We continued to improve the way we deliver services
We worked to strengthen our service culture and improve people’s experiences in their dealings with us. These changes make it easier for people to understand and access what they are entitled to, and will reshape how we deliver services to New Zealanders.
People are now using technology to do more for themselves at times and places that suit them, and without always needing to travel to one of our offices. This gives our case managers more time to spend helping people achieve improved outcomes in their lives.
Some of the ways we improved our service culture in 2017/2018 include:
- further enhancing our digital capability
- improving access to information and support for clients and others
- empowering our front line to help people
- giving people a better experience at our service centres
- reviewing processes for making decisions about stopping benefit payments
- developing better ways of dealing with complaints.
