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We review our performance measures and targets each year. We do this to make sure they continue to reflect the range of services we provide and changes in the environment we work in, and continue to support us to achieve our outcomes.

Changes to our services measures for 2022-23

We have introduced a new Customer Experience and Perceptions (CXP) Survey to replace our legacy survey. The new survey is designed to keep up with the changes in how customers interact with us.

Two output measures that relied on the legacy survey have been retired, and 2 equivalent measures from the CXP survey will be tracked as outcome indicators. The retired output measures are as follows.

  • Percentage of customers satisfied with the overall quality of service delivery from Inland Revenue.
  • Percentage of customers who feel Inland Revenue makes it easy for people to get it right.

The following 2 measures that encapsulate our overall performance in delivering services for customers will be used for the overarching Services for customers appropriation.

  • Percentage of returns filed on time.
  • Percentage of payments made by customers on time.

We have increased the targets for these measures from 85% to 90% to reflect the efficiencies we've gained through the transformation programme.

We have introduced the Customer Experience and Perceptions (CXP) Survey to replace our legacy survey. The new survey is designed to keep up with the changes in how customers interact with us.

Two measures that relied on the legacy have been retired:

  • Percentage of customers who perceive that Inland Revenue does enough to inform them of their rights and obligations.
  • Percentage of customers who perceive that resolving issues with Inland Revenue requires low effort.

The retired measures have been replaced by a measure from the CXP survey:

  • Percentage of customers who agree they found it easy to get the information they needed.

We set a 70% target for this measure. In line with industry standards, we will not include neutral responses (customers who respond neither negatively nor positively) towards the achievement of this target.

The 'percentage of returns filed digitally' measure was an important indicator during our transformation programme to modernise and digitise New Zealand's tax system. Over the past year, we achieved the target and have reached the limit to influence any further performance increase. Therefore, we have retired this measure. We will continue to monitor and report on the trend for filing returns digitally as an outcome indicator.

We use several output measures to measure our tax advice. We have retired 1 volume-based measure as it does not convey meaningful information to an external audience.

The target for the measure 'average cost of processing income tax returns, GST returns and employment information' has been stretched from $3.50 or less to $2.50 or less to reflect the service delivery cost efficiencies realised through our transformation programme.

The measure 'percentage of student customers that meet their repayment obligations' was introduced in 2021-22. A target of 85% has been set for 2022-23. The target takes into account New Zealand-based borrowers' compliance, overseas-based borrowers' compliance and the impacts of COVID‑19 on the latter group in particular.

We have replaced the measure 'discrepancy identified for every output dollar spent' with a more comprehensive measure that covers our end-to-end compliance activities. The new measure, 'the identified value of compliance activities over associated costs', will be baselined in 2022-23 and a target set in 2023-24.

We updated the target from 75% to 65% for the measure 'percentage of audited customers who are satisfied with their experience'. In line with industry standards, we will not include neutral responses (customers respond neither negatively nor positively) towards the achievement of this target. The target has been adjusted to reflect this higher bar.

Last updated: 27 Sep 2022
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