- Title page
- Executive Summary
- 2014 Annual Results: Trust
- 2014 Annual Results: Service Quality
- Appendix 1: The Kiwis Count Survey
- Appendix 2: Explanation of 2014 Kiwis Count Calculation Changes
- Appendix 3: Case Study From Fines Service, Ministry of Justice
- Appendix 4: Case Study - SmartGate, NZ Customs Service
- Appendix 5: Initiatives Complete, Underway or Planned by the Agencies Working at the Border to Improve Service Delivery
- Appendix 6: Case Study from Births, Deaths, Marriages and Civil Unions Registration Service, Department of Internal Affairs
Appendix 4: Case Study - SmartGate, NZ Customs Service
As included in the Kiwis Count June 2013 Quarterly Report
Streamlining passenger processing without compromising security
Customs aims to protect and promote New Zealand through world class border management, and is always looking for new ways to improve the border experience for passengers.
The introduction of SmartGate has been central to simplifying and streamlining border processing. Over six million New Zealanders and Australians have used SmartGate in New Zealand since its introduction in 2009, and from July 2013 US and UK ePassport holders have been able to use SmartGate when departing the country.
SmartGate uses the electronic information in ePassports and facial recognition technology to perform customs and immigration checks without compromising security. Advanced facial recognition software, based on the science of biometrics, compares your face with the digital copy of your photo in your ePassport chip. Precise and complex measurements of unique facial features provide one of the most accurate and secure means of identification.
Customs' focus is on achieving high assurance with a light touch, and SmartGate technology has accomplished this and brought about a step change in passenger processing by reducing government 'touch points' at the border. Accurate and faster passenger processing has improved border security by allowing Customs to concentrate on more high-risk travellers.
An integral part of improving the passenger experience has been monitoring and using passengers' feedback. Kiwis Count has been an important part of this along with Customs' own satisfaction surveys which have been carried out for a number of years. The most recent survey differs to Kiwis Count in that it includes all passengers i.e. New Zealanders and other nationalities. This means that we can look at passenger satisfaction by nationality and also by whether SmartGate was used or not.
The results show passenger satisfaction overall is at 90%, with passengers using SmartGate showing 93% satisfaction, and passengers using manual processing showing 87%. However, the real story is the trend behind these numbers. This shows that satisfaction levels with manual processing have remained the same since 2010 but satisfaction with SmartGate has gone up by over 10%.
Customs continues to work on ways to enhance the travel experience for passengers. Testing of the next generation SmartGate prototype, SmartGate Plus, was carried out at Air New Zealand's premier departure point in Auckland between June and October this year. The prototype uses face-on-the-fly technology which photographs a person as they approach the scanner, building a 3D image that is then flattened and matched against the ePassport photo. SmartGate Plus is faster and more intuitive, and it only takes approximately nine seconds.
It is this type of technology that in the future will help Customs meet the challenge of managing increasing volumes of travellers while making compliance easy to do and hard to avoid.