Listening to suppliers delivers results for New Zealand Transport Agency
New Zealand Transport Agency Waka Kotahi (NZTA) is taking a simple but powerful approach to improving how it works with suppliers.
In 2025, NZTA launched a Supplier Listening Pilot to better understand the challenges, opportunities and insights of suppliers across the transport sector. The goal was to create space for honest conversations, build stronger relationships and deliver better outcomes.
“In a constantly evolving operating environment, we need to think differently about how we do things. Supplier engagement is no exception,” says National Manager Transport Services Tammy Henderson.
The pilot focused on hearing broader, system-level feedback outside day-to-day contractual and transactional discussions. The initiative reflects a growing recognition that being an intelligent client means understanding suppliers, the market and the realities of delivery on the ground.
“To be an intelligent client you need intelligence and you need to know your suppliers,” says Tammy.
NZTA held structured conversations with suppliers from across the transport system. Feedback was anonymised. This allowed suppliers to speak openly and honestly about what is working, what isn't, and where improvements could be made.
The agency then combined AI-driven analysis with human expertise to identify key themes and insights. This information has helped NZTA validate existing work, identify new opportunities and prioritise practical improvements.
The real value comes from turning what we hear into action that improves how the system works. That’s where a simple discipline – listen, learn, act – really makes a difference.
Jo Carvey Head of Supplier Relationship Management and Market Intelligence
The pilot is already driving change. NZTA is using supplier insights to help refine design standards and support better delivery outcomes. They’re simplifying procurement processes with clearer guidance, templates and requirements that are proportionate to the scale and risk of the work.
The agency has implemented a national supplier directory for physical works to reduce unnecessary repeat tendering and speed up delivery. Early engagement and greater clarity around expectations is giving suppliers more confidence and certainty when responding to opportunities.
NZTA is also building its intelligent client capability through stronger supplier relationship management frameworks and more effective performance monitoring. This is helping drive better decision-making and more connected engagement across the sector.