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The case for change

What we have to deliver is very complex. Our system is very complex, particularly around the tools and approaches we have developed to ensure the legislation is enacted correctly. While we have mastered the benefit system, we acknowledge this has sometimes been at the cost of our direct relationship with the people we work with.

We want to strengthen our relationships while responding to the challenges of today and tomorrow:

• the financial downturn and credit crisis – ensuring our resources are directed to where there is most need
• the drive for efficiency and effectiveness of our programmes and services from Government and the Treasury
• the expectation from employers – ensuring that we are a consistent and effective service to find the right staff for them and add value
• the need for strong relationships – ensuring we work better to serve people using multiple services.

These challenges are creating pressure on our system and the way we interact inside it. We can no longer do the same thing again and again, expecting a different outcome. We must become more efficient and effective.

In this setting, we have three service options:

• work harder
• service people less or
• deliver differently.

We know that to deliver differently is the only right option.

The space for change

Our current way of working is at near capacity. Creating space for change means relieving parts of the system to ensure our service has room to change and our staff have space to contribute.

We must:

• review our systems end to end to reduce duplication, rework and wasted effort
• invest in technology to allow self help and streamline staff processing
• build on the strengths of our culture as we change
• do what we say we are going to do.

A scenario of success

My name is Matthew and I lost my job this week. I am a sole parent and have been a middle manager for five years. My life has been good but my outgoings are huge. I went to Work and Income, filled in my benefit application just in case.

I was stream lined through the Job Search Service since I have a Masters degree and have recently been working. In the kiosk I found two jobs that looked good, and the facilitator found me another one. Within days I had two interviews and accepted the job with the better hours for my kids. Even if I hadn’t got one of the jobs, it’s good to know I had a backup plan. They even talked about being able to do some courses if I couldn’t find something in the area I’d been working in. That really gave me some more confidence.

I thought I’d never have to go to Work and Income and I wasn’t all that happy about it, but I was surprised how painless it all was and people were really positive there.