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New Zealand

Service Design (NZ0017)



Action Plan: New Zealand Action Plan 2018-2020

Action Plan Cycle: 2018

Status: Active


Lead Institution: Government Chief Digital Officer – Department of Internal Affairs

Support Institution(s): NA

Policy Areas

Capacity Building, E-Government, Public Service Delivery, Science & Technology

IRM Review

IRM Report: Pending IRM Review

Starred: Pending IRM Review

Early Results: Pending IRM Review

Design i

Verifiable: Yes

Relevant to OGP Values: Access to Information Civic Participation

Potential Impact:

Implementation i



Commitment 6: Service design Objective: To develop an assessment model to support implementation of the all-ofgovernment Digital Service Design Standard (the Standard) by public sector agencies ( The Standard provides the design thinking to support the objective of New Zealanders being able to work collaboratively with government to shape the design of public services. Collaboratively designed services will be more trusted, accessible, integrated and inclusive. The assessment model provides the basis to assess and measure agencies’ performance against the Standard and it supports a mind-set and culture change, both at an individual agency maturity level and in terms of systemwide change. Ambition: People experience more responsive, open, citizen-centric and user-focused service delivery. Status quo: The Government Chief Digital Officer published a new Digital Service Design Standard in June 2018 ( The standard sets out principles with supporting guidance for the preferred tools, techniques and approaches to transition from an agency-centric perspective on service design to a more user-centric driven mode of delivery. Approach: The development of an assessment model is a critical foundation piece, ensuring agency up-take, and supporting individual agencies to meet the standard and to enable system-wide change in the design, development and delivery of public services. A suite of guidance and existing directives have been collated to demonstrate ways for agencies to meet the standard. A review of the current state in New Zealand, and the international environment, will be undertaken to provide assessment model options. This is a ‘living standard’ and it will continue to be updated and evolve over time as our understanding of the complexities involved in putting it into practice improves, and as our collective maturity increases. We will seek and foster ongoing stakeholder engagement to provide input to help refine and improve this standard Lead agencies: Government Chief Digital Officer – Department of Internal Affairs
Timeline: October 2018 – June 2020
Commitment 6: Service Design: Develop an assessment model to support
implementation of the all-of-government Digital Service Design Standard by
public sector agencies.
OGP Values Public Participation,
Technology and Innovation
Verifiable and measurable milestones to fulfil
the commitment
Start date End date
Identify suitable assessment (conformance) models
for supporting agency uptake of the standard,
including options for assessment and measurement
of performance against the standard
August 2018 March 2019
Publication of preferred assessment model for
April 2019 June 2019
Public engagement on a refresh and review of the
Digital Service Design Standard
June 2020


  1. Engagement with Parliament

    NZ0012, 2018, Capacity Building

  2. Youth Parliament

    NZ0013, 2018, Capacity Building

  3. School Leavers' Toolkit

    NZ0014, 2018, Capacity Building

  4. Making New Zealand’S Secondary Legislation Readily Accessible

    NZ0015, 2018, E-Government

  5. Public Participation in Policy Development

    NZ0016, 2018, Capacity Building

  6. Service Design

    NZ0017, 2018, Capacity Building

  7. Official Information

    NZ0018, 2018, Legislation & Regulation

  8. Review of Government Use of Algorithms

    NZ0019, 2018, Science & Technology

  9. Data Practice Transparency

    NZ0020, 2018, Capacity Building

  10. Monitoring Information Management Practice

    NZ0021, 2018, Legislation & Regulation

  11. Open Data Government Organizations

    NZ0022, 2018, E-Government

  12. Open Procurement

    NZ0023, 2018, E-Government

  13. Open Budget

    NZ0005, 2016, Capacity Building

  14. Improving Official Information Practices

    NZ0006, 2016, Capacity Building

  15. Improving Open Data Access and Principles

    NZ0007, 2016, Capacity Building

  16. Tracking Progress and Outcomes of Open Government Data Release

    NZ0008, 2016, Capacity Building

  17. Ongoing Engagement for OGP

    NZ0009, 2016, Capacity Building

  18. Starred commitment Improving Access to Legislation

    NZ0010, 2016, Capacity Building

  19. Improving Policy Practices

    NZ0011, 2016, Capacity Building

  20. BPS Result 10 – New Zealanders Can Complete Their Transactions with the Government Easily in a Digital Environment

    NZ0001, 2014, E-Government

  21. ICT Strategy Action 13 – Open by Default: Active Re-use of Information Assets

    NZ0002, 2014, Capacity Building

  22. National Integrity System Assessment

    NZ0003, 2014, Anti-Corruption Institutions

  23. The Kia TūTahi Relationship Accord

    NZ0004, 2014, Capacity Building