The overarching purpose of this appropriation is to deliver a customer-centric, integrated tax and entitlement service experience for New Zealanders that is agile and intelligence-led.
The services we offer customers are covered by 4 categories within a multi-category appropriation.
- 1. Services to Ministers and to inform the public about entitlements and meeting obligations.
- 2. Services to Process Obligations and Entitlements.
- 3. Management of Debt and Unfiled Returns.
- 4. Investigations.
What we intend to achieve
This appropriation is intended to ensure customers find it easy to meet their tax and social policy obligations and receive the payments they’re entitled to.
The table below shows how results of our focus on encouraging customers to interact with us digitally. More and more customers are using self-service channels, such as myIR, to do what they need to. Businesses are increasingly using gateway services to interact directly with our systems - these interactions increased from 2.6 million in 2017 to 6.2 million in 2021.
The shift to our digital service channels between 2017 and 2021
| Channel | 2017 | 2018 | 2019 | 2020 | 2021 |
|---|---|---|---|---|---|
| Answered calls | 3,048,310 | 2,787,923 | 2,647,766 | 2,071,136 | 1,654,874 |
| Correspondence – digital | 750,232 | 702,215 | 780,262 | 1,373,620 | 1,229,374 |
| Correspondence – paper | 505,969 | 474,538 | 306,454 | 452,876 | 324,703 |
| Front of house | 204,276 | 133,427 | 111,118 | 208,286 | 153,261 |
| Gateway services | 2,593,235 | 2,477,569 | 3,309,400 | 5,675,571 | 6,207,127 |
| Inland Revenue website | 20,461,998 | 22,422,927 | 22,102,980 | 22,042,314 | 31,919,116 |
| Inland Revenue website – mobile | 8,466,224 | 11,090,654 | 14,104,949 | 15,416,786 | 25,173,707 |
| myIR – mobile | 194,302 | 593,543 | 7,757,364 | 19,706,151 | 19,823,498 |
| myIR – website | 17,029,696 | 9,897,210 | 17,221,220 | 33,486,216 | 33,060,367 |
| Self-service phone calls | 617,276 | 616,700 | 656,917 | 422,470 | 311,071 |
How we performed
| 2019-20 actual | Primary measures | 2020-21 target | 2020-21 actual | 2021-22 target |
|---|---|---|---|---|
| 87% | Percentage of customers satisfied with the overall quality of service delivery from Inland Revenue# | 90% | (M) 91% | 90% |
| 80% | Percentage of customers who feel Inland Revenue makes it easy for people to get it right# | 80% | (M) 81% | 80% |
# Actual performance measured using a sample of the customer population.
All targets are unaudited.
What it cost
For the year ended 30 June 2021
| Actual 2020 ($000) | Actual 2021 ($000) | Unaudited revised budget 2021 ($000) | Unaudited budget 2021 ($000) | Unaudited forecast 2022 ($000) | |
|---|---|---|---|---|---|
| Revenue | |||||
| $634,967 | Revenue from the Crown | $569,309 | $569,309 | $541,112 | $553,085 |
| $19,949 | Other revenue | $15,703 | $17,066 | $17,665 | $16,700 |
| $654,916 | Total revenue | $585,012 | $586,375 | $558,777 | $569,785 |
| $640,765 | Total expenses | $581,175 | $586,375 | $558,777 | $569,785 |
| $14,151 | Net surplus/(deficit) | $3,837 | – | – | – |
We came within budget for the Services for Customers multi-category appropriation. There are 4 categories within the appropriation and the individual results are shown in the following pages.
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Services to Ministers to inform the public about entitlements and meeting obligations
This category is limited to the provision of services to help Ministers fulfil their responsibilities to Parliament and the New Zealand public.
-
Services to process obligations and entitlements
This category is limited to the registration, assessment and processing of tax obligations and other entitlements.
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Management of debt and unfiled returns
This category is limited to activities to prevent returns and debt becoming overdue, and to collect unfiled returns and overdue payments.
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Investigations
This category is limited to Inland Revenue undertaking investigation, audit and litigation activities.