What’s the plan?

The Service Modernisation Roadmap is a strategic all-of-government vehicle to coordinate and accelerate New Zealand’s service modernisation journey. The Roadmap aligns cross-government effort and helps drive an improved and more unified customer service experience for digital government services. This puts New Zealand’s people and business at the centre of government services.

Improving the customer service experience of digital government services is a key portfolio priority for the Minister for Digitising Government, Hon Judith Collins KC.

Service modernisation is part of a wider digitising government approach to:

• move faster to improve digital service delivery to New Zealanders
• work smarter as a system to innovate and do digital differently
• reduce costs and maximise the value coming from agency digital projects.

The Roadmap has a rolling 3-year horizon and will be refreshed annually.

How’s it going?

Our current year (2025 to 2026) roadmap has 51 initiatives from 4 system leads and 8 operational agencies — ACC, Ministry of Education, Ministry of Justice, Ministry of Social Development, Inland Revenue, NZTA, Health NZ and MBIE. The initiatives are grouped into the following areas:

• customer service experience
• reusable digital components
• data, digital and security foundations
• doing digital well.

What’s next?

The Government Chief Digital Officer (GCDO) is leading an annual process to refresh the Roadmap in line with government priorities.

The next iteration of the Roadmap (version 2) will have a stronger focus on areas that can make a step-change difference to system-wide digital service delivery. We want to work smarter as a system to innovate and do digital differently, increasing our standardisation and coordination over time.

Where can I find out more?

Service Modernisation Roadmap