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MSD – services for the future
MSD – services for the future is a multi-year programme to transform how we operate so we can make it easier for clients, partners and our people to access and deliver the range of services MSD provides.
Why are we doing it?
Our transformation is about more than modernising our technology. It’s about people – changing the way we work, making it easier to get things right first time, and for people to get the support they’re entitled to, understand and meet their responsibilities, and move into work if they can.
We want to improve people’s experience of engaging with us and ensure MSD can meet future challenges.
To do this, we are taking a people-focused, technology-enabled approach that will modernise core systems and processes, reduce system risk and ensure more secure, reliable services for New Zealanders.
We’ll have improved digital services, with automated job matching, connecting clients to jobs that best suit them. There will be less red tape for our social sector partners, and it will be easier for employers to work with us and fill jobs.
MSD – services for the future will help us achieve the shifts we want to make, set out in Te Pae Tawhiti – Our Future, MSD’s strategic direction, as well as our Te Pae Tata and Pacific Prosperity strategies.
Our focus areas
We’re focused on three main areas:
- Work – Delivering services that are responsive to the New Zealand labour market, so employers get timely help and clients get the right level of support to get work-ready, into work, and stay in work.
- Partnering – Working better with partners and reducing red tape so they can focus on helping people.
- Payments – Making sure people get the right financial help and reducing overpayments.
With new ways of working, supported by strong technology platforms, MSD will be set up to serve New Zealanders for the coming decades.
Timeframe
A change of this size and scope will take time. MSD – services for the future is in year four of a nine-year programme.
Where we're up to
We’re now in delivery mode for the transformation.
New contract management system
In 2024 and 2025 we phased in a modern, fit for purpose contract management system for the social partners we work with. The new system is designed to simplify contracting processes and reduce the admin burden so partners can focus on the vital work they do in communities.
Moving our voice technology to the cloud
In August we’ll start rolling out cloud-based voice technology platform, Genesys Cloud, to replace our existing contact centre system. We’re starting by introducing the technology to some of our smaller, non-client facing teams, before expanding the implementation to our contact centres, throughout 2027.
Digital employment services
At the end of June 2026, the first phase of our digital employment service went live, making it easier for clients to apply for jobs, for employers to list jobs and for staff to better support people into work. In phase two, which we’re building now, we’ll have a dedicated portal where employers can create, edit and list their own vacancies, have those matched, and view and manage all their applicants.
Funding for the transformation programme
In Budget 2025, the Government approved $67 million for 2025/26 and a long-term commitment to the whole of the programme.
Programme partners
We’ve engaged a number of critical vendors to support the implementation of the transformation:
- A consortium of partners led by PwC (including Adobe and New Zealand companies Assurity, Sysdoc and Ghost Partners) is providing expertise to design, configure and implement our core service experience platform
- WCC Group B.V. is providing expertise in the design and configuration of our digital employment solution
- Accenture supplied MSD with services relating to the configuration and implementation of our Oracle system to implement new contracting and procurement functionality
- NTT Data is supporting the transition of our contact centre technology platform to the cloud.
All agreements with critical vendors include contractual obligations for business continuity.