0%*
*Ministry of Social Development*	*Apply for Financial Assistance*	*n/a*	*62.0%*	*39.1%*
*Department of Internal Affairs*	*Renew Adult Passport (1)*	*n/a*	*35.2%*	*33.2%*
*TOTAL AVERAGE PERCENTAGE FOR THE QUARTER*		*n/a*	*40.4%*	*36.2%*

(1) The figures shown for Renew Adult Passport are estimated.

Quarterly Measures - for January-March 2013
(Quarter Three - published July 2013)

Agency	Service	Uptake
NZ Customs Service	SmartGate departures and arrivals	42.7%
Department of Internal Affairs	Renew adult passport	35.2%
Ministry of Business Innovation & Employment (Immigration New Zealand)	Apply for visa	9.9%
Department of Conservation	Book Department of Conservation asset	34.6%
New Zealand Police	Pay for fine on time	39.6%
New Zealand Transport Agency	Pay for Vehicle Licence	20.1%
Inland Revenue	Apply for an IRD Number	0.0 %
	File an Individual Tax Return	93.0%
	Pay Individual Tax	67.3%
Ministry of Social Development	Apply for Financial Assistance	67.7%
TOTAL AVERAGE PERCENTAGE FOR QUARTER THREE		41.0%

The Result 10 measure gauges the overall transition of government transactions to the digital environment by measuring the progress of 10 ‘indicator’ transactions across eight agencies. These are regular, high-volume transactional services expected to have consistent levels of demand over the five year period. Information is collected quarterly from Department of Internal Affairs (DIA), New Zealand Police, New Zealand Customs Service, Inland Revenue (IR), Ministry of Social Development (MSD), Department of Conservation (DOC), Ministry of Business, Innovation and Employment (MBIE) (Immigration) and New Zealand Transport Agency (NZTA).

Bar graph comparing Result 10 measurement baseline with current achievement for the quarter January- 2012 1ith the previous quarter July-September 2012, and with the baseline

What happened in the Third Quarter

Digital uptake of the selected bundle of services rose from an average of 38.6% in the December quarter to an average of 41% in the March quarter. This continues an upward trend from the baseline average (established in June 2012) of 29.9%.

All agencies have made progress since the baseline measure, with most of the transactions trending upwards in this quarter. Worth mentioning are:

Helping customers help themselves: The New Zealand Government Office opened in Christchurch in February. This cross-agency office in Sydenham gives access to a range of direct and online services from MSD and IR. Self-service work stations[1] are now up and running – customers can look up information and complete simple online transactions themselves. Office staff support customers, especially people unused to technology, to navigate systems and gain confidence in using online government services. From day one customers began registering for MyIR online services and/or making applications to MSD.
Identity verification: MSD began work to encourage use of the Department’s igovt Identity Verification Service to positively authenticate customers' identities online. This project will gain leverage from the igovt Logon Service. As at 31 March, more than 206,000 igovt logins were linked to StudyLink’s Student Allowance and Loan system.
Website improvements: A number of agencies have reported on website upgrades during the quarter, improving usability, and increasing the capability of agencies to deliver better service (eg, web analytics to understand customer behaviour). Agencies are planning further website and mobile technology upgrades to encourage online transactions and remove administrative barriers that prevent or slow online payment uptake.

Other recent progress sets the scene for Result 10 dividends in the future. For example, from July this year, IR and the DIA will enable parents to apply for an IRD number for their child and register the birth at the same time in the same process. While paper-based initially, it's a foundation for future digital service, with IR and MBIE considering whether IRD numbers could be issued digitally as part of immigration management when people enter the country.

Of course, seasonal fluctuations in customer behaviour should be expected, and this is evident in the quarterly figures from IR and DOC. There was the usual seasonal drop in online payments of individual tax, with digital payments down from 81.2% in the December quarter to 67.3% in this quarter. Still, this March quarter figure is 4.6% higher than the same quarter last year. There was also a dip in bookings for DOC recreational assets such as huts, Great Walks, campsites and permits. Some DOC assets are only bookable online and more people use them in summer, so after the usual Spring spike (from 22.8% to 42.1%), bookings have settled back down to 34.6% in the March quarter.

Note that ‘Apply for IRD Number’ shows a 0% digital uptake as this service is not currently available online, pending resolving authentication and verification issues (including the confidentiality of IRD numbers). Inland Revenue is working with other agencies on a secure combined approach to online authentication.

[1] Note that self-service workstations went live on 10 May.

New Zealand Customs Service

Transaction: SmartGate – Arriving and Departing Passengers

Digital uptake of the service: 42.7%

How is it being implemented?

SmartGate is an automated passenger clearance system for New Zealand and Australian passport holders arriving at, and leaving, major international airports in New Zealand and arriving at Australia’s international airports. SmartGate responds to the Government’s wish to provide a better, smoother experience for travellers and helps make processing international travellers at the border more effective and efficient.

Recent Progress

SmartGate is now well established, with continuing growth in the number of arriving and departing passengers using SmartGate at New Zealand’s three main airports. In March 2013:

Arrivals: 118,431 passengers used SmartGate, representing growth of 22.8% over the March 2012.
Departures: 105,967 passengers used SmartGate; this represented a growth of 18.5% over March 2012.

Future Plans

New Zealand Customs Service is developing innovations including pilot testing a SmartGate process that does not require a kiosk transaction. The agency is working with Statistics New Zealand and Immigration to streamline paper-based requirements ahead of plans to fully automate the departure information collection process. An enhanced Departure Card is on schedule for release in the middle of 2013.

Promotion of SmartGate will be maintained as the number of passengers with an electronic passport increases. New Zealand Customs Service will focus on continuous improvement in passenger experience and uptake, organisational efficiency and risk management.

Link for further information

http://www.customs.govt.nz/features/smartgate/usingsmartgate/Pages/default.aspx

Department of Internal Affairs

Transaction: Renew Adult Passport

Digital uptake of the service: 35.2%

How is it being implemented?

The Department of Internal Affairs is developing new systems and processes to issue passports as part of its Passport Redevelopment Programme, which aims to improve passport security and service to the public in a more cost effective manner.

Recent Progress

In November 2012, the Department launched the new online passport renewal service which enables the majority of adult New Zealanders who have previously been issued with a passport to apply for their new passport online. The fee for the new service is lower than that for paper-based applications.

