This category is limited to the provision of services to help Ministers fulfil their responsibilities to Parliament and the New Zealand public, other than policy decision-making responsibilities, and to provide information and assistance to the public to make them aware of their obligations and entitlements.
How we performed
| 2019-20 actual | 2020-21 target | 2020-21 actual | 2021-22 target | |
|---|---|---|---|---|
| Primary measures | ||||
| 84% | Percentage of customers who perceive that Inland Revenue does enough to inform them of their rights and obligations# | 85% | (M) 85% | 85% |
| 77% | Percentage of customers who perceive that resolving issues with Inland Revenue requires low effort# | 80% | (D) 79% | 80% |
| Not achieved - The percentage of customers who perceive that resolving issues requires low effort increased slightly from last year. Our customers are continuing to familiarise themselves with new systems and processes while also dealing with the impacts of COVID-19. | ||||
| Supporting measures | ||||
| $44.76 | Average cost of a customer-initiated contact | $35.00 or less | (D) $43.32 | Measure retired |
|
Not achieved - The cost of a customer-initiated contact has decreased from last year. Customer-initiated contacts include all inbound calls, paper and digital correspondence, and visits to the front of house of our offices. Self-help customer contacts are not included. The result is driven by decreases across all types of customer-initiated contacts included in the measure. The result also reflects higher costs, from using more of our people to support customers during periods of high demand. We continue to simplify services and automate more online processes, making it easier for customers to interact with us digitally. This measure does not include digital self-help activity. We’re retiring this measure for 2021-22 and developing an alternative that provides a full view of how we support customers across all channels for 2022-23. For 2021-22, we’re including a measure of digital uptake to reflect our focus on shifting most customer interactions online. The measure is ‘percentage of returns filed digitally’, and our target is 97%. |
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| 4m 58s | Average speed to answer telephone calls | 4m 30s or less | (M) 3m 46s | 4m 30s or less |
|
The average speed to answer telephones has decreased from last year from 4m 58s to 3m 46s. Call demand decreased 30% from last year as digital uptake continued to increase. We supported customers during COVID-19, prioritising services for those that needed to contact us while temporarily reducing our focus on compliance activities. However, some customers had difficulty getting through to us at times. This was the case during some busy periods in the year when customers contacted us about their income tax assessments, COVID-19 relief options or the changes we’ve made to services. Also, calls can take longer to complete because we aim to help customers get to the point where they know what to do next, what to expect, do not need to be transferred and do not need to call back. We’re achieving this for approximately 70% of calls. |
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| 100% | Percentage of all rulings reports, adjudication reports and public items that meet the applicable purpose, logic, alternatives, consultation, and practicality standards | 100% | (M) 100% | 100% |
| 26 | Number of published or finalised public items that give the Commissioner’s interpretation of the law | 25 | (M) 27 | 25 |
| 100% | Percentage of public items (including relevant public consultation), completed within 18 months of allocation | 85% | (M) 100% | 85% |
| 81.4% | Percentage of adjudication cases completed within 10 weeks of receipt | 90% | (M) 97.4% | 90% |
| 96.9% | Percentage of taxpayer ruling applications that have a draft ruling completed within 10 weeks of receipt | 90% | (M) 96.8% | 90% |
| 92.6% | Percentage of non-qualifying ruling applications that have a draft ruling completed within 6 months of receipt | 90% | (M) 100% | 90% |
| 97.0% | Percentage of submissions by the applicant on any draft ruling responded to within 1 month of receipt | 90% | (M) 96.3% | 90% |
| New measure | Percentage of short-process rulings that have a draft ruling completed within 6 weeks of receipt | 90% | (M) 95.4% | 90% |
# Actual performance measured using a sample of the customer population.
All targets are unaudited.
What it cost
Output statement for the year ended 30 June 2020.
| Actual 2020 ($000) | Actual 2021 ($000) | Unaudited revised budget 2021 ($000) | Unaudited budget 2021 ($000) | Unaudited forecast 2022 ($000) | |
|---|---|---|---|---|---|
| Revenue | |||||
| $276,639 | Revenue from the Crown | $241,023 | $241,023 | $223,224 | $232,374 |
| $1,271 | Other revenue | $911 | $1,186 | $1,186 | $1,045 |
| $277,910 | Total revenue | $241,934 | $242,209 | $224,410 | $233,419 |
| $288,987 | Total expenses | $240,565 | $242,209 | $224,410 | $233,419 |
| $(11,077) | Net surplus/(deficit) | $1,369 | – | – | – |