Understanding the Drivers- 'Value for tax dollars spent' fact sheet

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Published:

1 July 2009 (All day)

Last updated:

5 November 2010

Copyright:

Crown copyright

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 Introduction

Understanding the Drivers is a research project that helps us to understand what the drivers of satisfaction and trust mean to New Zealanders.

Forty focus groups were held across the country in 2008 with the general public, Māori, Asian, Pacific and young people (aged 15 - 30 years). Groups were held in main centres and provincial areas. The views of these New Zealanders have provided us with a wealth of information to assist public service agencies to become more user-focused and accessible, and ultimately improve service delivery for New Zealanders.

This fact sheet provides a summary of one of the six drivers of satisfaction (see the For more information section at the end of the fact sheet for further details about the programme).

What does the driver 'it's an example of good value for tax dollars spent' mean?

Participants interpreted this driver in two ways - 'good value' services were either essential 'core' services or where a person had received a high quality service.

Core services

Most of the examples that were considered good value for tax dollars spent related to health, education, police, emergency services and, to a lesser extent, were infrastructural and environmental. These core services were value for money because participants felt they were:

  • Considered free - or paid for through taxes or rates
  • Necessary and available to everyone
  • Generally provided excellent service based on personal experience
  • Performed well despite being under-resourced
  • A demanding job for those on the front-line

High quality service

Another way participants interpreted 'good value' was when they had received a high quality, comprehensive service, that is, the experience had exceeded their expectations.

"They offer a prompt and efficient service. They put a name to a person, you get a case manager, they have good systems, they have good phone systems and you can contact the person, that is your only contact."

"When I do need to avail myself of the services of some government department, then I expect them to be run well, that the people there know what they're doing and that they treat you right. I expect a good service for all those taxes I pay. Good value for money."

Increasing awareness and value

Participants placed higher value on services that they knew about, that is, the service was tangible or visible. As such, front-line staff were valued more by participants than advisory or administrative staff. Television programmes, for example about the Police, Customs and Fisheries, had helped participants understand the value those organisations provided.

"It's money well spent with Customs. Because they provide a really good service. I didn't realise actually what they did until you see the programmes on TV and stuff and they control all the mail that comes through ... I didn't really think that anyone looked at stuff like that. So I just think that that's really good service."

There was strong support for value for tax dollars spent to be shown. Suggestions were made that information on how tax dollars are spent should be available on a special website, in libraries and local newspapers. Participants also felt this information should be presented in a way so that it is easy to understand. Other participants expressed some scepticism over whether people would actually read such information.

Unique interpretations from different population groups

Some participants, notably Asian and Pacific people, made international comparisons with public services they had experienced elsewhere to gauge whether there was good value for tax dollars spent. Public services in New Zealand were generally held in high regard.

"I was born here but I went back to Tonga and they don't even have a public service ... also in the States if you don't have medical insurance you're not going to be treated. In Thailand people live on tourists giving them stuff."

An example of how the same service can be interpreted in different ways is getting a passport. Asian participants tended to place more value on the New Zealand passport than other participants. It was described as a high quality passport because of the visa-free access it provided to many countries. For other participants the significant increase in price, as well as halving the passport tenure, equated to poor value for money.

How can managers improve satisfaction for this driver?

  • Improve service delivery through meeting expectations as discussed under the 'service experience met your expectations' driver.
  • Inform customers about what fees cover and the benefits the service provides. Some participants thought a passport was only used to track a person's movements and provided no personal benefit. Informing customers of the benefits of a service should enable them to see the value they receive for what they pay.
  • Look at ways to improve public awareness of the services an agency provides.
  • Provide better information to the public concerning expenditure of public monies through local newspapers, agency websites or newsletters. This information should be easily accessible, that is, simple and easy to understand.

For more information

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