Case Study: New Zealand Inland Revenue achieves greater productivity and workforce planning with ActiveOps

An essential arm of the public sector, Inland Revenue plays a critical role in improving the economic and social wellbeing of New Zealanders

New Zealand Inland Revenue, a critical public-sector organisation responsible for tax and social policy services across New Zealand, faced a major workforce planning and service delivery challenge. It was handling millions of customer contacts, returns, registrations and payments each year while striving for greater efficiency, consistency and better service quality. To support this, it turned to ActiveOps and its AOM (Active Operations Management) methodology and Workware toolkit.

ActiveOps implemented a phased Operations Management programme across Inland Revenue’s frontline service areas, supported by coaching, training and a tailored rollout across multiple sites. The results exceeded original targets, delivering capacity savings equivalent to $17.9 million and helping approximately 3,000 staff and 340 leaders use the methodology daily. Inland Revenue also improved forecasting accuracy to within 2% of actual workload, managed its 2014 peak season more effectively, and created a more transparent, fact-based culture for planning and decision-making.

New Zealand Inland Revenue