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Public Administration News  
New Zealand Reviews Use of Online Citizen Services
Source: http://www.futuregov.asia
Source Date: Wednesday, August 28, 2013
Focus: Knowledge Management in Government
Country: New Zealand
Created: Sep 03, 2013

More and more New Zealanders are seeking public services online, according to the Kiwis Count Channels Report 2013, say State Services Minister, Jonathan Coleman, and Internal Affairs Minister, Chris Tremain.


Prepared by the New Zealand State Services Commission, the report draws from the experience of 2226 New Zealanders who completed the 2012 Kiwis Count survey on public satisfaction with government services.


Minister Coleman said, “This report finds the internet is now the preferred channel for Kiwis looking for information on public services or dealing with public services. New Zealanders want digital access to public services which is simple and user friendly. The findings in this report will assist agencies developing their strategies to increase online uptake.“


The Kiwis Count Channels 2013 report found that 85 per cent of New Zealanders looked for information about a public service online and 90 per cent interacted with public services online. In the last 12 months, 91 per cent of residents have used the internet and 66 per cent used it to deal with public services.


Minister Tremain added, “Delivering better public services is a key priority for the Government and it is about improving New Zealanders’ interactions with government in a digital environment. Being able to conduct more business with government online makes things easier and quicker for people, and also benefits the economy.”


The New Zealand Government’s target states that, on average, 70 per cent of residents’ most common transactions with the Government will be completed in a digital environment by 2017. This currently stands at 41 per cent, having gone up from 29.9 per cent in the last one year.


This index aggregates ten key public services available online including applying for a passport, filing an individual tax return, applying for financial assistance, paying for vehicle licences and applying for overseas visas.


The Kiwis Count Channels Report 2013 revealed that although the internet is now the preferred channel for interacting with public services, the change has been gradual rather transformational and there is still substantial preference for other channels.


“While this report is encouraging and shows good progress is being made, there is still work to be done, and more government services need to be integrated online”, concluded the Minister for State Services.

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