Key Points

  • The State Service Commission consulted 50 agencies to inform recommendations for changes and improvements to Kiwis Count 2009
  • The consultation took place from November 2008 to March 2009. Agencies were invited to make any comments about the survey and to provide feedback on specific topics
  • A range of feedback was received resulting in the following changes to Kiwis Count 2009
    • Four services were removed from the survey
    • New services from the Justice and Border sectors were added to the survey
    • Services in the Taxation & Business Services grouping were reviewed
    • Results will be reported by individual services as well as by service groupings
    • The Kiwis Count project team is currently investigating options to give agencies access to the data
    • A question on disability was added to the demographics section
    • More information was collected about online services.

Changes to the list of services

Removing four services

Six services were used by 2% or less of people and were candidates for removal. Following consultation with agencies the decision was made to remove the following four services from the survey:

1 Requesting technical help or advice for activities related to farming

2 Applying for a business concession at a national park

3 Parole Board hearings

4 A community grant

Agencies did not support the removal of the following two questions about business activities. However, there was agreement that the existing questions should be improved and focus more on small and medium enterprises (SMEs):

5 Requesting technical help or advice for starting up a small business

6 Financial assistance for a business

Adding two new services

Removing four services creates space to add new services. Potential services that were identified included:

  • Justice sector services
  • Border services
  • Culture and heritage services
  • KiwiSaver
  • SuperGold Card
  • Working For Families

The decision was made to add Justice sector (specifically courts) and Border sector services to the survey. The SSC consulted with the Ministry of Justice and the Border Secretariat, and developed the following service descriptions, which were included in the 2009 survey.

  • A court, about a case you were involved with
  • The arrival process after landing at a New Zealand international airport from Australia
  • The arrival process after landing at a New Zealand international airport from anywhere except Australia

Review Taxation & Business Services

The greatest amount of feedback was received about the Taxation & Business Services group. There was a general view that the services included in Taxation & Business Services needed to be improved.

A number of changes were made to the services in this group; two services were removed and many of the remaining services were altered.

Taxation & Business Services (2007)

Taxation & Business Services (2009)

Registering a company or filing an annual return

Registered a new company or filing an annual return for a registered company

Requesting technical help or advice for activities related to farming

Contact with Statistics New Zealand for information about taking part in a survey

Contact with Statistics New Zealand for information about taking part in a survey

Importing goods into New Zealand or customs duties

Importing goods into New Zealand or customs duties

Enquired about tax, receiving tax credits (such as Working for Families), student loan repayments or Kiwisaver

Applying for a business concession at a national park

Funding assistance for a business or a business grant

Financial assistance for a business

Help or information for starting a small business

Requesting technical help or advice for starting up a small business

Registered a business entity for tax purposes or filed a tax return

Tax or taxation assistance

 

How the survey results are reported

Reporting by individual services

Kiwis Count 2007 reported results by nine service groupings. This was the most detailed level of data produced from the survey. For Kiwis Count 2009 we considered three options:

1 Continuing to report by service grouping

2 Changing to report by each of the 42 individual services (sample size permitting)

3 Producing both sets of data

Agencies strongly supported a change to reporting results by individual services. Some requested both individual services and service grouping results for comparison. As a result of this feedback the results for Kiwis Count 2009 will be report for both individual services and service groupings.

A key reason agencies requested results for individual services is to allow greater comparison with the results from Canada. It will be possible to make 'like-with-like' (or more realistically 'similar-with-similar') comparisons with the Canadian results at the individual services level.

To allow comparisons over time the results from Kiwis Count 2007 will be re-analysed alongside the data from the 2009 survey so that both sets of data show individual services.

Agency access to data

A number of agencies requested access to the survey data in order to do their own more in-depth analysis. The Kiwis Count project team will be investigating options for providing agencies with access to the data.

There are several existing models that could be used to provide access to data. Any options for providing access to data will be developed in line with the wider issue of the reuse of government data in general.

Adding disability status

Disability status was included as a demographic question in the 2009 survey. The disability status question from the 2006 census was used to identify New Zealanders with disabilities. This will provide high level data on the satisfaction with services for people with disabilities and provide data for monitoring the implementation of the New Zealand Disability Strategy.

Websites and email use

The 2009 survey included a new section look at the use of websites and email when accessing public services, and New Zealanders' channel preferences. The results from Kiwis Count 2007 reported lower use of on-line services than might be expected based on similar international surveys. Service delivery through on-line channels is a key area for providing channel choice, meeting New Zealanders' expectations and value for money service delivery. For future planning and measuring improvements it is important to have reliable, representative data about this area of service delivery.

Kiwis Count 2009

The Kiwis Count 2009 survey was undertaken in September and October of 2009. The data has been analysed and the results will be available on 31 March, 2010. The survey methodology was the same as used in the 2007 survey to allow maximum comparability between the two sets of results.

Kiwis Count 2007 was the first all-of-government national survey to ask New Zealanders about their perceptions and experiences of public services. A random sample of 6,500 New Zealanders was surveyed by post, with a response rate of 61%. Their views provided the State Services with a wealth of information on where public services are doing well and where they can be improved.

Kiwis Count is based on the Canadian government's Citizen's First survey, a programme that has been running since 1998. It is part of the New Zealanders' Experience research programme a larger research programme that was launched by SSC in 2006.

For more information see the SSC website:

- New Zealanders' Experience research programme

www.ssc.govt.nz/nzers-experience

- Kiwis Count

www.ssc.govt.nz/kiwis-count-research-survey

- or email:

newzealanders.experience@ssc.govt.nz

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