Governments across the world are looking for ways to improve the quality of public services to meet changing expectations. New Zealand is no exception. In 2005 the State Services Commission (SSC) began the New Zealanders' Experience Research Programme (NZE) to gather feedback that would help to improve public services.
The SSC launched the first Kiwis Count survey in 2007 as part of the NZE to measure how New Zealanders perceive and experience public services. The survey was repeated in 2009, and the high level results were published in April 2010.1
This report focuses on parts of the Kiwis Count 2009 survey that relate to:
- The different channels New Zealanders use to interact with public services.
- The preferences of different groups within the community.
It is intended to help public service providers understand how different groups of New Zealanders access public services and therefore how providers might invest in channels to best meet the needs of the people they serve.
1State Services Commission, Kiwis Count 2009 : New Zealanders' satisfaction with public services,