Frequently asked questions (FAQs)

General information

Q What email addresses will MSD use to send information to partners?

Most purchase order numbers will come from your MSD contact’s email.

Some purchase order numbers will come from community_information@msd.govt.nz

MSD notifications and your link to the Supplier/Partner portal will come from donotreply@weka.msd.govt.nz

Q What is changing for us?

 The primary changes include:   

• The introduction of purchase order numbers for all active contracts and the requirement to include these numbers on all invoices  
• Access to the Supplier/Partner portal 
• Electronic signatures - you’ll be able to securely review and sign contracts digitally, simplifying the process and reducing turnaround times. 

Please note - it’s not compulsory to use the portal or e-signatures, but we believe using both will greatly benefit the way we work together.

Q When is this happening?

The changes will take effect from 24 November. From then on you will need to include your purchase order number on any invoices and you will be able to access the Supplier/Partner portal to view transactions.

Q Why is MSD doing this?

MSD is making changes to the systems we use to manage our social sector contracts to make it easier for suppliers and partners to engage with us. This modern system will enhance transparency, streamline contract management, and reduce administrative effort over time. It will enable us to collaborate more effectively and focus on achieving better outcomes together, making it easier for you to continue supporting the New Zealanders you serve. 

Q Who was involved in the decision to adopt this technology?

The changes to the systems we use to manage our social sector contracts was shaped through close collaboration with suppliers and partners across community organisations and internal business units. This collective effort ensures the new system better supports shared goals and simplifies engagement, enabling us to focus on delivering meaningful outcomes together.

Q What new technology is being introduced?

The change introduces a secure online Supplier/Partner portal, giving partners more visibility over their payments and contract information and procurement opportunities. It also adds features like electronic signatures and simplified ways to engage in procurement, making working together more efficient and supporting our shared focus on delivering better outcomes for communities.

Q Will this change the way we interact with MSD?

Your existing relationships and ways of working with MSD will remain the same. The changes introduce more flexible and secure options for sharing information.

Q Will the change impact Work and Income clients and payments?

No, the changes only impact social sector partners who hold current contracts with MSD.

Q Do we need to change our current systems or processes?

No, suppliers/partners won’t need to change their own systems. The new technology is designed to work alongside existing ways of working, offering optional tools like the Supplier/Partner portal to make accessing contract information, signing documents, and engaging in funding opportunities easier and more efficient.

Q Where do I go to get all the information I need to make sure I get it right?

The person managing your contract now will continue to do so and will be there to guide you through the process. 

This site both detailed and quick reference user guides, and instructional videos. You can also call the dedicated MSD Contracted Service Helpdesk on 0800 808 770 for any technical and organisational support while everyone gets used to the changes. 

While the MSD person managing your contract will always be your first point of contact, you can also email community_information@msd.govt.nz

Q Will this mean a change to our contracts and our funding?

Our relationships with you, your contracts and funding with us will not change. Those people who manage your contracts will continue to do so and provide support when you need it. 

Q How will this affect our contract reporting requirements?

The new technology won’t change your core reporting requirements or schedules. You’ll continue to report as you do now, but some reporting can be submitted directly through the Supplier/Partner portal, making the process more streamlined. We’ll provide clear guidance ahead of go-live to help you understand what reporting will look like. 

Q Is there a financial cost to partners when using e-signing?

No, the new system only requires internet access and has no additional cost to you.

Q What are the benefits to us of this change?

The main benefits from the changes over time will be to:    

• reduce manual processes for both your organisation and MSD
• improve visibility and transparency of your transactions with us 
• make participation in procurement processes easier through the partner portal 
• streamline payments
• ensure data is accurate and consistent.

Q What support will we be given - when we start working with the new system changes?

The person managing your contract now will continue to do so and will be there to guide you through the process.

This website has both detailed and quick reference user guides, and instructional videos. You can also call a dedicated MSD Contracted Service Helpdesk on 0800 808 770 for any technical and organisational support, while everyone gets used to the changes.

While the MSD person managing your contract will always be your first point of contact, you can also email community_information@msd.govt.nz

Electronic signatures (e-signatures)

Q What do we need to do to be able to sign our contracts electronically?

Contracts will continue to be sent by email, with simplified steps that make signing and returning documents faster, easier, and more efficient. You don’t need any extra software or equipment at your end.

Q Do we have to use electronic signatures?

No – you can continue to sign your contracts and other documents manually – just as you do now.

Procurement

Q Do we need to go through the portal when applying for a tender?

The Supplier/Partner portal is MSD’s hub for sourcing activities. The portal includes submission instructions, key dates, and evaluation criteria. 

