By Randall Smith
One interaction that flies under the radar in the everyday life of the average New Zealander is their interactions with government. Some are obvious, such as applying for a tax return, or checking the balance of your Kiwisaver account. Others are less clear, such as going to the doctors where your health information is managed, maintained, and updated by a variety of public and private sector entities. Difficulties arise during these interactions, particularly when several different agencies are involved, juggling versions of correct and incorrect information. If you stumble at any stage of this process… time to start again. The reality is, knowing all the correct information up front, or what services are available, isn’t simple. The above scenario demonstrates a reactive model of service delivery, and it’s not adequately servicing a modern citizen.
In response to these challenges, the New Zealand Government has committed to transforming itself, increasingly through the adoption of innovative IT solutions, and a citizen centred service approach. However research is demonstrating the future of government will require further transformation to enable Predictive Service Delivery.