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.
The information about our performance in each layer tells the story of how IR is performing.
Our Performance Measurement Framework
Our outcomes—the long-term results we want to achieve
- Revenue - Revenue is available to fund government programmes through people meeting payment obligations of their own accord.
- Payments - People receive payments they are entitled to, enabling them to participate in society.
- Collaboration - New Zealanders benefit economically and socially through Inland Revenue working collaboratively across our external environment.
Our customer outcomes—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.
Our services—the services we deliver for our customers and government
Our 3 departmental appropriations that provide services to government and the public and deliver other activities.
- Services for Customers
- Services to Other Agencies
- Residual Activities Following the Transformation Programme’s Substantive Closure
Our organisational health—how we use our resources to deliver for our customers
- Our people
- Our processes
- Our assets
- Our environment
Key to our measures
We use both trend-over-time indicators and results against targets to monitor performance.
- Stable or minimal change
- Improved
- Declined
- Achieved
Last updated:
05 Dec 2024