The reporting period – to the end of March 2013 – captures three full months of the new online service. Over this period approximately 35% of adults receiving a renewed passport had applied using the online service. This equates to over 31,000 individual passports.

Future plans

The Department will continue to fine tune the operation of the new online service, and to promote its use.

Link for further information

http://www.passports.govt.nz/Adult-passport-renewal---form

Ministry of Business, Innovation and Employment – Immigration New Zealand

Transaction: Apply for visa

This includes all applications for temporary entry class visas and residence visas but excludes refugee and protection category visas

Digital uptake of the service: 9.9%

How is it being implemented?

Visa applications received electronically are limited to just a few types, and consequently represent only a small percentage of the total number of applications received. Quarterly fluctuations (eg student visas peak before university or school terms) can therefore appear greater.

Recent progress

The 'percentage digital' has increased from 6.9% in the previous quarter to 9.9% this quarter. This was to be expected due mainly to the seasonal nature of online visa applications.

Immigration New Zealand (INZ) is implementing the Immigration Global Management System Project for a modern, fit-for-purpose immigration system that utilises online technology to its fullest. The new system will roll out progressively from 2013, and 70 per cent of visa applications will be done online by 2017.

Customers will be able to apply online, upload documents, communicate with INZ and get one-stop-shop access to immigration services.
For employers, education providers and other immigration partners, it means faster and cost-effective processing.
INZ will have a better way of working that is streamlined, efficient and responsive to customers’ needs and government priorities.

Future plans

The Ministry's range of online products will increase during the last quarter of 2013, to include visa applications for Student and Temporary Work. This development is expected to increase the overall digital uptake progressively from the first quarter of 2014.

Link for further information

http://www.immigration.govt.nz/

Department of Conservation

Transaction: Book Department of Conservation Asset

This includes all individual bookings for Department of Conservation recreational assets, such as huts, Great Walks, campsites and permits.

Digital uptake of the service: 34.6%

How is it being implemented?

DOC is implementing several projects to improve its online service offering. The key project relating to bookable assets is ‘Book and pay for facilities and experiences online’. A number of DOC assets are already bookable online, including some huts and campsites.

Recent Progress

A proposed new booking system is expected to increase the number of bookable assets; add to the online locations where the bookings can occur; and improve the user experience. A vendor has been selected for the system and a business case for implementation is being made. A decision on proceeding with this project is expected before the end of July.

Future Plans

DOC will continue with its marketing activities to promote online bookings of DOC assets. This will include promotion of Great Walks through a campaign in partnership with Air New Zealand, and of DOC huts through a recently announced partnership with Dulux.

Link for further information

http://www.doc.govt.nz/parks-and-recreation/places-to-stay/backcountry-huts-by-region/

New Zealand Police

Transaction: Pay for Fine

This includes all infringements that are paid on time directly to the Police. This excludes all infringements that are forwarded to the Ministry of Justice for collection.

Digital uptake of the service: 39.6%

How is it being implemented?

Credit Card Payments can be made directly through the Police web site [embedded URL: https://www.paymentsonline.co.nz/OnlinePaymentServlet?cd_community=NZPolice&cd_currency=NZD&cd_supplier_business=NZPolice ]. The site provides details of how to pay via internet banking services on the Infringements web page. All infringement and subsequent reminder notices advise that the payments can be made electronically via the website.

Recent Progress

The uptake in use of the digital channel saw a quarterly increase from 33.9% to 39.6%.

Future plans

Electronically delivered infringement notices are being upgraded to specify that the fine can be paid through Internet Banking.

Link for further information

https://www.police.govt.nz/service/road/infringements.html

New Zealand Transport Agency

Transaction: Pay for Vehicle Licence

Digital uptake of the service: 20.1%

How is it being implemented?

The NZ Transport Agency (NZTA) is committed to making it easy for customers to comply with regulations and is encouraging them to do more transactions online. The agency recently surveyed customers to establish the issues in online transactions and what could be done to improve its service.

Recent progress

There was a small upward nudge in this quarter of 1.4 percentage points, but NZTA fully expects the proportion of people paying for a Vehicle Licence online to move beyond that as a result of campaigning to promote the online payment option, including via the 90,000 vehicle licensing reminders posted to customers each week and advertising on the government website (http://newzealand.govt.nz/). Web analytics have enabled NZTA to analyse how customers use the website and where they drop out. This is especially important if they drop out before completing a transaction.

Future plans

There will no longer be a maximum purchase limit of $1000 for Road User Charges. NZTA customers said in an online survey and in face-to-face meetings that the limit of $1000 was inconvenient and sometimes required multiple transactions to purchase the amount they wanted.

Other NZTA initiatives to lift online uptake include future participation in the NZ Post YouPost pilot, advertising content on http://newzealand.govt.nz and addressing online usability for customers.

Link for further information

https://transact.nzta.govt.nz/transactions/RenewVehicleLicence/entry.aspx

Inland Revenue Department

Transaction: Pay individual tax

Digital uptake of the service: 67.3%

How is it being implemented?

Inland Revenue is continuing to improve ways for customers to pay individual tax electronically, and to remove any barriers to paying online. This includes:

giving customers options to pay via online banking and by debit and credit cards
providing clearer information and secure personal access through IR’s website.

Recent Progress

While there was an expected seasonal drop in online payments of individual tax this quarter (down from 81.2% in the December quarter to 67.3% in this period), digital payments overall continued to grow, with an increase of 4.6 percentage points on January-March 2012. Year-to-date, online payments are 72.3% of all individual tax payments
Work started on aligning cheque and electronic payment processes to eliminate a current benefit for customers using cheques and encourage further digital payment
Online, direct mail and targeted text message campaigns continued to encourage customers to use online payment channels.

Future plans

A new eAlerts service, which contacts customers electronically with reminders about tax payments and confirms online transactions, is scheduled to go live. While eAlerts are currently for business customers filing GST through myIR secure online services (and therefore not captured in this measure), they may extend to individual customers in future, providing certainty that will encourage more online payments.
Continued promotion of the mobile web application, Voice ID and secure online services.

Transaction: File individual tax return

Digital uptake of the service: 93.0%

How is it being implemented?

