Government aims to increase digital citizen interactions

The Government has committed to having 80 percent of transactions for the 20 most common public services fully digital by 2021.

The Government has committed to having 80 percent of transactions for the 20 most common public services fully digital by 2021.

The commitment extends an earlier target of having 70 percent digital by 2017 and is part of the Result Action Plan released by the minister for internal affairs Peter Dunne. He said good progress had made to date in digitising government services, but progress needed to accelerate. “The action plan, including a refreshed vision and a new target will help us do that.”

Dunne said that since 2012, when Better Public Services became a priority, agencies in the Result 10 group had proactively used their mandate to change the way government delivers its services, with a focus on reducing the number of hoops people need to go through to get what they need.

“While transactions have become easier to complete in a digital environment, Result 10 is lifting the bar by extending the attention and digital uptake from the current ten most common transactions to twenty; and from 70 percent uptake to 80 percent,” he said.

“By providing services that are easy to use, are designed around people’s needs and available to them when they need them, Result 10 is transforming how people interact with government and is contributing to the wider Better Public Services vision of a joined up state sector system that puts people at the centre of service delivery.”

Also, he said Result 10 was focusing on customer experience. “People contact government for an outcome, not just to receive a particular service. They want to renew a passport because the want to travel; they apply for an Inland Revenue number because they want to work. Yet the more people have to deal with government and the more agencies they have to deal with during one transaction or service, the more pain points they experience. The way forward will see services more joined up. It will be simpler and less cumbersome.”

Result 10, announced in 2012, aimed to have, on average, 70 percent of New Zealanders’ most common transactions with Government completed digitally by 2017.

The initiative is led by the Department of Internal Affairs, which works with the Service Innovation Working Group that comprises deputy chief executives from nine other agencies.

The Government announced in March 2016 that, for the first time, a majority of New Zealanders' most common transactions with government were digital.

 

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