Our structure

We are New Zealand’s largest government department employing people in 260 locations around the country. To provide our diverse range of services in the best possible way, we’ve teamed up our business units into three groups.

Developing policy

The policy group is the government’s principal provider of policy and social sector advice.

Delivering services to the public

The Service Delivery group works together to make a difference for New Zealanders. Whether that’s helping someone get sorted financially so they can study, supporting someone into work, ensuring support is there for someone who can’t work, helping one of our seniors by granting their entitlement to New Zealand Superannuation, or giving New Zealanders confidence that the system they fund is being used by people in genuine need.

It does this through five key groups:

  • Client Experience and Service Design
    This group is responsible for ensuring the voice of the client is captured and used to create and deliver client experiences across Service Delivery; client and channel experience design; new service design and trials; and client segmentation and service streaming.
  • Client Service Delivery
    This group is responsible for delivering services to all clients and client experience through all services channels (face to face, phone and digital).
  • Client Service Support
    This group is responsible for 'back office' transactional processing; debt and fraud; channel and system management; operational policy; workforce planning and management; performance monitoring and reporting; and operational support to the frontline.
  • Community Partnerships and Programmes
    This group is focused on preventing and reducing vulnerability and harm for individuals, families and whānau, and communities. It is responsible for strategic partnerships; community, employment and population-based programmes; industry partnerships; and the service management of a range of national contracts.
    Find out more about Community Partnerships and Programmes
  • Strategy and Change
    This group is responsible for developing and delivering major change programmes and projects, managing Service Delivery’s change portfolio, developing and overseeing the Welfare and Employment Investment Strategy and the service and channel strategies for Service Delivery and MSD.

The work of our Service Delivery Group is supported by National Office, which is made up of a number of teams carrying out a wide range of functions. They share one purpose – supporting the work of our people around the country who are helping New Zealanders help themselves to be safe, strong and independent.

Supporting staff and the organisation

This group is made up of:

  • Corporate Solutions
  • Insights and Investment
  • People, Culture and Strategy
  • Policy.

Our business units are headed by a Deputy Chief Executive who, with the Chief Executive, form the Leadership Team.

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