Inland Revenue uses a range of activities to promote online filing and help customers file tax returns electronically. These include:

Making secure online services as easy as possible to use.
Highlighting online services in IR's web and print publications, paid advertising and text messages.
Community-based staff and partner organisations demonstrating online filing to customers and working with tax agents to encourage online filing of individual returns.
Contact centre staff advising callers about the benefits of online filing and how to do it.

Recent Progress

Taxpayers are embracing the convenience of e-filing, with 93% of individual tax returns being filed electronically this quarter. The year-to-date digital percentage is 82.3%, exceeding last year’s total.
The New Zealand Government Office opened in Christchurch in February. From day one, customers began registering for MyIR online services.

Future plans

At the New Zealand Government Office in Christchurch, self-service work stations went live on 10 May, enabling customers to look up information and complete simple online transactions themselves.
Staff will continue to demonstrate online applications, and work with tax agents to promote e-filing among agents’ clients.
Inland Revenue will continue to improve processes for the MyIR secure website to make registration easier.
Inland Revenue will continue its marketing campaigns, direct emails and text alerts.

Transaction: Apply for an IRD number

Digital uptake of the service: 0%

How is it being implemented?

Currently individuals cannot apply online for an IRD number (although companies can receive IRD numbers online via the Companies Office) so this is a significant stretch target. Options for applying for IRD numbers digitally are being explored as part of Inland Revenue’s overall transformation programme. Identity verification, security and confidentiality issues need to be resolved before a secure digital application process can be designed and implemented.

Recent progress

Inland Revenue and the Department of Internal Affairs have progressed plans to enable parents to apply for their child’s IRD number when they register the birth. While paper-based, this process is the foundation for future digital service, and removes the need for parents to make a separate application for children's IRD numbers. It is expected to start in July 2013.
The departments exchanged some births information to support Child Support reforms, by identifying parentage for dependent children and allocating IRD numbers for children who don’t yet have them.
Inland Revenue started discussions with Ministry of Business, Innovation and Employment (Immigration) to consider whether IRD numbers could be issued digitally in future as part of immigration management when people enter the country.

Future plans

Inland Revenue, DIA and MBIE will test options for issuing IRD numbers digitally as part of future digital processes for birth registration and immigration, and start to scope the work required.

Link for further information

http://www.ird.govt.nz

Ministry of Social Development

Transaction: Apply for Financial Assistance (for example, benefits)

This includes applications for financial assistance through Work and Income, StudyLink and Senior Services.

Digital uptake of the service: 67.7%

How is it being implemented?

Work and Income customers can check their eligibility for financial assistance online and submit an online application, finding a job and declaring their income.
StudyLink tools help students understand and calculate their cost of living, their possible rate of Student Allowance and IR Student Loan repayments.
Senior Services has an interactive online application form, an online directory of SuperGold card concessions and discounts and a question tool.

Links for further information

Recent Progress

The Ministry in general has continued investment to improve the security of online information, along with work to re-establish self-service workstations in frontline sites. The New Zealand Government Office opened in Christchurch in February, and from day one customers were completing applications to MSD.

Work and Income continued work to add new services to My Account and embarked on project planning to use the igovt Identity Verification System (a Department of Internal Affairs product) to authenticate customers' identities in the online environment.
StudyLink hasan online services strategy in development. It ran an email campaign in early January to promote use of igovt logons and encourage prompt applications for student support. By 31 March, more than 206,000 igovt logins had been linked to StudyLink’s Student Allowance and Loan system. It has promoted online channels through social media channels such as Twitter and refined the StudyLink website for clarity and prominence of news.
In Senior Services, development of new web forms and an online ‘ask a question’ function [embedded URL http://msdsupport.custhelp.com/app/answers/list] continued. In February, Senior Services launched the online SuperGold business directory with enhanced functionality, and promoted it in an email newsletter to 127,000 clients.

Future plans

The New Zealand Government office in Sydenham, Christchurch, gives access to a range of direct and online services from MSD and IR. Self-service work stations became operational on 10 May, enabling customers to look up information and complete simple online transactions themselves. The initiative aims to encourage use of online channels and provide meet-and-greet assistance to help customers self-manage their interactions with government in future.

After pilot testing, the Ministry plans a national rollout of self-service workstations across Ministry sites. There will be continued investment in improving the security of online information.

Work and Income willcontinue work on new services for My Account and progress a business case to use igovt for identity verification.
StudyLink isfinalising its online services strategy. Meantime, it will promote online channels through email and social media. The Ministry is also developing infrastructure to build mobile applications for use by clients or MSD staff assisting clients. This is subject to funding and approval of a business case, due for finalisation in June 2013. Support for adoption of the igovt login will continue, and clients will be alerted when the igovt Identity Verification System rebrands as RealMe in partnership with New Zealand Post (expected in July 2013).

Senior Services istesting the new web form and ‘ask a question’ functionality in the light of security assessments, and will implement the solution following successful testing. Work with Work and Income on shared system improvements (such as My account and igovt IVS) will continue.

See What has happened for New Zealanders

Quarterly Measures - for October-December 2012
(published March 2013)

Agency	Uptake
NZ Customs Service SmartGate departures and arrivals	40.6%
Department of Internal Affairs Renew adult passport	12.5%
Ministry of Business Innovation & Employment (Immigration New Zealand) Apply for visa	6.9%
Department of Conservation Book Department of Conservation asset	48.1%
New Zealand Police Pay for fine on time	33.9%
New Zealand Transport Agency Pay for Vehicle Licence	18.6 %
Inland Revenue Apply for an IRD Number	0.0 %
File an Individual Tax Return	87.4 %
Pay Individual Tax	81.2%
Ministry of Social Development Apply for Financial Assistance	56.7%
TOTAL PERCENTAGE	38.6 %

What the Data Tells Us

Positive progress has been made by the eight agencies participating in Result 10 particularly with Internal Affairs’ online renewal of adult passports. Introduced in November 2012, the
Department launched the new online passport renewal service. Although this reporting period only captures a snapshot of the first eight weeks of service, during this period approximately 13 per cent of adults receiving a renewed passport applied using the new online service.

The quarter’s result also reflects seasonal fluctuations. These include:

More bookings in the months leading up to summer for a DOC asset such as popular campsites and the Great Walks. These assets are better used in summer and some of them are only bookable online, so online bookings increased in the lead up to, and during, the busy summer season.

