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 33 initiatives from 5 agencies — Ministry of Business, Innovation and Employment (MBIE), Department of Internal Affairs (DIA), Ministry of Social Development, Ministry of Justice and StatsNZ. The Government Chief Digital Officer (GCDO) is leading 13 of DIA’s initiatives. Some initiatives apply to all agencies where it’s relevant to their business.

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 GCDO is leading an annual process to refresh the Roadmap in line with government priorities.

The new Roadmap (version 2) has 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 v2