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Te Pae Tawhiti Programme

Te Pae Tawhiti is a multi-year transformation programme that will make it easier for New Zealanders to get the support they’re entitled to from MSD and its partners.

It’s an ambitious programme that will involve significant changes to underlying systems, and introduce simpler processes and redesigned services that put people first.

Why are we doing it?

We want to make it easier for people to get the help they need from MSD and provide a better overall experience for the more than one million New Zealanders and the 2,000 partners MSD works with.

The programme will help us achieve the shifts we want to make, set out in Te Pae Tawhiti – Our Future, MSD’s strategic direction.

With new ways of working, supported by strong technology platforms, MSD will have the capability to serve New Zealanders for the coming decades.

How long will this take?

The programme will span nine years, but we’ll deliver changes in stages, or horizons, of three years each.

This is a large piece of work. Changes in Horizon 1, 2023-2026, include:

  • Students - 130,000 students will have a modern, easy-to-use online experience.
  • Digital employment – 100,000 job seekers will be able to connect with employers and gain upskilling opportunities online to help them get better jobs and sustainable employment.
  • Providers – our 2,000 partners will have a simpler, more efficient partnering, commissioning and reporting processes.

Horizon 1 is also about laying the technology foundations and setting up the design and programme management needed to ensure delivery of future changes.

What’s next?

In June 2023 Cabinet approved MSD’s Detailed Business Case (DBC) to progress MSD’s programme of transformation, Te Pae Tawhiti, with $100 million of new funding over two years allocated in Budget 23.

Market engagement update

In July 2023, MSD went to market for two separate Requests for Proposal (RFPs) for the provision and implementation of:

  1. Service Experience Platform
    The Service Experience Platform will improve people’s experience of MSD’s services across all channels.

    MSD will implement a modern service experience platform and foundational business capabilities that we need to enable our future service model. This will provide transformed channels and tools for MSD staff, as well as simplified processes and improved service experiences for clients, MSD staff and partners.

    MSD will procure a Transformation Partner who will propose, configure and work alongside MSD to implement the Solution (product and services) that will deliver the Service Experience Platform.

  2. Digital Employment Service Platform
    MSD is the lead agency providing public employment services in New Zealand, promoting equity in labour markets by supporting those most at risk of poor labour market outcomes and helping them find sustainable employment.

    On 15 April 2024 we signed an initial contract with WCC Services B.V. to undertake a discovery process to develop a new digital employment service. Once we complete the discovery phase we will work through a master services agreement (MSA). We will share the total value and term of the MSA when this contract is finalised.

    The Digital Employment Service Platform will enhance our current service offering by providing improved tools and choices for how users access our employment, well-being, up-skilling, training, and educational services, through an end-to-end self-service option.

This is a once-in-a-generation opportunity to work with MSD and help shape the future of our service to New Zealanders.

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