Visa applications received electronically are more sensitive to quarterly fluctuations. This is because electronic applications are limited to a few visa types (eg student visas that peak before university or school terms). These visa types represent only a small percentage of the total number of applications received, and any variance appears greater.

Note that ‘Apply for IRD Number’ shows a 0% digital uptake as this service is not currently available online, pending resolving authentication and verification issues (including the confidentiality of IRD numbers). Inland Revenue is working with other agencies on a secure combined approach to online authentication.

Bar graph comparing Result 10 measurement baseline with current achievement for the quarter October-December 2012 1ith the previous quarter July-September 2012, and with the baseline

What has happened for New Zealanders

New Zealand Customs Service

What is the transaction?

SmartGate – Arriving and Departing Passengers

What is the digital uptake of the service?

40.6%

How is it being implemented?

SmartGate is an automated passenger clearance system that is available to eligible Australian and New Zealand passport holders arriving at, and leaving, major international airports in New Zealand and arriving at Australia’s eight international airports.

SmartGate is a response to the Government’s wish to provide a better, smoother experience for travellers and is seen as helping make processing international travellers at the border more effective and efficient.

Recent Progress

SmartGate automated passenger processing system is now well established at New Zealand’s three main airports.

In December 2012, 117,000 passengers used SmartGate on arriving in New Zealand.

Future Plans

Testing and implementation of enhancements and technical upgrades to the system that will provide increased coverage and new innovations. There will also be focus on continuous improvement in terms of passenger experience and uptake, organisational efficiency and risk management. Promotion of SmartGate will be maintained as the number of passengers with an electronic passport increases.

Link for further information

http://www.customs.govt.nz/features/smartgate/usingsmartgate/Pages/default.aspx

Department of Internal Affairs

What is the transaction?

Renew Adult Passport

What is the digital uptake of the service?

12.5%

How is it being implemented?

The Department of Internal Affairs is currently developing new systems and processes to issue passports as part of its Passport Redevelopment Programme. This programme has been running over a number of years with the aim of improving passport security and providing better service to the public in a more cost effective manner.
During this quarter, the Department introduced a service allowing most New Zealand adults to renew their passports online.

Recent Progress

The reporting period – to the end of December 2012 – only captures a snapshot of the first eight weeks of the new service. In this period, approximately 13% of adults receiving a renewed passport had applied using the new online service.

Future plans

In the next few months, the Department will continue to promote the service and refine its operation.

Link for further information

http://www.passports.govt.nz/Adult-passport-renewal---form

Ministry of Business, Innovation and Employment – Immigration New Zealand

What is the transaction?

Apply for visa – includes all applications for temporary entry class visas and residence visas but excludes refugee and protection category visas.

What is the digital uptake of the service?

6.9%

How is it being implemented?

Immigration New Zealand (INZ) plans to achieve the target through the successful implementation of the Immigration Global Management System (IGMS) Project. IGMS will implement a modern, fit-for-purpose immigration system that utilises online technology to its fullest. Customers will be able to apply online, upload documents, communicate with INZ and get a one-stop-shop access to immigration services. For INZ, it means a better way of working that is streamlined, efficient and responsive to customers’ needs and government priorities. For employers, education providers and other immigration partners, it means faster and cost-effective processing.

Progressively from 2013, IGMS will begin the rollout of the new system and 70 per cent of visa applications will be managed online by 2017.

Recent progress

The “percentage digital” has decreased from 11.1% to 6.9% during this quarter, due to the seasonal nature of online visa applications.

Visa applications received electronically are sensitive to quarterly fluctuations. This is because electronic applications are limited to a few visa types (eg student visas that peak before university or school terms). These visa types represent only a small percentage of the total number of applications received and any variance appears greater.

Future plans

The Department’s range of online products is going to increase during the last quarter of 2013. The new online products, visa applications for Student and Temporary Work, are expected to increase the overall digital uptake progressively from the first quarter of 2014.

Link for further information

http://www.immigration.govt.nz/

Department of Conservation

What is the transaction?

Book Department of Conservation Asset. Includes all individual bookings for Department of Conservation assets, such as huts, Great Walks, campsites and permits.

What is the digital uptake of the service?

48.1%

How is it being implemented?

An eServices strategy was approved in May 2012 and a business case for the eServices programme was approved in July 2012. A programme team has been formed and work is underway.

The programme is initially planned to be three years. Each year projects are decided. This year the projects underway that relate to bookable recreational assets are:

Book and pay for facilities and experiences online

Book and pay for Tongariro-Taupo fishing licences online.

Existing recreational services include National Visitor Booking and Online Hunting permits. DOC has a national emphasis on advocating the availability of the tool which drives uptake, this is already high.
Uptake targets are included in DOC’s Commercial Strategy.

Recent Progress

The project to upgrade DOC’s online booking system is underway. This is part of a wider programme of work to move a number of DOC services online and improve the user experience for existing online services.

Some DOC assets are only bookable online such as popular campsites and the Great Walks. These are better used in the summer months. This meant digital uptake was considerably higher in the quarter leading up to summer compared to the previous quarter.

Future Plans

A vendor for the new booking system will be selected and project implementation is expected to get underway.

Marketing activity will continue to promote DOC assets that can be booked online. DOC is promoting use of Great Walks through a partnership campaign with Air New Zealand. A review of DOC’s Great Walks website content and layout is planned, to ensure Great Walks are easy to find and book on the DOC website. DOC campsites are also being promoted through summer camping marketing and PR activity; this will continue through to autumn.

Link for further information

http://www.doc.govt.nz/parks-and-recreation/places-to-stay/backcountry-huts-by-region/

New Zealand Police

What is the transaction?

Pay for Fine – all infringements that are paid on time directly to the Police. This excludes all infringements that are forwarded to the Ministry of Justice for collection.

What is the digital uptake of the service?

33.9%

How is it being implemented?

Credit Card Payments can be made directly through the Police web site via https://www.paymentsonline.co.nz/OnlinePaymentServlet?cd_community=NZPolice&cd_currency=NZD&cd_supplier_business=NZPolice.

Details of how to pay via internet banking services are provided on the infringements web page. All infringement and subsequent reminder notices advise that the payments can be made electronically via the Police website.

