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Action 5: Integrated service delivery

Adopt RealMe and deliver integrated digital services

The Digital Transformation team is working with agencies on Result 10 - making New Zealanders’ transactions with government easier in a digital environment.  Action 5 is one of the ten Actions in the Result 10 Blueprint (PDF 5.9 MB).

Action 5 is about making a fundamental shift in the way we design and deliver services.  We’re moving away from separate transactions that reflect how government agencies are organised.  We’re shifting towards integrated digital services that connect products and processes in a way that makes sense for customers, across agency and sector boundaries.  RealMe helps make this possible.  It enables customers to access a range of services with a single username and password, prove their identity online and safely share verified information about themselves so they can get more done without having to be there in person. 

Recent research has shown that customers currently have to navigate a confusing array of government services to achieve their goals.  This can be particularly difficult around life events, like having a baby or moving to New Zealand, when you have to deal with several different government agencies. This often results in a frustrating, disjointed and repetitive service experience.  Integrated services aim to address these issues by creating a seamless, consistent customer experience.

One of the actions in the Government ICT Strategy and Action Plan is to “create integrated transactional account views for citizens and business”.  Action 5 is about how we do this for individual New Zealanders. 

Tools to help us work differently


RealMe helps make the online channel something that we can trust and feel confident in. It's a secure and privacy protected way for New Zealanders to access online services, and assert personal information about themselves online.  See more about what RealMe does and who’s using it

Integrated service delivery

The ‘Federated Service Delivery’ programme is working with agencies to plan how government could deliver integrated digital services. Integrated services give customers a personalised end-to-end experience, regardless of the type of service they’re using, or the agency providing the service.

As a customer, you’ll be able to:

  • understand what services are available and how to access them
  • easily receive what you’re entitled to
  • supply information to government once
  • give consent for government to share your information between agencies as needed
  • see and understand what agencies are doing on your behalf.

Working together on this action

All of the Result 10 agencies  are working on this action.  We have a working group of agency representatives focused on integrating services around life events. One of the first life events we’re working on is the birth of a child.  We’re working with the health sector, IRD (Inland Revenue) and MSD (Ministry of Social Development) on this.

Next steps

We’re working on the implementation plan for the first integrated service delivery initiatives.

Related information:

Page last updated: 06/12/2016