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 - donna.goodwin@ird.govt.nz)

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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