Recent Progress

The uptake in using the digital channel has increased by 2.69% during the quarter.

Future plans

The electronically produced infringement notices are being upgraded to specify that the fine can be paid through Internet Banking.

Link for further information

https://www.police.govt.nz/service/road/infringements.html

New Zealand Transport Agency

What is the transaction?

Pay for Vehicle Licence

What is the digital uptake of the service?

18.6%

How is it being implemented?

The increase in the percentage of people paying for their vehicle licence online is predominantly driven through better publicity of that option. This is achieved through phone and mail channels. A steady improvement in the quality of the electronic channel from customer feedback is also improving uptake.

Recent progress

NZTA has continued publicity of the online option via mail and phone channels.

Future plans

NZTA has a few initiatives to lift the online uptake, including being part of the NZ Post UPost pilot, advertising banners on the govt website and addressing customer pain points for the online channel.

Link for further information

https://transact.nzta.govt.nz/transactions/RenewVehicleLicence/entry.aspx

Inland Revenue Department

What is the transaction?

Pay individual tax

What is the digital uptake of the service?

81.2 %

How is it being implemented?

Inland Revenue is continuing to improve ways for customers to pay individual tax electronically, and to remove any barriers to paying online. This includes:

giving customers options to pay via online banking and by debit and credit cards.
providing clearer information and secure personal access through IR’s website.

Recent Progress

Online payments of individual tax continued to grow, with 78,095 more electronic tax payments made in July-December 2012 than in the previous July to December.
Use of Inland Revenue’s secure online services, MyIR, increased, with a 1.38 million customer base by December 2012.
Planning to align cheque and electronic payment processes has started, so there is no added benefit for customers who pay by cheque.
Online and direct mail marketing campaigns encouraged use of online payment channels.

Future plans

Continue process of aligning cheque payments with electronic standards to encourage further electronic payments.
Targeted text message campaign to customers in February 2013, re February due date payments.
Continued promotion of Inland Revenue’s mobile web application, Voice ID and secure online services.
Inland Revenue is testing a new ‘eAlerts’ system that can contact customers electronically about tax payments and confirm use of online services. While this is initially for eGST (business) customers, eAlerts are expected to extend to individual customers in future.

What is the transaction?

File individual tax return

What is the digital uptake of the service?

87.4%

How is it being implemented?

Inland Revenue uses a range of activities to promote online filing and help customers file tax returns electronically. These include:

improving secure online services to make them as easy as possible to use.
highlighting online services on the IR website and through IR publications, paid advertising and text messages.
community-based staff and partner organisations demonstrating online filing to customers and working with tax agents to encourage online filing of individual returns.
contact centre staff advising callers about the benefits of online filing and how to access it.

Recent Progress

Numbers ofindividual tax returns filed electronically continue to increase. The percentage filed online is already 78.2%, while the total for the whole of last year was 74.8%. IR has continued to promote uptake of online filing to customers through contact centres, through community-based staff demonstrating applications and online filing, and through other targeted communication.
Text messages about filing dates due were sent to targeted customers with outstanding balances.
The launch and marketing of eGST services for business customers has increased individuals’ use of online services, as many GST customers are also individuals who realise they can access both business and personal tax services online.

Future plans

Inland Revenue will continue online and marketing campaigns, direct email and text alerts to increase electronic filing of individual tax returns.
Inland Revenue will continue to improve registration processes for the MyIR secure online site and staff will continue to demonstrate the advantages of online services and work with tax agents to promote e-filing among agents’ clients.

What is the transaction?

Apply for an IRD number

What is the digital uptake of the service?

How is it being implemented?

Inland Revenue has an overall transformation programme to update its business systems and processes, and support Result 10. As part of this, IR will examine options for applying for IRD numbers digitally.

This is a significant stretch target – currently individuals cannot apply online for an IR number (although companies can receive an IR number online via the Companies Office). Ensuring the identity of the applicant and the confidentiality of IR numbers makes transitioning to a secure online application process for individuals challenging; verification issues need to be resolved before a secure online application process can be designed and implemented.

Inland Revenue’s preferred approach is to work with other government departments that currently manage processes to establish and authenticate personal identities.

Recent progress

Inland Revenue and DIA are continuing discussions about potential options to enable a secure, combined approach to authentication. Both departments are considering options presented by Inland Revenue’s transformation initiatives, and assessing whether any policy changes would be required.
IR and DIA are progressing plans to enable people to apply for an IR number as they register a child’s birth. The departments have also exchanged some births information to support Child Support reforms by providing IRD numbers for eligible children.
Inland Revenue is planning to start discussions with the Ministry of Business, Innovation and Employment (Immigration) on potential shared authentication processes for new arrivals.

Future plans

IR, DIA and MBIE will continue discussions to test potential options and scope the work required.

Link for further information

http://www.ird.govt.nz

Ministry of Social Development

What is the transaction?

Apply for Financial Assistance (for example, benefits)

What is the digital uptake of the service?

56.7%

How is it being implemented?

Apply for financial assistance (for example, benefits) through Work and Income, StudyLink and Senior Services.

For Work and Income, this includes customers being able to check their eligibility for financial assistance online and submit an online application, finding a job and declaring their income. For StudyLink, this includes an online eligibility tool for students and other tools to help students understand and calculate their cost of living, their possible rate of Student Allowance and IR Student Loan repayments. For Senior Services, this includes an interactive online application form, a SuperGold card online directory of concessions and discounts and a question tool.

Recent Progress

MSD-wide initiatives

Investment has been made to improve the security of online information.
Approach was confirmed for automating business processes to support straight-through processing.
A business case was approved to establish self-service work stationsin frontline sites.

Work and Income

A new ‘end of school year’ online form was added to the website from October to December to enable clients to provide information about 16 to 18-year-old children's plans for school in the next school year.
Enhancements to ‘check what you might get’ were made to include information about pre-benefit activities.
A new video to explain pre-benefit activities was added to the website.
Work to add new services to My account continued.
High-level discussion initiated with the Department of Internal Affairs on the text cost of igovt second-factor authentication, identified as a barrier to future development of online services.

StudyLink

Email campaign in November encouraged students to apply immediately and apply online for 2013 student support and promoting the igovt service.
Development of business case for mobile application commenced.
Over 170,000 igovt logins created as at 31 December.

