New Zealand climbs global digital ranking but equity lags
Progress in digital services
The Digital Government Index (DGI), conducted annually by Adobe, benchmarks individual government agencies and departments on their delivery of functional and inclusive digital services. The 2024 results show New Zealand's overall score increased to 66.5 out of 100, representing an 11.6 per cent rise from its 2023 ranking and a 14.7 per cent lift from the inaugural 2022 assessment.
This improvement moves New Zealand into the Intermediate maturity category, alongside all other countries in the study. The increase is largely attributed to a 14 per cent improvement in Customer Experience, which was the highest-rated globally, and a 13 per cent rise in Site Performance. However, the Digital Equity dimension saw only a 7 per cent increase, suggesting more work is needed to ensure equal access to services for all citizens.
The Ministry of Education was the top-performing agency in New Zealand, achieving consistent results across the three DGI dimensions without leading in any single category.
Strategic approach
New Zealand's current digital strategy is guided by the Service Modernisation Roadmap, which was introduced in late 2024 and takes a unified agency approach to service improvement. It is managed by the Government Chief Digital Officer and relies on individual agencies to implement consistent service experiences across government operations.
The modernisation programme is grounded in four key pillars: enhancing customer experience, developing reusable digital components, strengthening foundational systems, and improving digital governance. These focus areas are designed to produce efficient and equitable government services for all New Zealanders. "Scaled up across millions of customer interactions, there are opportunities for significant returns on investment from driving a more efficient, customer-centric approach to digital service delivery," said Paul James, Government Chief Digital Officer and Chair of the Digital Executive Board.
Comparisons and rankings
New Zealand was ranked third globally in the 2024 DGI, following the United Kingdom and Australia, and placed ahead of the United States, India and Singapore. The study assessed 102 agency websites worldwide, with Australia's myGov achieving the top overall score. French Administration and French Retirement completed the top three international websites.
The highest-performing websites generally provided accessible entry points to government services, strong accessibility features, and personalised citizen journeys. In New Zealand, the Ministry of Education scored consistently across all measured areas to lead government agencies.
Technology and trust
Artificial intelligence continues to influence how public sector agencies deliver personalised digital experiences at scale. AI adoption is seen as important not only for automation, but also for constructing a citizen-centric public sector. When implemented strategically, technology such as AI can deliver secure, trusted, and fair experiences, supporting New Zealand's approach to regulation and governance. "Harnessing AI effectively could significantly improve customer experience and boost efficiency and productivity. The Government is seeking to enable AI innovation in public services to create value for New Zealanders while maintaining trust and confidence in the Public Service," said Paul James.
Next steps
The 2024 DGI results reflect progress in all three measured categories—customer experience, site performance, and digital equity—although individual agency results varied and no single organisation outperformed in every area. The report emphasises the importance of continued effort across all dimensions to meet the expectations of citizens and keep pace with technology advancements.
The study also notes that agencies with more mature technology and personalisation capabilities tend to achieve higher DGI scores. The report concludes that while there has been commendable progress, there remains scope to expand inclusion efforts through technology improvements, in order to foster trust, participation and growth among all citizens.
Hashtags
Try Our AI Features
Explore what Daily8 AI can do for you:
Comments
No comments yet...
Related Articles
NZ Herald
34 minutes ago
- NZ Herald
Government to loosen rules for selling homes in trusts
The Government says New Zealanders selling a house held in a family trust will no longer be treated like potential criminals – as it plans to relax anti-money laundering checks for 'low-risk' transactions. Associate Justice Minister Nicole McKee announced the changes yesterday, saying the current rules saddled hard-working
Scoop
an hour ago
- Scoop
Got A Dream? Air New Zealand Launches National Search For New Zealand's Big Dreamers
Air New Zealand is backing the passion, drive, and ambition of New Zealanders with the launch of Dream Seats, a nationwide search designed to help Kiwi take the next step toward their dream. Launching today, Dream Seats will kick off with an initial commitment of giving over 100 New Zealanders the opportunity to move closer to achieving their dreams, by giving them flights to support their journey. Within Aotearoa or around the world, Air New Zealand aims to bring big ambitions closer to reality. Air New Zealand Chief Executive Greg Foran says dreaming big is part of Kiwi DNA and the airline wants to help some of these dreams take off. "At Air New Zealand, we've always believed in the potential of New Zealanders to make a positive impact both at home in Aotearoa and globally. Dream Seats is an extension of that belief, a way for us to support those who are already striving and just need that extra lift to take their dream further. 'Whether it's sport, business, science or the arts, Aotearoa is full of remarkable people doing incredible things. We're proud to play a small part in helping more of them go further. This is not a one-off campaign, it's part of our enduring commitment to champion Kiwi success, here at home and on the global stage.' To help bring those dreams to life, high-profile Kiwi have joined the search including: · Ryan Fox, NZ golfing legend and two-time PGA Tour winner · Shaun Johnson, professional rugby league player and podcast host · Josh Emett, chef, and entrepreneur · Simran Kaur, financial educator, and podcast host · Tom Sainsbury, comedian, writer, and performer Each ambassador will personally award two Dream Seats to standout applicants and provide mentoring to support their journey forward. 'I left New Zealand with a one-way ticket to London and a dream of making it in the food world,' says Josh Emett. 'I worked in some of the toughest kitchens and eventually earned a place in Gordon Ramsay's team. I know how powerful it is when someone backs your potential and now, I want to do the same for another Kiwi. I'll be looking for someone who's already put in the work and just needs that extra push to go further.' Air New Zealand is also proud to have the support of NBA star Steven Adams, whose impact on and off the court continues to inspire New Zealanders to dream big. Applications are now open at where New Zealanders can share their story and explain how a Dream Seat could help them build momentum toward something bigger. 'This isn't about granting wishes,' adds Foran. 'It's about backing New Zealanders who are already doing the hard work and helping them take the next step, not just in their journey, but in their lives.' Air New Zealand is encouraging Kiwi from Cape Rēinga to Bluff to put themselves forward. Because every great journey starts with a single step, and this could be yours. Ambassador Quotes: 'Representing New Zealand on the world stage has been one of the great honours of my life, whether it's at the Olympics, on the PGA Tour, or walking up the first fairway at Augusta. It took years of hard work, a lot of travel, and time away from my family to get there. I had an incredible support system, and I still do, and that makes all the difference. That's why Dream Seats means a lot to me.' Ryan Fox 'Some of the biggest moments in my career have come overseas, representing the Kiwis and testing myself against the best. But it all started here at home, playing for the Warriors, grinding through the early days, and having people who believed in me before the spotlight found me. Travel has opened doors for me, but it was the support behind the scenes that got me on the plane. That's what Dream Seats is all about. I want to help someone who's already doing the work and just needs that boost to get where they're meant to be.' Shaun Johnson 'Sports has brought me to countless places around the globe, from grand Olympic stadiums to local tracks, and everything in between. Travel was an integral part of my journey. It involved early morning flights, long layovers, missed celebrations, and time spent away from home. Yet, it also opened doors to new opportunities. Sometimes, a single flight has the power to transform everything.'
