A

Agency

A state sector organisation. Includes public service departments, non-public service departments and Crown entities. See also: government.

B

Better Public Services

A programme of work to deliver better public services within tight fiscal constraints. Encompasses ten results as well as functional leadership. See also: Result 10, Result 9.

C

Channel

An environment or pathway within which or through which a customer (or their nominee) interacts with a service provider (or service delivery agent). Channels can be digital or non-digital. Digital channels include electronic funds transfer, email, web, IVR, kiosk, mobile application, web chat, SMS (text messages) and social media.


Customer

Anyone who accesses a service offered by a service provider. See also: New Zealander, individual.

D

Digital environment

In a narrow sense, the digital environment includes the totality of digital channels (note that new digital channels may emerge in the future, and these will become part of the digital environment). More broadly, it includes ‘behind the scenes’ digital service delivery infrastructure that customers can’t see or interact with. Easily With little or no effort or difficulty.

E

Entitlement service

A government service which a customer has a legal right to access, based on personal circumstances such as age and income.

G

Government

Provider of public services. For scope purposes, Result 10 has interpreted ‘government’ to include the totality of public service departments, non-public service departments and Crown agents, and to exclude tertiary education institutions, district health boards, autonomous Crown entities, independent Crown entities, Crown entity companies, school Boards of Trustees and local government.

Note that sometimes the providing agency contracts a service delivery agent to interact with the customer (for example, VTNZ interacts with customers seeking to renew their driver’s licence, on behalf of NZTA).

H

High complexity

A service that requires a high level of judgment to be executed, contains a high risk to crown finance or outcomes, or requires a high level of documentation and validation of information to complete the service.

I

Integrated services

Services which have been designed to support a seamless customer experience. Integration of government services can include: single source of information about related services; common login; services designed according to common standards; ability to reuse personal information so the customer doesn’t have to submit the same information multiple times; ability to complete related transactions at the same time.

Interaction

A one or two way contact between a customer (or their nominee) and service provider (or service delivery agent). The process of delivering or accessing a service generally involves a series of interactions.

L

Life event

Life events are moments of significant change in an individual’s life. Life events can be planned (such as beginning university or getting married), unplanned (such as the death of a spouse, or a serious illness) or recurring (such as, moving house, or starting a new job).

Low complexity

A service that requires very little judgement or can be accomplished through straight-through processing, contains little or no risk to crown finances, and requires little documentation or validation of information required to complete the service.

M

Median

Describes the value that is the middle one in a set of values arranged in order of size.

Medium complexity

A service that requires only some or little judgement in order to be executed, has only limited risk to crown finances, or requires only a medium level of documentation and validation of information provided in order to complete the service.

P

Pain points

A term used to describe moments in a customer’s service journey when they experience difficulties.

Privacy

A person’s right to control who has access to information about them.

R

Result 10

Part of Better Public Services. The result statement is: ‘New Zealanders can complete their transactions with government easily in a digital environment’. The result target is: ‘By 2017 an average of 70% of New Zealanders’ most common transactions with government will be completed in a digital environment’.

Result 9

Part of Better Public Services. The result statement is: ‘New Zealand businesses have a one-stop online shop for all government advice and support they need to run and grow their business’. The result targets are: ‘Target one: Business costs from dealing with government will reduce by 25% by 2017, through a year-on-year reduction in effort required to work with agencies. Target two: Government services to business will have similar key performance ratings as leading private sector firms by July 2017, and businesses will be able to contribute to this through an online feeback system from July 2013.

S

Service

An intangible or tangible product delivered by a service provider or a service delivery agent to a customer, either directly or via a nominee.

Service complexity

A combination of the level of judgement required for a service to be executed, the level of risk to crown finance or outcomes the service represents, and the level of documentation and validation of information required to complete the service.

T

Transaction

An interaction that results in a change to a customer’s account status or a transfer of value. Common transaction types include apply, book, cancel, file, pay, receive good, receive notification, receive payment and renew. Reading information on a government website or phoning to make a general enquiry do not count as transactions.

Page last updated: 06/03/2015