Senior Services

Development of new web forms and ‘ask a question’ tool functionality continued. The software development was completed in December.
The online SuperGold business directory’s enhanced search/production functionality successfully tested.

Future plans

MSD-wide initiatives

Continue work to establish self-service work stationsin frontline sites.
Continue to invest in improving the security of online information.
Confirm solution and deployment plan for straight-through processing.

Work and Income

Continue work to add new services to My account.
Based on agreement of igovt costs, approve business case to move to igovt.

StudyLink

Email campaign to existing clients in early January promoting the igovt logon and encouraging them to apply promptly for 2013 student support.
Continue to promote our online channels through social media.
Progress projects to enhance online FAQs and email responses.
Refine website to make transition between sections more intuitive.
Mobile application business case to be finalised.

Senior Services

Carry out testing of the new web form and ‘ask a question’ tool functionality. Implement the solution following successful testing.
Complete user testing of the SuperGold website’s enhanced search and directory production functionality prior to implementation in February.
Send an email newsletter to our clients before the end of March, advising them of the increased rates of New Zealand Superannuation from 1 April 2013 and other topics of interest to seniors, including the enhanced online SuperGold business directory.
Continue to work with Work and Income on shared system improvements, such as My account and igovt authentication.

Links for further information

http://www.workandincome.govt.nz/

http://seniors.msd.govt.nz/

http://www.studylink.govt.nz/

Quarterly Measures - for July-September 2012 (published 29 January)

Agency	Uptake
NZ Customs Service SmartGate departures and arrivals	41.9 %
Department of Internal Affairs Renew adult passport	0.2 %
Ministry of Business Innovation & Employment (Immigration New Zealand) Apply for visa	11.1 %
Department of Conservation Book Department of Conservation asset	22.8 %
New Zealand Police Pay for fine on time	31.2 %
New Zealand Transport Agency Pay for Vehicle Licence	18.1 %
Inland Revenue Apply for an IRD Number	0.0 %
File an Individual Tax Return	73.0 %
Pay Individual Tax	71.8 %
Ministry of Social Development Apply for Financial Assistance	54.1 %
TOTAL PERCENTAGE	32.4%

What the Data Tells Us

Steady progress has been made by the eight agencies participating in Result 10. In particular, use of Customs’ SmartGate automated passenger clearance system grew to over 50,000 passengers a week using this service by June 2012 – up from 30,000 a week a year earlier. The four millionth passenger used SmartGate in October 2012.

Note that ‘Apply for IRD Number’ shows a 0% digital uptake as this service is not currently available online, pending resolving authentication and verification issues (including the confidentiality of IRD numbers). Inland Revenue is working with other agencies on a secure combined approach to online authentication.

Bar graph comparing Result 10 measurement baseline with current acheivement at December 2012

What has happened for New Zealanders

NZ Customs Service

What is this transaction?

SmartGate - departures and arrivals (Australia/New Zealand)

What is the uptake for the quarter?

41.9%

How is it being implemented?

SmartGate is an automated passenger clearance system that is available to eligible Australian and New Zealand passport holders arriving at and leaving major international airports in NewZealand and arriving at Australia’s eight international airports.

SmartGate is a response for the Government’s wish to provide a better, smoother experience for travellers and is seen as helping in the drive to make processing international travellers at the border more effective and efficient.

Recent progress

Implementation of the SmartGate automated passenger processing system at New Zealand’s three main airports was completed in 2011/12 with it becoming operational for departures from Christchurch in August 2011.

The number of arriving and departing passengers choosing to use SmartGate in 2011/12 continued to grow – from approximately 30,000 passengers a week at the beginning of the period to over 55,000 a week by the end of the September quarter. SmartGate was extended to 16 and 17 year olds in early 2012. The four millionth passenger to use SmartGate did so in early October 2012.

Future plans

Testing for technical upgrades of the system that will provide ongoing continuous improvement in terms of passenger experience, uptake and organisational efficiency and risk management. Ongoing promotion of SmartGate as the number of passengers with an electronic passport increases and as the higher volume summer season approaches.

Link for further information

http://www.customs.govt.nz/features/smartgate/usingsmartgate/Pages/default.aspx

Department of Conservation

What is the transaction?

Book Department of Conservation Asset. Includes all individual bookings for Department of Conservation assets, such as huts, Great Walks, campsites and permits.

What is the progress for the quarter?

22.8%

How is it being implemented?

An eServices strategy was approved in May 2012 and business case for the eServices programme was approved in July 2012. A programme team has been formed and work is underway.

The programme is initially planned to be three years. Each year projects are decided. This year the projects underway that relate to bookable recreational assets are:

Book and pay for facilities and experiences online
Book and pay for Tongariro-Taupo fishing licences online.

Uptake targets are included in DOC’s Commercial Strategy.

Recent Progress

A programme team has been set up, governance structure is in place and the work programme has started.

Consultation has been underway with key stakeholders.

Future Plans

Develop project plans and detailed business cases for projects earmarked for Year 1.

Refine metrics for measurement.

Link for further information

http://www.doc.govt.nz/parks-and-recreation/places-to-stay/backcountry-huts-by-region/

Department of Internal Affairs

What is the transaction?

Renew Adult Passport

What is the progress for the quarter?

0.2%

How is it being implemented?

Currently, all New Zealanders applying for a passport are required to lodge their applications using paper-based forms. As part of the Passport Redevelopment Programme, the Department is planning to introduce an online passport renewal service. This service will allow the majority of adult New Zealanders who have previously been issued with a passport to apply online for their new passport.

Recent Progress

The Department continues to work on developing and planning for the implementation of the new online renewal service. This includes the successful completion of a pilot of the new service with a number of eligible Department staff.

Future plans

In the next few months the Department will continue to test the systems and plan for the implementation of the new online service. The Department is planning to launch the new service in November 2012.

Link for further information

http://www.passports.govt.nz/Adult-passport-renewal---form

New Zealand Police

What is the transaction?

Paying for Fine – all infringements that are paid on time directly to the Police. This excludes all infringements that are forwarded to the Ministry of Justice for collection.

What is the progress for the quarter?

31.2%

How is it being implemented?

