Annual Report cover 2013

More people interact with the Ministry in a digital environment

We are taking advantage of technology to increase our efficiency while better matching the needs of our clients.

Enhancing service channels

This year we used mobile and social media to extend the reach and capability of our service channels. This offers more choice for our clients and partners. We also enhanced our channels in several ways.

  • We extended voice recognition technologies so people can register their voice print to access some self-service functions, including collecting wage data.
  • We have been using the iGovt logon for MyStudyLink (student self-service) since August 2012. This allows students to use the same logon across all agencies in the iGovt programme. We prepared for the transition from the iGovt to the RealMe logon service, which occurred in July 2013.
  • We put in place district health board iGovt logons for Gateway Assessments.
  • We developed a digital iBook version of the Ministry’s Rise magazine. This application is downloadable from the Apple iTunes store. The Rise iPad application updates itself when a new issue is available and stores previous issues. It is the first step as we look for more ways to make Rise easier for more people to reach and read on mobile devices, PCs or laptops.
  • We are developing a new mobile application platform that will allow more applications to be used by clients (eg MyStudyLink) and staff. This will be available in 2014 with applications for the platform being built at the same time.

By 30 June 2013, 224,674 students had set up iGovt logons.

Matching the needs of our clients

Family Services Directory

The Family Services Directory helps people find the family support services and organisations they need wherever they are in New Zealand. It is an online directory of family support services, with 5,770 providers listed as of 30 June 2013.

In 2012/2013, we improved the directory’s search function to make it easier for people to find the right services in their community. We also enhanced online access for providers to review their information.

The Family Services Directory supports our ISO initiative by listing ISO Capability Mentors, providers of Youth Service – NEET/Youth Payment services, and drug-testing agencies.

Online channels for older people

Online self-service applications are streamlining the New Zealand Superannuation (NZS) application and approval process. In the year ended 30 June 2013, 32 per cent of NZS applications were submitted online, compared with 29 per cent for the year before.

Regular email updates to around 168,000 NZS clients and SuperGold cardholders tell people about annual payment increases, health and wellbeing-related issues, legislative changes affecting older people, and special offers from SuperGold Card business partners.

To cater for the rapidly growing internet-savvy older population, we have provided an online self-service channel for NZS applications.

Extending SuperGold Card

The SuperGold Card helps older New Zealanders participate in their communities. It offers concessions such as free off-peak public transport and discounts from a range of businesses, including those in the health and wellbeing sector. The number of business partners has grown rapidly. As at 30 June 2013, the SuperGold Card programme had 5,636 business partners, operating from 10,103 outlets throughout New Zealand.

Further enhancements to the website in 2012/2013 enabled users to search for discounts more easily and create and print a personal discount directory.

SuperGold Card now has 53 per cent more business partners than a year ago, offering discounts in more than 10,000 outlets.

2012–2015 Statement of Intent Performance Indicators

More people interact with the Ministry in a digital environment

Intermediate Outcome – More clients are using a wider range of services online


The proportion of people[1] taking up online services


Intent: Increasing

2011/2012 result: 28.9%

The percentage of the Ministry’s senior clients taking up online services has increased from 29 per cent in 2011/2012 to 32 per cent in 2012/2013.

The proportion of clients applying for a benefit online

(No trend available)

New indicator for 2012/2013

Intent: Increasing

As at the end of June 2013, of the 847,666 total benefit applications received by Work and Income, 268,770 were lodged online.

Intermediate Outcome – Transactions with the Ministry will be more convenient for clients


The proportion of students applying for student support online

(No trend available)

New indicator for 2012/2013

Intent: Increasing

In 2012/2013, 96.6 per cent of students applied for their Student Loan or Student Allowance online. Given the high percentage already achieved for this indicator, in 2013/2014, the intent of the indicator in the 2013–2016 Statement of Intent has been changed to 'maintaining’ rather than 'increasing’.

More students access their ‘MyStudyLink’ e-accounts using smart applications

No result available

New indicator for 2012/2013

Intent: Increasing

During 2012/2013, a Ministry-wide mobile application was developed. The StudyLink application is being built on this enterprise platform. The options and technical requirements for the StudyLink mobile application have been determined and the development of a business case has commenced. This will be advanced in 2013/2014.

1. Refers to people aged 65 years and over.

Annual Report cover 2013

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