Case Study: New Zealand Ministry of Justice achieves streamlined collections, increased efficiency and improved visibility with Genesys Workload Management

New Zealand Ministry of Justice Transforms Collections and Increases Efficiencies

The New Zealand Ministry of Justice Collections Unit, a 580‑person team responsible for nationwide fines and enforcement, faced a growing backlog and inefficiencies — handling 1.2 million new fines a year and over NZD $800 million outstanding. Fragmented systems, inconsistent processes across 26 district units, manual reporting, geographic silos and staff cherry‑picking work prevented national prioritization and effective use of resources.

By implementing Genesys Workload Management (iWD), the Ministry consolidated all work into a single global task list, prioritized cases nationally, pushed tasks to the best‑suited staff, grouped all items per debtor, and automated data matching with other government records. The solution delivered immediate visibility and control, freed managers for higher‑value activities, increased collection capacity, reduced the backlog, and improved staff efficiency and teamwork without adding headcount.

New Zealand Ministry of Justice

Bryre Patchell

General Manager, New Zealand Ministry Of Justice Collections Unit