Credit Card Payments can be made directly through the Police web site via https://www.paymentsonline.co.nz/OnlinePaymentServlet?cd_community=NZPolice&cd_currency=NZD&cd_supplier_business=NZPolice.

Recent Progress

The uptake in using the digital channel has increased during the quarter.

Future plans

The electronically produced infringement notices are being upgraded to specify that the fine can be paid through Internet Banking.

Link for further information

https://www.paymentsonline.co.nz/OnlinePaymentServlet?cd_community=NZPolice&cd_currency=NZD&cd_supplier_business=NZPolice

Ministry of Social Development

What is the transaction?

Apply for Financial Assistance (for example, benefits)

What is the uptake for the quarter?

54.1%

How is it being implemented?

Apply for financial assistance (for example, benefits) through Work and Income, Studylink and Senior Services.

For Work and Income, this includes customers being able to check their eligibility for financial assistance online and submit an online application, finding a job and declaring their income. For Studylink, this includes an online eligibility tool for students and a reality check tool to help students understand and calculate their cost of living, their possible rate of Student Allowance and IR Student Loan repayments. For Senior Services, this includes an interactive online application form, a SuperGold card online directory of concessions and discounts and question tool.

Recent Progress

Work and Income

The online application was enhanced to accommodate applications for Youth Payment, Young Parent Payment and Guaranteed Childcare Assistance Payment
A new Payment Card service was added to My account to enable clients to view their Payment Card balance and transaction history
Three new video clips on how to apply online, how to register for My account and how to use My account were added to the website
A project is under way to add new services to My account.

StudyLink

A mobile app for iPhone and Android operating systems was piloted
The igovt logon service was launched
The chief calls to action of the annual campaign were “apply now” and “apply online” The campaign included use of social media.

Senior Services

Enhancements to the Ask a question tool were made, including commencing development of a range of new web forms that will allow clients to advise us online of changes to their circumstances. We have also been refining the business rules and content.
E mail newsletters sent to all clients with an email address in July, August and September, covering a wide range of topics
An electronic direct marketing campaign was managed in September on behalf of Consumer Affairs to promote their Powerswitch programme to our clients. Following a physical mail-out to a targeted group of senior clients, we sent reminder emails to those in the group who had an email address in our system. We also sent regionally-targeted emails to all other seniors who had an email address. As we sent the emails on behalf of Consumer Affairs, no personal data was shared in the process. The Powerswitch campaign was very successful for Consumer Affairs. Of the 80,488 emails delivered in total, 28,909 were opened one or more times (35.9%) and 5,696 recipients clicked on one or more tracked links in the emails (7.1%).

Future plans

Work and Income

Enhance ‘Check what you might get’ to include information about pre-benefit activities (part of Welfare Reform changes)
Develop a new online video to explain pre-benefit activities
Launch new ‘End of School Year’ online form to enable clients to provide information about 16-18 year old children's plans for school next year
Continue work to add new services to My account.

StudyLink

Continue to promote online channels through social media
Continue to progress back-end projects to further enhance FAQs and email responses
Send email campaign targeting returning students, reminding them to apply online and to ensure they are aware of changes to student support from 2013
Continue to progress update to website, making transition through the website more intuitive.

Senior Services

Continue to work on the enhancements to the Ask a question tool and implementing the new web forms
Send at least one email newsletter to our clients before the end of December
Work on the development of enhanced functionality for the SuperGold directory which will allow users to build their own customised directory, based on their preferred criteria
Add a new video clip on how to apply online to the website.

Links for further information

http://www.workandincome.govt.nz/

http://www.studylink.govt.nz/

Inland Revenue Department

What is the transaction?

Pay individual tax

What is the uptake for the quarter?

71.8%

How is it being implemented?

Inland Revenue is continuing to improve ways for customers to pay individual tax electronically, and to remove any barriers to paying online. This includes

giving customers options to pay by debit and credit cards
tax payments via online banking
providing clearer information and secure personal access through Inland Revenue’s website
looking at aligning electronic and cheque payment processes
looking at options for direct debit arrangements.

Recent Progress

Customers now have the option of making electronic payments by credit card by phone, so they can easily complete their transaction in a single contact. Inland Revenue customers could already use debit and credit cards to pay via online banking, and from overseas via telegraphic transfer. Since payment by debit and credit cards was introduced in February, $1.7m has been received this way.
Inland Revenue’s secure online services have been improved and updated over past months, and were rebranded as “MyIR” in September 2012 to reflect the wider range of online services offered.
Online services are more stable and reliable, encouraging repeat visits and greater use of digital channels. By Sept 2012, more than 1.1 million customers had activated a secure online services (MyIR) account.
Inland Revenue’s mobile web app enables personal customers to use a smartphone to update their personal details, check balances and review payment dates – encouraging further channel use that will lead to increased digital payments.
Inland Revenue’s Voice ID system enables customers to activate an online services (MyIR) account and reset their password, once they have been automatically identified by their unique voice print.

Future plans

Inland Revenue will look to align cheque payment and electronic payment processes so there is no added benefit for customers who pay by cheque. Currently the ‘receive in time’ process allows a three-day ‘grace period’ for cheque payments, while electronic payments are debited immediately. Aligning the timing for both is expected to increase the convenience and use of electronic payments.
Online marketing campaigns will continue over the next six months.
Promotion of Inland Revenue’s mobile web app, Voice ID and secure online services will continue.

What is the transaction?

File individual tax return

What is the uptake for the quarter?

73%

How is it being implemented?

Inland Revenue uses a range of activities to promote online filing and help customers file tax returns electronically. These include:

improving secure online services to make them as easy as possible to use
highlighting online services on the Inland Revenue website and through publications, paid advertising and text messages
community-based staff and partner organisations demonstrating online filing to customers
customer services staff advising people about the benefits of online filing and how to access it when they call contact centres
Inland Revenue agent account managers working with tax agents to encourage online filing of individual tax returns.

