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Transforming how we deliver services to New Zealanders

6 December 2016

New Zealand Government Procurement recently hosted a breakfast event where the Ministry of Social Development (MSD) discussed how they transformed their financial capability services.

MSD worked with their clients and provider community to transform critical financial services for vulnerable people in the community. As a result there are new services, such as financial mentors and Money Mates (peer led support).

MSD undertook a co-design process; engaging with the provider community and clients and taking a client-focused approach. Over 450 people were involved in interviews, workshops, development, and testing. This engagement allowed MSD to redesign solutions to better meet their clients’ needs and identify more effective ways to allocate funding, and design how the service will be delivered. It also ensured that the focus remained on meeting community needs by seeking providers with a deep understanding of local issues and connections within the community.

While this was an effective process, the team also learned lessons which they will be able to use to continue to improve these and other services they are responsible for. Three key learnings were:

  • Maintaining the relationship approach throughout the sourcing process would have continued to embed and reap the benefits achieved earlier in the process.
  • Greater engagement with potential provider communities may have elicited a greater response and identification of new providers (especially potential Māori and Pacific providers).
  • Build potential provider capability and capacity to deliver fantastic proposals on how they could deliver the service and identifying innovative ways for the providers to respond.

You can learn more about these critical services on the MSD website.


Last updated 12 December 2016