Service Modernisation Roadmap v2

The All-of-Government Service Modernisation Roadmap lays out a programme of customer-focused digital initiatives from across the public service. It has a rolling 3-year horizon.

Improving government digital services

The Roadmap aligns effort across government agencies and drives our performance as we move towards a more unified customer service experience for government digital services.

Agencies are responsible for implementing their own initiatives on the Roadmap. The Digital Executive Board oversees implementation of the Roadmap and leads an annual process to refresh it in line with current government priorities. The Digital Executive Board also receives regular implementation progress reports.

View the Roadmap as a PDF file, or continue browsing this page to view all initiatives.

Initiatives by layer

The 4 layers of the Roadmap are:

The full name of each lead agency is provided in the glossary.

Glossary of abbreviations for the Roadmap leads

Customer service experience

Table 1: Customer service experience — system lead initiatives
Initiative Lead Financial year

Deliver initial release of the Government App, including a roadmap for service onboarding from agencies and a digital wallet

 GCDO FY25/26 to FY27/28
Deliver service design and user experience requirements, guidance and tools to guide agencies to deliver improved and more consistent digital customer service experiences GCDO FY25/26 to FY27/28
Deliver an AI virtual assistant to make it easy for people to find and use government information and services confidently GCDO FY25/26 to FY27/28
Provide reporting and insights on high-demand digital services and customer perception to ensure government digital services meet New Zealanders’ needs and expectations GCDO FY25/26 to FY27/28

Table 2: Customer service experience — agency lead initiatives
Initiative Lead Financial year
Enhance digital services for tenancy bond collection and distribution to deliver an improved customer experience MBIE FY25/26
Partner with public libraries to improve digitised government services in communities DIA (Nat Lib) FY25/26 to
FY26/27
Develop a new Digital Employment Service to connect jobseekers, employers and training providers, supporting New Zealanders to get into work and reduce the number of jobseekers on benefit MSD FY25/26
Deliver a modern digital system to support contracting with partners consistently and transparently, so social sector partners have less red tape and better systems and processes MSD FY25/26
Modernise Contact Centre and Workforce Platform to enhance support for court system users MoJ FY25/26
to FY27/28
Provide court remote participation services to enhance New Zealanders’ access to justice MoJ FY25/26
to FY27/28

Reusable digital components

Table 3: Reusable digital components — system lead initiatives
Initiative Lead Financial year
Develop API standards and ensure agencies are able to access key government APIs GCDO FY25/26 to FY27/28
Implement an All-of-Government messaging and notification platform to support the Government App GCDO FY25/26 to FY27/28

Table 4: Reusable digital components — agency lead initiatives
Initiative Lead Financial year
Through FormBuilder, develop similar and more consistent government forms to make it easier for businesses to provide information digitally to government MBIE FY25/26
to FY26/27
Migrate surveys to a single consolidated survey platform with multi-modal capability to improve respondent experience and make it easier for businesses to complete surveys Stats NZ FY25/26
Create efficiency and value for money by delivering a payments service design for use across social sector agencies MSD FY26/27
Create efficiency and value for money by developing common social sector patterns to speed up eligibility assessment and delivery of social sector products and services to New Zealanders MSD FY26/27
Deliver Identity Check service for online identity verification for government services to make it easier for New Zealanders to prove who they are online DIA FY25/26
Provide a unified digital photo submission onboarding service (genuine face capture and liveness capabilities) to access government services, that works with Identity Check DIA FY25/26
Agencies prepare to use Identity Check and Digital Photo Onboarding for customers who do not have other means of identifying themselves online Agencies FY25/26 to FY27/28
Agencies use API standards, consume and contribute key government APIs Agencies FY25/26 to FY27/28

Data, digital & security foundations

Table 5: Data, digital & security foundations — system lead initiatives
Initiative Lead Financial year
Develop a 2-year roadmap for accelerating use of government AI solutions GCDO FY25/26 to FY27/28
Develop an All-of-Government AI reference architecture to guide the design and implementation of government’s AI solutions, promote best practices and accelerate development across the public service GCDO FY25/26 to FY27/28
Develop a Digital Identity Services Trust Framework reference architecture in conjunction with private/public sectors DIA (DISTFB) FY25/26
to FY26/27
Implement an All-of-Government issuance platform for digital credentials GCDO FY25/26
to FY26/27
Develop digital standards for web and mobile accessibility to support delivery of user-friendly services for all New Zealanders GCDO FY25/26

Table 6: Data, digital & security foundations — agency lead initiatives
Initiative Lead Financial year
Provide service interoperability to securely share court information with trusted partners (Te Wheke) MoJ FY25/26
to FY26/27
Deliver digital case and court management to transform courts’ administration and court users’ experiences (Te Au Reka) MoJ FY25/26 to FY27/28
Agencies use All-of-Government issuance platform for digital credentials Agencies FY25/26 to FY27/28
Agencies prepare to issue and receive digital credentials, including data cleansing as a first step where necessary Agencies FY25/26 to FY27/28
Agencies apply All-of-Government AI reference architecture Agencies FY25/26 to FY27/28

Doing digital well

Table 7: Doing digital well — system lead initiatives
Initiative Lead Financial year
Design an Interim Target State Programme to provide an initial focal point for the ongoing work required towards developing a rolling 5-year digital government target state. The interim Target State will support the delivery of modern, joined up, customer-centric government digital services by consolidating and connecting government’s digital footprint to drive down costs GCDO FY25/26
Improve the way government invests in and procures digital technology to deliver greater value for money and lower the costs of digital GCDO FY25/26 to FY27/28
Strengthen digital and data capability across the public sector workforce GCDO FY25/26
to FY26/27

Glossary of Roadmap leads acronyms

DIA
Department of Internal Affairs | Te Tari Taiwhenua
DISTFB
Digital Identity Services Trust Framework Board — Department of Internal Affairs | Te Tari Taiwhenua
GCDO
Government Chief Digital Officer — Department of Internal Affairs | Te Tari Taiwhenua
MBIE
Ministry of Business, Innovation and Employment | Hīkina Whakatutuki
MOJ
Ministry of Justice | Te Tāhū o te Ture
MSD
Ministry of Social Development | Te Manatū Whakahiato Ora
Nat Lib
National Library of New Zealand | Te Puna Mātauranga o Aotearoa
Stats NZ
Statistics New Zealand | Tatauranga Aotearoa

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