The overarching purpose of this appropriation is to deliver a customer-centric, integrated tax and entitlement service experience for New Zealanders that is agile and intelligence-led.
Services for customers is a multi-category appropriation, it has 4 categories.
- Services to Ministers and to inform the public about entitlements and meeting obligations.
- Services to process obligations and entitlements.
- Management of debt and unfiled returns.
- Investigations.
We achieved 26 out of 38 performance measures.
This appropriation is intended to ensure customers find it easy to meet their tax and social policy obligations and receive the payments they're entitled to.
We start this section with our overall results for this appropriation and present the results for each of the 4 categories on the following pages.
Services to Ministers and to inform the public about entitlements and meeting obligations
Services to process obligations and entitlements
This year, we've focused on supporting customers through the COVID-19 pandemic, while ensuring we uphold the integrity of the tax and social policy system. We've operated under pressure, as providing COVID-19 support and delivering critical activities have taken priority. This has meant customers experienced longer response times than we would have liked, and this has affected their experience with us.
This year, customers' satisfaction with the overall quality of our service delivery dropped back to the same levels as 2019-20.
| Year | Customer satisfaction (target 90%) |
|---|---|
| 2018 | 87.5% |
| 2019 | 88.0% |
| 2020 | 87.0% |
| 2021 | 91.0% |
| 2022 | 86.8% |
This year, we did not achieve the 2 overarching customer experience performance measures in the 'Service for Customers appropriation', compared with 2020-21 when we achieved both.
| 2020-21 actual | Performance measure | 2021-22 target | 2021-22 actual | 2022-23 target |
|---|---|---|---|---|
| 91% | Percentage of customers satisfied with the overall quality of service delivery from Inland Revenue[1] | 90% | 87% (not achieved) |
Measure retired (refer to 'Changes to measures and targets') |
| Not achieved - In 2021-22, we focused on supporting customers through the COVID-19 pandemic and upholding the integrity of the tax and social policy system. These priorities and increased customer demand, particularly web messages, meant it took us longer to respond to some customers than we would have liked. | ||||
| 81% | Percentage of customers who feel Inland Revenue makes it easy for people to get it right[1] | 80% | 79% (not achieved) |
Measure retired (refer to 'Changes to measures and targets') |
| Not achieved - Refer to commentary above. | ||||
Changes to measures and targets
1 Actual performance measured using a sample of the customer population from our Customer Satisfaction and Perceptions Survey. The survey asks customers to rate their experiences on a 5-point scale. Results represent customers who gave a score of 3 or more.
All targets are unaudited.
| Actual 2021 ($000) | Actual 2022 ($000) | Unaudited revised budget 2022 ($000) | Unaudited budget 2022 ($000) | Unaudited forecast 2023 ($000) | |
|---|---|---|---|---|---|
| Revenue | |||||
| $569,309 | Revenue from the Crown | $588,645 | $606,105[3] | $553,085 | $705,156 |
| $15,703 | Other revenue | $16,292 | $16,700 | $16,700 | $16,701 |
| $585,012 | Total revenue | $604,937 | $622,805[3] | $569,785 | $721,857[4] |
| $581,179[2] | Total expenses | $573,364 | $622,805 | $569,785 | $721,857[4] |
| $3,833[2] | Net surplus or (deficit) | $31,573 | n/a | n/a | n/a |
2 The actual results for 2020–21 have been restated following a change in the Crown accounting policy for software as a service (SaaS) arrangements. Refer to our section on changes in accounting policies in 'Note.1 - Basis of preparation'.
Note 1 - Basis of preparation (2022)
3 The Revenue from the Crown amount under the Unaudited revised budget is higher by $17.460 million than Actual 2022 because there was a revenue increase to provide appropriation authority for the non-cash restatement of expenses incurred from SaaS in the prior financial year.
4 The Unaudited forecast includes $15.980 million for the new 'Policy advice' category.
We came within budget for the Services for customers multi-category appropriation.
Until 30 June 2022, there were 4 categories within the appropriation and the individual results are shown on pages below. From 1 July 2022 onwards, there are 5 categories within the appropriation, with the inclusion of the new 'Policy advice' category.
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Services to Ministers and to inform the public about entitlements and meeting obligations
This category is limited to the provision of services to help Ministers fulfil their responsibilities to Parliament and the New Zealand public.
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Services to process obligations and entitlements
This category is limited to the registration, assessment and processing of tax obligations and other entitlements,
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Management of debt and unfiled returns
This category is limited to activities to prevent returns and debt becoming overdue, and to collect unfiled returns and overdue payments.
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Investigations
This category is limited to Inland Revenue undertaking investigation, audit and litigation activities.