Personalised
Deliver personalised and proactive insights specific to the unique needs and circumstances of people, their whānau and communities
Our ability to deliver personalised services is dependent on effectively combining quality, available data and information with an understanding of needs and what works for different people.
Personalisation is important because…
The support New Zealanders need is not one size fits all: mana manaaki means delivering support that’s right for people in their current situation and what they want to achieve.
This includes making relevant information about suitable services nearby available to case managers as they’re working with clients, to job matching suggestions for clients and employers, or real-time, intelligent recommendations to help people find out what they’re eligible for, regardless of the channel they choose.
Personalisation helps us scale our support and knowledge beyond one to one interactions, through effective self-service options and decision support tools, so we can help more New Zealanders.
We will use personalisation and automation safely: with appropriate human oversight, and by assessing trade-offs in accuracy, transparency, bias and discrimination.
Moving from:
- MSD uses very little personalisation to help with individual decisions. We rarely use information and data to provide tailored services, so systems and processes can be poorly targeted and confusing which causes inconsistent service delivery and outcomes.
To:
- We apply ethical analytics to personalise interactions, provide relevant content, insights and recommendations and deliver a safe and efficient user experience.
- Analytics are delivered at the right time, to the right person, in the right way to support decisions.
- Tangata whenua (hapū/iwi) have relevant and timely data and information, so they are empowered to make informed decisions for their whānau.
When this is working well:
We are delivering relevant information and insights when they’re needed for decisions. This includes Enabling automated decision making and Enabling recommendations where appropriate, to make processes more efficient and provide a great user experience. We also provide a range of Embedded analytics: customised decision support tools within our applications.
Specific examples include Supporting employment platform data & analytics to deliver effective job matching for jobseekers and employers and Omnichannel analytics, which provide consistent recommendations to people regardless of the system or channel they’re working in.
The personalisation we deliver is sustainable by working within a clear Information, data and analytics operating model and strong Advanced Analytics/Data Science capability to deliver or support the right solutions.
We invest in Data capability development so that our staff have data literacy to effectively carry out their roles, and collaborate with partners on our Collaborative Analytics & Data Science Platform, to further improve personalisation where appropriate. We also invest in Development of data assets that are necessary for effective personalisation.
