- Title page
- Section 1: Accessible State Services
- Section 2: Responsive State Services
- Section 3: Effective State Services
- Appendix 1: Agencies' updates on case studies
- Appendix 2: Interview questions for agencies
- Appendix 3: List of agencies and organisations interviewed
- Acronyms used in this report
Appendix 1: Agencies' updates on case studies
This appendix has been added to record details of specific changes to policies or procedures that have occurred since the events discussed in the case study research. Agencies were asked to provide specific text, not already dealt with in the report, for inclusion in this appendix.
3.9 Taranaki Case Study - Farmer dealing with major weather event
Page 75 - Since the 2004 floods, the MAF? has reviewed the Government recovery policy, which has tightened the parameters around financial assistance, and clarified what other assistance is available. There has been no real change in MAF's accessibility but it has publicised the new recovery policy.
MAF is also working to set up Rural Trusts around the country, including in Taranaki, which will materially assist the rural community during an adverse event, and speed up recovery afterwards.
3.13 Taranaki Case Study - Treaty settlement process
Page 107 - Section 8(2) and (3) of the Crown Minerals Act 1991 permits these types of reasonable domestic mineral takes (at least the Crown allocation aspects). Section 8(2) says that people do not need a permit to take any minerals (includes stones) from their own land as an owner or occupier for their reasonable building, domestic, road making, etc uses (hāngī stones would be covered under "domestic"). Section 8(3) permits extraction of natural material (hāngī stones) from riverbeds and the coastal marine area (which would probably be the other main source locations for hāngī stones) without needing a permit from Crown Minerals.
Page 108 - TPK's involvement in the Treaty settlements process spans the full length of the negotiations, is significant and wide-ranging but this is not always fully appreciated by hui participants, claimant groups and the general public.
TPK has a specific role in the mandating and ratification of post-settlement entity phases of the process, which involves considerable interaction with many different stakeholders including claimant groups.
The claims definition is an important part of a Treaty settlement and TPK provides advice to claimants and the Office of Treaty Settlements on this issue as appropriate during the pre-mandate period. Its purpose is not primarily to limit future liability to the Crown but to ensure that the Crown is negotiating with the correct people to settle particular claims. TPK's involvement and interaction with claimants groups should not be misconstrued as limited to a single hui on claims definition.
3.19 Waitakere case study - Person who has recently obtained a protection order
Page 156 - The $50 contribution cost to legal aid services no longer applies as the regulation that stipulated this was revoked on 1 March 2007 by regulation 19(1) of the Legal Services Regulations 2006.
3.22 Waitakere case study - Small import business looking to expand
Page 182 - TPK had contracted Te Whānau o Waipareira Trust to provide business mentoring services as part of the Ministry's Māori Business Facilitation Service. The Waipareira Trust's contract was for a 12 month period. However, the contract was not renewed at its conclusion due to performance issues, and the particular case study should not be taken as indicative of the service provided by the Māori Business Facilitation Service. Recent evaluations of the service have assessed it as being effective in the provision of services. Further, the Māori Business Facilitation Service was judged the winner, at the Vero Excellent in Business Awards in 2006, of the award for the most significant contribution by a public-private sector partnership.
ACC has worked hard over the past year to improve claimant satisfaction, which has risen overall from 77% in 2005-2006 to 82% in 2006-2007. The initiatives undertaken included:
- tracking inbound and outbound calls to claimants and promoting proactive rehabilitation and communication with claimants (to address poor communication and service delays)
- reviewing ACC's forms, letters and fact sheets (addressing poor communication)
- implementing the Service Recovery framework (addressing poor service from staff and poor communication)
- developing a staff capability strategy.
The number of complains referred to the Office of the Complaints investigator has fallen 44% in the past year. Satisfaction increased for all claimant groups and met targets with the exception of Māori claimants. Implementation of the Māori Access Strategy will result in improved services for Māori, which in turn will drive better results in Māori claimant satisfaction.
An independent survey of the level of public trust and confidence is undertaken quarterly. The survey results showed a steady rise in trust and confidence, from 44% at June 2006 to 53% at June 2007 - a significant improvement on the target of 46% for 2007.
3.5 Christchurch case study - ACC workplace injury
ACC has introduced CoverPlus Extra for self employed people. It guarantees a level of weekly compensation, agreed in advance with ACC, if the person is unable to work as the result of an injury. The level of cover can be tailored to suit personal circumstances. In the event of making a claim, there is no need to prove earnings, as the weekly compensation has already been agreed. The self employed person receives 100% of the amount of weekly compensation purchased until they are fit for full-time work.
3.14 New Plymouth case study - ACC workplace injury
This case was managed by an accredited employer who is responsible for management of its own claims and is not illustrative of ACC's approach and systems.