The Government has set an expectation for the public service to significantly improve its digital service delivery for New Zealanders. This means moving away from fragmented, agency-specific approaches toward a more unified and consistent customer experience.
To support this, the Service Modernisation Roadmap was developed —a rolling 3-year programme of customer-focused digital initiatives across the public service.
The Digital Executive Board, including Inland Revenue as the System Lead for Service Transformation, oversees the roadmap’s implementation. The roadmap is structured into four layers:
- Customer Service Experience
- Reusable Digital Components
- Data, Digital, and Security Foundations
- Doing Digital Well
As part of the Customer Service Experience layer, Inland Revenue is leading the development of customer service principles to improve digital service experiences. These principles, created in collaboration with other agencies, are designed for use by any public service agency involved in designing, delivering, or updating digital services.