As a public sector organisation, Inland Revenue is committed to being a responsible and responsive Tiriti partner and to providing better services for Māori customers. In 2018, we recognised that to achieve this, we needed to shift our organisational culture. We developed Māhutonga, an approach to integrate te Tiriti o Waitangi principles and te ao Māori into everything we do.
Under Māhutonga, we're working to make enduring changes that lift the capability of our people and improve services for whānau Māori. We recognise Māori communities trust Inland Revenue less than other communities and we can do better.
At the end of June 2022, we launched online learning that gives our people the basics of te reo, te ao and tikanga Māori. We'll be rolling out more levels of learning so all our people can be confident and deepen their cultural capability.
Research we completed in 2021 provided us with a Māori customer landscape, and it's helping us better understand the worldviews of whānau Māori. Taking this forward, we're exploring the outcomes that are important for whānau Māori and starting to use this to inform our policy and services.
Read about all the key initiatives we're working on in our Māhutonga programme.
Te whatu i ngā kanoi o te Tiriti o Waitangi me te ao Māori i te Tari Taake
Taking a whānau-centric approach with advice and support
Throughout the year, our people have worked together to ensure Māori customers know we’re here to help.
We’ve run webinars and produced pānui to inform whānau Māori about the COVID-19 support options. This approach has helped us bridge the gap of engagement, not only with whānau Māori but also with pakihi Māori (Māori businesses), to ensure that we continue to be committed to our response as a Treaty partner and support Māori aspirations.
Whāriki Te Tai Tokerau is a regional Northland Māori Business online network. In September 2021, the network reached out to their local Kaitakawaenga Māori Dear Kingi to take part in a Go-Live Facebook event with their Māori business audience. This was a first for Inland Revenue to partake in a live Facebook event, and it was extremely successful.
Dear and Inland Revenue colleague Rata Kamau talked about the COVID-19 support available, addressed historical concerns such as trust and encouraged the audience to make contact with us. Rata says
"We know our Māori customers can be reluctant to approach government agencies like Inland Revenue so our key message was, now that you’ve met us, we’re not that scary. Please get in touch early if you need help."
"I am still getting requests from the Facebook live event for support and continue to connect our Māori businesses to the Kaitakawaenga Māori in their region."
"Was great hearing from IRD and know they are approachable."
"Thanks to you and Rata, I’m not scared of the IRD logo anymore. I hope that everyone else felt the aroha that came with your kōrero last night, Dear."
Participants in the Whāriki Facebook Live event.