What’s different about our civil service?
New Zealand’s civil servants have a citizen-driven approach. “Some of that success is owing to the civil service approach to implementing technology based on customer personas and a careful examination of customer journeys.”
A key to this is almost universal internet penetration, which “implies a somewhat sophisticated citizenry which has the tools and the nous to not only seek and therefore drive electronic engagement, but also to use electronic services when provided.”
Kiwis are early adopters of technology, which makes electronic engagement easier…saving time and resources.