Kiwis Count 2009 helps us to better understand the channels New Zealanders use and prefer to use to interact with public services. It provides a wealth of valuable information that can help improve services now and in the future.
Kiwis Count 2009 tells us some important things about channels:
- Multi-channel is the best approach to serving a wide range of New Zealanders.
- Some services would be advised to invest in specific channels for defined groups of service users.
- The telephone channel handled a high volume of interactions with New Zealanders, but satisfaction was low. By improving this channel, overall satisfaction should improve.
- Internet is playing a useful role but is not the complete solution.
- A shift to online is actually a shift to self-service.
It also gives an insight into how best to meet the needs of different groups of people:
- Young people do use the internet, but also use more channels than older people, so the internet cannot be the sole service channel.
- Services that target those 65 years or over should focus on improving services over the telephone or in person, as this cohort show little interest in using public services online.
- Services that target lower income earners should focus on telephone and in person services.
- Improving the quality and range of services and information online is likely to improve service uptake and satisfaction for Asian people.
- Pacific people and Māori are heavy users of the telephone channel and services that target these two groups should focus on the quality of their telephone services.
- Younger Pacific people and Māori are much more receptive to contact by cell phone than other age or ethnic groups.