inland revenue: building community trust through proactive engagement
TRANSCRIPT
Inland Revenue:Building Community Trust Through Proactive Engagement
What we’re here to achieve
Inland Revenue’s Primary outcome:“Improving the economic and social wellbeing of New Zealanders”
Inland Revenue’s Intermediate outcomes:“Revenue is available to fund government programmes through people meeting payment obligations of their own accord”“People receive payments they’re entitled to, enabling them to participate in society”
Our Desired Future:“We make it easy for customers to get it right and hard to get it wrong.”
Inland Revenue’s Families Strategy:“Inland Revenue effectively engages with intermediaries and third party endorsers to build community awareness and confidence.”
How we proactively engage with the Community
Social Policy Liaison Officers Family Assistance and Student Loan Customers
Community Liaison Officers Child Support Customers
Maori Community Officers Maori Customers
Industry Partnership Industries
Agent Account Managers Tax Agents
Business Tax Information Officers New Businesses
Child Support Community EngagementBuild trust and professionalism through standardised resources
Presentations developed around key messages
Customer testing to develop products and generate feedback loop
Standardised resources allow evaluation of whether key information is delivered and understood and if we are continuing to deliver the right messages
Social Policy Liaison Officer Narrative“This [trust] was achieved in part due to the face to face nature of the service you are offering, and the reliability of people being able to get their issues solved the first time they seek help”
Linda AllenGeneral Manager
Cannons Creek Fanau Centre
Building Community Trust
We are providing a ‘face to Inland Revenue’ within the community
We engage with non government organisations and their customers
We work alongside other government agencies
We are building customer capability
We deliver on our promises
What we’ve learnt so far
We must recognise that it is important to listen to non government organisations and community
We need to have the right people, at the right place, at the right time
We must tailor the delivery of our messages to our audience
We need to understand the importance of branding, e.g. Working for Families
Reflections on Community EngagementReview our community engagement
for our family customers
Opportunity to build on our approach to be more effective
Need to monitor/evaluate whether it is working
Target and tailor our activities through understanding our customers
Developing new approach with greater focus on one to many
Where to from here?
Develop partnerships at national level (Contact Donna Goodwin - [email protected])
Seek out partners and work with them to provide information and education to our customers
Tailor our engagements to meet the needs of local communities
Build customer capability - particularly through use of e-products
Ensure we remain visible in the community, in partnership with other government agencies
Join up our approach (internally and externally)
Questions
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