- 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 6: Case Study from Births, Deaths, Marriages and Civil Unions Registration Service, Department of Internal Affairs
As included in the Kiwis Count March 2013 Quarterly Report
Births, Deaths and Marriages has been on a journey of customer service improvement since July 2005 when we moved to an online notification system for multiple death registrations. This service was expanded in February 2012 to cater for single death registrations. More than 80% of deaths are now registered online with death certificates issued within 24 hours. We also allow for any factual errors on an online death registration to be advised directly by the funeral director, without the usual supporting evidence being required.
A 'systems thinking' approach for processing registrations was adopted in 2011 which altered the way our work is now processed. This has delivered significant service improvement to customers.
Prior to systems thinking a customer was contacted by letter if there was a query about an application request or an event registration, such as birth notification. Now the customer is contacted by phone. This allows for a more streamlined approach. Customers are advised at the time that their call is recorded. This allows for a call to be reviewed if a dispute arises with the registered information provided.
Customer phone calls to our contact centre regarding registrations are forwarded directly to the processing team, which in turn leads to a speedier resolution.
These changes have resulted in a faster turnaround time for registering births, deaths, marriages and civil unions. Customers are now issued with their documents, such as certificates, much quicker.
Online receipt of birth notices from hospitals and midwives is also available. We receive approximately 65% of birth notices online, often very soon after the birth has occurred. When the birth notification form is received from the parent, the online notification is already in our system and we can quickly issue a birth certificate.
Registration of Marriages and Civil Unions has remained unchanged since 2007. We are currently working on ways to streamline these processes and the first changes will occur with the implementation of same sex marriage legislation in August 2013.