RNZ News
2 hours ago
- RNZ News
'Not a savings account': Cook Islands super fund defends pension model amid member frustration
Cook Islands National Superannuation Fund logo Photo: Cook Islands National Superannuation Fund By Talaia Mika , Cook Islands News The Cook Islands National Superannuation Fund (CINSF) is designed as a pension scheme, not a savings account, says its chief executive, following concerns over withdrawal limits on retirement. The Fund has come under scrutiny following reports that members can only withdraw a 25 per cent lump sum on retirement at 60, with the remainder paid as a pension, a policy chief executive Damien Beddoes states has been in place since the Fund's inception in 2000. Beddoes explained the legal framework of the Fund, clarifying that it was always established to be a pension scheme - not a savings account that allows full withdrawal upon retirement. "We have the Hansard from the debate in Parliament when the Fund was being passed. The Fund was debated and always intended as a pension scheme. It was actually intended to replace the Cook Islands Government Pension when it was established. However, the CI Government Pension still remains today," Beddoes said. He said the law clearly states that the Fund is to provide a pension and other benefits, not lump sum withdrawals, except under specific circumstances. Cook Islands National Superannuation Fund logo Photo: Cook Islands National Superannuation Fund Currently, members can withdraw up to 25 per cent of their compulsory balance at retirement. If a member's balance is below $45,000, they can apply for a full withdrawal. Otherwise, the remainder is converted into a monthly pension payment for life. However, there are concerns that the pension amount is too little to support individuals, leading some to prefer a lump sum for investment elsewhere to generate better income. A local pensioner, who did not want to be named, told Cook Islands News that he has returned to work in retirement because his current superannuation pension of $197 a fortnight is not enough to cover basic living costs. "I get $400 a month without tax, which is like $197 a fortnight, and that's not enough to survive, especially with inflation and all. So now I'm working again at retirement to get enough money to survive," the pensioner said. He also shared his frustration about not being able to access his full retirement savings when he chose to move overseas. "I went to withdraw because I wanted to leave the Cook Islands, but when I moved overseas, the receptionist told me we won't get the whole amount," he said. The pensioner claimed that when the National Superannuation Fund was first introduced and consulted in 2000, people were under the impression that they would be able to withdraw all their contributions upon retirement or when leaving the country permanently. "There's three of us who applied when we retired but we were not allowed to withdraw our money, so we went to their office and complained," he said. "Now after I collected in 2020, it was a total waste of time." He also questioned what happens to the remaining funds after a pensioner passes away, citing the example of his uncle who died in 2010. "We don't know what happened to his remaining balance," he said. Beddoes said for those moving overseas, the fund can be transferred - not withdrawn - to a registered superannuation scheme in the new country of residence. Short-term workers on contracts of three years or less can withdraw their full contributions after six months of permanently departing the country. Addressing concerns about what happens to unclaimed funds after death, Beddoes explained that a member's contributions become part of their estate and can be distributed according to their will. In cases where a will does not exist or next of kin is unclear, CINSF works to trace relatives. "A member's money forms part of their Estate. If they have a will, their funds are distributed in accordance with it. In most instances, yes, the married spouse is the beneficiary. If they leave the country, they should provide their forwarding details to CINSF," Beddoes said. Responding to criticism that the Fund did not do enough to educate members about how the scheme works, Beddoes defended their efforts, saying they conduct between 50 to 100 consultations each year and provide regular updates through various media. He pointed to a broader issue of financial literacy in the Cook Islands as a major barrier to understanding superannuation and long-term saving. According to Beddoes, the Fund could support $500 weekly pension payments in the future - but only under current contribution rates and with improved financial literacy. "The biggest issue you are seeing in these questions and responses is because we do not have a financial literacy programme in the Cook Islands," he said. "Our people do not understand money and how to manage it and make it work for them." Beddoes said many people still rely solely on the government pension, which is not enough to live on, and unless this changes, the cycle of poverty in retirement will continue. "Sometimes reality hits and our people understand the real issue - not the emotional or ignorant responses - but the reality of poverty." For more information on how the Cook Islands National Superannuation Fund works, Beddoes encourages the public to visit their website at which provides detailed information on all benefits, claims, investments and announcements. - Cook Islands News
