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Action 4: Consolidating customer-centric government information

Consolidate and rationalise the government web domain and rewrite service information to make transactions easier to find and use

The Digital Transformation team is working with agencies on Result 10 - making New Zealanders’ transactions with government easier in a digital environment.  Action 4 is one of the ten Actions in the Result 10 Blueprint (PDF 5.9 MB).

Action 4 is about combining and reducing the number of government websites, removing duplication of content and making it easier for New Zealanders to transact with us.

Government has more than 550 websites.  These are often organised around what agencies do, rather than how customers want to interact with us.  Multiple websites address common customer groups and some of our content is doubled-up on different sites.  New Zealanders often struggle to find and understand the information they need.

We can do better at giving users the information they need, where they can find it.

Strategic Assessment

The Web Consolidation Strategic Assessment found that the proliferation of information on government websites could be confusing for customers. It recommended agencies adopt more collaborative modes of creating content, and to start small and iterate.

Consolidating customer-centric government information (C3GI)

The Service Innovation Working Group has asked the C3GI team to work with agencies to develop content for older people and the birth of a child life event. The team and agencies will devise and test processes, systems and standards for developing and maintaining cross-agency content. This work will test the recommendation from the Strategic Assessment and inform any plan for future optimisation and consolidation of the government web domain.

Related information

See the Web Toolkit blog for posts about the work Action 4 has been doing:

Page last updated: 14/12/2015