There are benefits to using the portal, including easy tracking of the progress of tender responses, and having all your MSD tender responses and contracts in one place.

Please respond to tenders through the portal, unless you have made other arrangements with the MSD person managing the tender negotiation.

Purchase orders and invoicing

Q Why is the purchase order number important on invoices?

Purchase order numbers need to be included on invoices to improve visibility of transactions and speed up the payment process.

Q What if our finance system can’t put the purchase order on our invoice?

The Invoice Guide demonstrates the optimal way a purchase order number can be included on an invoice. If you can’t add the purchase order number to your invoice, please reach out to the person who manages your contracts at MSD.

Q Will there be a separate purchase order number for each of our contracts? 

Yes, every active contract will have its own unique purchase order number. 

Q I can see a purchase order document in the portal and the amount on it is different to what I expected?

Purchase orders reflect the approved amount remaining on a contract at the time it was created. If you have questions about your purchase order information, please reach out to the person who manages your contracts.

Q What if my contract has multiple services in it – how do I prepare invoicing for that?

Invoices will need to match exactly the purchase order. If your contract has more than one service, these will need to be itemised in your invoice, as per the purchase order. An example invoice is shown in the 

Invoice Guide.

Q What needs to be included on my invoice?

Invoices must meet MSD invoice requirements and include your unique purchase order number. Invoice requirements are shown in the Invoice Guide. Client information must not be included on any invoices.

Q How will I send my invoice to MSD?

There is no change to the way partners send their invoices to MSD – please make sure invoices meet the MSD invoice requirements and then send to MSD as you usually would.

Q How will I send my reports to MSD?

For eligible contracts, Questionnaires can be used to provide contract reporting through the Supplier/Partner portal. You will be notified if this option is available for your contract.

The ability for partners to send reporting via email (or however they are currently sent) will remain, especially in cases where reporting has client information in it. Client information must not be included in reporting submitted through the Supplier/Partner portal.

RealMe

Q What's the difference between a RealMe login and RealMe verified identity?

RealMe login is a username and password you use to access government services online. It is unique to you and doesn't share any of your personal details. Only you can see where and when it has been used.

RealMe verified identity is your online identity, that allows you to prove who you are when organisations need to know who they are dealing with. When you use your verified identity online, you must consent to share your details, so you are in control of your personal information.

Q Do I need an ID verified RealMe account to access the MSD Supplier/Partner portal?

No, only a RealMe login is required to access the Supplier/Partner portal. Any questions or support needed to create or use your RealMe account, please give the RealMe helpdesk a call on 0800 664 774.

Q Do I need to create a RealMe login for work related tasks and a separate login for personal tasks?

No, use of a single RealMe account to validate your access to personal, work-related tasks or government services online is all that is needed. Any questions about your RealMe account or multiple logins please give the RealMe helpdesk a call on 0800 664 774.

Q Been asked for an authenticator code?

If you’re being prompted for an authenticator code, it’s because you’ve previously registered an authenticator app in your RealMe account. If you no longer have the device with the authenticator app, phone the RealMe helpdesk on 0800 664 774.

Using the Supplier/Partner portal

Q Is it going to be compulsory to sign up for the portal?

No – you don’t have to use the portal. We do, however, strongly encourage partners to take advantage of the enhanced capabilities it offers. The new Supplier/Partner portal has been designed with suppliers and partners in mind, offering practical benefits, such as simplified processes and on-demand access to transactions and other information whenever needed. These improvements are aimed at helping you work more efficiently, stay informed, and deliver greater value to your clients. We do recommend you get a RealMe username and login so you can be ready to access the portal when you want to. After 24 November, the portal can only be accessed using a RealMe username and login.

Q What are the benefits to us of using the portal?

Using the portal will make it easier to:

• get secure visibility of payments and contract information anytime, including seeing contracts when created or varied in the system
• update your organisation’s information, for example you can make real time updates to your address, bank account details, and key contacts, and assign staff to contract management roles
• have direct visibility of upcoming procurement opportunities and documents, with the ability to submit responses efficiently in a single system.

Q How can I sign in to the portal?

To access the portal you will need a RealMe username and password. If you don’t already have a RealMe login you can create one here Home – RealMe.

Q Can I log in and access information for multiple organisations I support?

Yes, to do this you will need to set up a separate login for each organisation you work with. The organisation’s Supplier/Partner portal administrator can create system user accounts, or you can contact NAC_Suppliers@msd.govt.nz for assistance.  Once access is granted, you can log in and view information for one supplier/partner record at a time.

Important: You will receive a welcome invitation link for each organisation to register your login. These invitations are sent from donotreply@weka.msd.govt.nz  and do not include the organisation name, so please keep track of which link corresponds to which organisation.