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To deliver the best services for our customers, we will continue to invest in our people by building their knowledge and capability in areas such as policy agility, tax technical expertise, and digital skills.

Our move to capability-based roles and our new tools and technology mean we can be more agile and resilient, and work more efficiently. Multi-disciplinary teams and devolved decision-making enable us to resolve issues for customers more quickly.

Our capability-based approach is integrated into our role design, recruitment, development, and talent management.

This approach is based around 12 people capabilities that demonstrate the skills, knowledge, experience, and attitudes needed for a future-fit workforce that is adaptive and responsive to change. Our people capabilities recognise that technical skills and knowledge are critical to delivering our services. Rapid changes in customer demand, technology, and the future of work mean transferrable skills and behaviours are also equally important.

We are committed to embedding and evolving the capability of our people through:

  • Designing and delivering tax and social policy learning that maintains and our technical skills and knowledge.
  • Building our cultural competence in line with our Māhutonga and diversity and inclusion goals.
  • Planning and managing our workforce in a way that aligns our future capability needs with the development and aspirations of our people.
Last updated: 25 Nov 2021
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