Developing a customer-centric and service-led government

Darryl Carpenter, Head of Integrated Services at the Department of Internal Affairs, NZ, reveals the mindset and priorities of the New Zealand Government in developing e-government services.

By Kareyst Lin
Dec. 2, 2016


"The desired outcome of government services is for people to have easy access to public services which are designed around them when they need it," said Darryl Carpenter, Head of Integrated Services, Department of Internal Affairs, New Zealand.

"For a while, we (the New Zealand government) kind of lost our way because there were so many advances and opportunities in terms of technologies, but in terms of people and services, I think we are a bit challenged," Carpenter said at the GCIO Forum 2016 held in Singapore on 24 November.  

The point of his job, he explained, is to bring together a whole bunch of agencies, Ministers - including the Prime Minister - so that the entire government can tell a common story, and provide a common service.

The more customers have to integrate government services for themselves, the more pain points they would experience, according to the Result 10 research conducted in 2013 by the New Zealand government.

The five focus areas of public services in New Zealand

The transformation of public services in New Zealand is essentially based on five focus areas: integrated services, digital transactions, proactive delivery, information sharing, and digital identity. 

"We want to provide integrated services based around a series of life events, because life is not a whole bunch of individual interactions of various times," Carpenter said. Therefore, the government wants to deliver joined-up services where it makes sense.

As for digital transactions, the aim is to maintain the momentum of moving to digital channels and support the life event initiatives. The government also wants to deliver entitlements to citizens without them having to apply, through the concept of proactive delivery.

These will be supported by the enablement of content-based personal information sharing and the citizen's digital identity. 

However, "the challenge for the government, of course, is how do we take the innovative methods [of the private sector] and apply it to the government? And equally, how do we take the stability in the government's provision of public services and apply that to the private domain?" Carpenter concluded.  

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