Recent Progress

Inland Revenue’s secure online services have been improved and updated over past months, and were rebranded as “MyIR” in September to reflect the wider range of online services offered.
Services are also more stable and reliable, encouraging repeat visits and greater use of digital channels. By Sept 2012, more than 1.1 million customers had activated a secure online services (MyIR) account.
Inland Revenue’s mobile web app allows personal customers to use a smartphone to update their personal details, check balances and review payment dates – encouraging further channel use that will lead to increased e-filing.
Inland Revenue’s Voice ID system allows customers to activate an online services (MyIR) account and reset their password, once they have been automatically identified by their unique voice print.
Community-based staff are showing local customers how to complete individual tax returns through Inland Revenue’s online services, and promoting further digital uptake.
Inland Revenue’s agent account managers are working with tax agents who support a wide range of customers (who may not normally interact directly with Inland Revenue) to file online.
A total of 282,931 individual income tax returns (73%) were filed electronically, an increase of 11,696 compared with first quarter 2011 – 2012.

Future plans

Online marketing campaigns will continue over the next six months.
Promotion of Inland Revenue’s mobile web app, Voice ID and secure online services will continue.
Continued promotion of online filing by Inland Revenue’s community-based staff and customer services specialists, and through tax agent partners.
Work to replace reminder letters about filing dates with e-alerts.

What is the transaction?

Apply for an IRD number

What is the uptake for the quarter?

How is it being implemented?

Inland Revenue has an overall transformation programme to update Inland Revenue’s business systems and processes, and support Result 10. As part of this, Inland Revenue will examine options for applying for IRD numbers digitally.

This is a significant stretch target – currently individuals cannot apply online for an IRD number. Ensuring the identity of the applicant and the confidentiality of IRD numbers means that transitioning to a secure online application process will be challenging.

Inland Revenue must establish each person’s identity before issuing an IRD number online, so authentication and verification issues need to be resolved before a secure online application process can be designed and implemented.

Inland Revenue’s preferred approach would be to work with other government departments that currently manage processes to establish and authenticate personal identities. IR will consider how applying for an IRD number could use other existing government processes, and will work closely with DIA as they progress ‘reapplying for a passport’ to see if both departments might be able to use similar or combined approaches.

Recent progress

Inland Revenue and DIA have started discussions about changes both organisations might need to make to enable a secure, combined approach to authentication. The first steps include considering the options presented by Inland Revenue’s transformation initiatives, and assessing whether any policy changes would be required by either or both departments.

Future plans

Both departments will continue discussions to test potential options and scope the work required.

Link for further information

http://www.ird.govt.nz/makepayment/makepayment-index.html

New Zealand Transport Agency

What is the transaction?

Pay for Vehicle Licence

What is the progress for the quarter?

18.1%

How is it being implemented?

Recent progress

NZTA undertook promotional activities around the use of the online system for vehicle licence payments. This included more distinctive advertising within the vehicle licence renewal letter (the ‘Do it Online Save Time’ promotion).

Future plans

Continued publicity of the online option through mail and phone channels.

Link for further information

https://transact.nzta.govt.nz/transactions/RenewVehicleLicence/entry.aspx

Ministry of Business, Innovation and Employment – Immigration New Zealand

What is the transaction?

Apply for visa – includes all applications for temporary entry class visas and residence visas but excludes refugee and protection category visas.

What is the uptake for the quarter?

11.1%

How is it being implemented?

Immigration New Zealand plans to achieve the target through the successful implementation of the Immigration Global Management System (IGMS) Project. IGMS will implement a modern, fit-for-purpose immigration system that utilises online technology to support the end to end process. Customers will be able to apply online, upload documents, communicate with INZ, and get one-stop-shop access to immigration services. For INZ, it means a better way of working that is streamlined, efficient and responsive to customers’ needs and government priorities. For employers, education providers and other immigration partners, it means faster and cost-effective access to Immigration Services.

Progressively from 2013, IGMS will begin the implementation of the new system and 70 per cent of visa applications will be managed online by 2017.

Recent progress

The IGMS Project has completed the discovery stage and is undertaking further planning and analysis for stage 2 of the project and identifying candidates for the first implementation drop in 2013.

The increase of the digital uptake from 9.2% to 11.1% in this quarter is mainly due to the seasonal nature of visa applications that Immigration New Zealand currently offers through the digital channel. Because of these seasonal variations the quarterly performance is likely to fluctuate until the implementation of Immigration Global Management System Project when the uptake is expected to gradually increase (from 2013).

Future plans

Over the next reporting period, the project will be working on the development of the first drop for 2013.

Link for further information

http://www.immigration.govt.nz/

Te Tari Taiwhenua | Department of Internal Affairs

Building a safe, prosperous and respected nation

Archived Result 10 measurements (Archived)

Quarterly Measures - for July-September 2016

Quarterly Measures - for April-June 2016

Quarterly Measures - for January-March 2016

Quarterly Measures - for October-December 2015

Quarterly Measures - for July-September 2015

Agency

Service

July-Sept 2014

April-June 2015

July-Sept 2015

Department of Conservation

Book Department of Conservation asset

26.0%

23.3%

30.4%

NZ Customs Service

SmartGate departures and arrivals

49.8%

54.6%

51.9%

Ministry of Business Innovation & Employment

(Immigration New Zealand)

Apply for visa

12.2%

9.2%

20.6%

New Zealand Transport Agency

Pay for Vehicle Licence

27.2%

34.9%

32.9%

New Zealand Police

Pay for fine on time

49.1%

54.9%

56.4%

Inland Revenue

File an Individual Tax Return

80.5%

91.3%

84.4%

Pay Individual Tax

81.0%

80.3%

86.0%

Apply for an IRD Number

0.0%

21.5%

20.9%

Ministry of Social Development

Apply for Financial Assistance (1)

37.4%

37.8%

39.7%

Department of Internal Affairs

Renew adult passport (2)

40.6%

45.0%

43.7%

TOTAL AVERAGE PERCENTAGE FOR THE QUARTER

40.4%

45.3%

46.7%

About these figures

Quarterly Measures - for April-June 2015

Agency

Service

Apr-Jun2014

Jan-Mar2015

Apr-Jun2015

Department of Conservation

Book Department of Conservation asset

23.5%

39.6%

23.3%

NZ Customs Service

SmartGate departures and arrivals

July-
Sept 2014

July-
Sept 2015

Renew adult passport ⁽²⁾

Apr-Jun
2014

Jan-Mar
2015

Apr-Jun
2015

Renew adult passport ⁽²⁾

Jan-Mar
2014

Jan-Mar
2015

Renew adult passport ⁽¹⁾