We use our Performance Measurement Framework to monitor the progress we’re making towards the outcomes we want to achieve for New Zealanders through the services we provide. Our Performance Measurement Framework has 4 layers.
- Our outcomes.
- Customer outcomes.
- Our services.
- Our organisational health.
We use information about our performance in each layer to tell the story of how Te Tari Taake Inland Revenue is performing.
Our Performance Measurement Framework
| The long-term results we want to achieve | ||
|---|---|---|
| Revenue is available to fund government programmes through people meeting payment obligations of their own accord. | People receive payments they are entitled to, enabling them to participate in society. | New Zealanders benefit economically and socially through Inland Revenue working collaboratively across our external environment. |
| The changes we want in customers’ knowledge, skills or behaviour | ||
|---|---|---|
| Customer motivation The factors that create the willingness to comply and then actually follow through and do it. Motivation includes both social and personal norms. |
Customer opportunity How easy it is for a customer to comply or not to comply with their obligations or access their entitlements. |
Customer capability How well customers can meet their obligations and access their entitlements. It includes their knowledge of rules that apply to them, their access to tools and assistance, and their ability to understand. |
| The services we deliver for our customers and government | |||
|---|---|---|---|
| Services for customers. | Policy advice. | Services to other agencies. | Transformation. |
| How we use our resources to deliver for our customers | |||
|---|---|---|---|
| Our people. | Managing for value. | Our assets. | Our environment. |
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Last updated:
16 Sep 2022