What the plan was 

The Service Modernisation Roadmap was a strategic All-of-Government vehicle to coordinate and accelerate New Zealand’s service modernisation journey. The roadmap aligned cross-government effort and helped drive an improved and more unified customer service experience for digital government services. This put New Zealand’s people and business at the centre of government services.

Improving the customer service experience of digital government services was a key portfolio priority for the Minister for Digitising Government, Hon Judith Collins.

The roadmap was part of a wider digitising government approach to:

• move faster to improve digital service delivery to New Zealanders
• work smarter as a system to innovate and do digital differently
• reduce costs and maximise the value coming from agency digital projects.

The multi-year roadmap was refreshed annually.

How it went

The 2025 to 2026 roadmap had 51 initiatives from 4 system leads and 8 operational agencies — ACC, Ministry of Education, Ministry of Justice, Ministry of Social Development, Inland Revenue, NZTA, Health NZ and MBIE. The initiatives were grouped into the following areas:

• customer service experience
• reusable digital components
• data, digital and security foundations
• doing digital well.

The Government Chief Digital Officer (GCDO) led an annual process to refresh the roadmap in line with government priorities.

The second iteration of the roadmap (version 2) had a stronger focus on areas that made a step-change difference to system-wide digital service delivery. The GCDO wanted to work smarter as a system to innovate and do digital differently, increasing standardisation and coordination over time.

Where can I find out more?

Decommissioned Service Modernisation Roadmap