Our assets

Asset management, workplaces and technology.

Asset management

We are committed to being responsible stewards of our assets by ensuring they are fit-for-purpose, well-managed and sustainably funded.

Our asset management plans and practices follow a structured, multi-year approach that supports strategic planning and enables informed prioritisation and investment decisions. 

Plans offer a comprehensive view of asset condition, service needs, risks and financial implications. We review them regularly to ensure they remain current and aligned with IR’s strategic goals and help us to continue delivery of high-quality, cost-effective services.

Last year, we formalised our asset management practices and developed plans for service-critical assets. This work ensures IR is fully compliant with the Cabinet Circular CO (23) 9: Investment Management and Asset Performance in Departments and Other Entities for 2024–25.

Workplaces 

IR is based in 17 cities and towns and we work from 20 offices. We largely completed the optimisation of our property portfolio this year. Since June 2020, we have reduced the total area we lease by 33% and yearly rental costs by 32%. 

Landlord works and IR fitout works at our new site in Takapuna, and existing sites in Whangārei, Christchurch and Invercargill have now been completed. These sites will enable space to be used more efficiently and be more cost-effective. 

We continue to look for opportunities to optimise our property portfolio, with work under way to relocate to new sites in Nelson and Dunedin. We are negotiating to consolidate our Hamilton presence into 1 expanded site and we are exploring options for long-term accommodation in Manukau. 

We completed security upgrades on the front of house areas at a number of sites. These upgrades ensure our sites are compliant with government requirements and that IR’s security standards meet the needs of our people and customers.

We monitor 5 indicators on the performance of our property portfolio and vehicle fleet against organisational goals and government guidelines. This year, we met 3 out of 5 targets.

IR buildings need to comply with fire safety regulations and the Building Act 2004. While all sites have approved evacuation procedures, we missed 1 target related to legislative compliance due to a delay in obtaining a building warrant of fitness at a single location. We’re working with the landlord to resolve this.

Vehicle fleet utilisation rose from 21% in 2023–24 to 36%. It is still below target, largely due to efficiencies in our community teams that have seen them increase activities but carry out more of them virtually rather than in person. We will continue to reduce the fleet size.

Technology

This year, policy-driven changes to our core START system included the introduction of new products such as FamilyBoost in July 2024, the online casino gambling tax and enablement of the personal income tax adjustments described on our page on implementing Budget 2024 initiatives. 

Implementing Budget 2024 initiatives

IR also enhanced our systems with improved collection analytics for automated debt collection and customer self-service instalment options in April 2025. You can read about additional enhancements to myIR services for customers on our pages on tax and payments and debt collection. 

Tax and payments this year

$4.3 billion in overdue tax debt collected

Following the upgrade of our contact centre technology to a cloud-based solution in November 2023, we’ve begun evaluating and implementing new capabilities and innovations. We’re currently testing improvements to call routing and ensuring our people have the right information at hand when speaking with customers.

AI capabilities are being further assessed; as noted on our page on active stewardship, this includes trialling call summarisation in our contact centres where it helps our people efficiently capture key details from customer interactions.

Active stewardship

How we performed

We monitor and report on the following aspects of key assets to show how systems are performing:

• availability (access to systems)
• utilisation (how efficiently systems are used)
• condition (how up-to-date systems are) 
• functionality (how fit for purpose systems are). 

We met all of our targets.