New Zealand Ministry of Justice

Find out how New Zealand Ministry of Justice met their goals of efficiently increasing the collections rate, resolving fines faster and minimizing operating costs.

In these times of economic constraint, governments everywhere are keeping a watchful eye on their fiscal responsibilities. Revenue shortfalls can have the cascading effect of restricting services and operations, and reducing aid to citizens. Therefore, as part of their accountability toward good governance, agencies must strive to implement the most effective way possible to collect on revenues owed. Clearly, debt collections activities are of vital importance to this end, as the New Zealand Ministry of Justice Collections Unit—which is responsible for the country-wide collection and enforcement of an ever-growing number of fines—is only too keenly aware.

The large number of disparate systems made it impossible for managers to quickly get a consolidated view of any part of the operation, so there was no way to prioritize or execute work on a national basis, let alone measure the associated costs. The need for streamlined workflow management was very apparent.

“With Genesys iWD, we now have immediate, clear visibility into the pipeline of fine collection activities and every aspect of the operation—from a national perspective right down to individual team members’ assignments—so that we can understand the greatest areas of opportunity,” said Says Bryre Patchell, General Manager, New Zealand Ministry of Justice Collections Unit.

Benefits

• Prioritized global task list consolidated all sources of work and allowed tasks to be automatically pushed to the right person based on skills and availability, not location
• Ability to effectively manage and monitor workload facilitated optimization of whole organization
• More effective use of data gave access to tens of thousands of additional people with outstanding fines
• Improved staff efficiency, reinforced desired behaviors and created sense of being part of one national team; accomplished more without adding extra resources
• Reduced backlog of fines and increased fine collection capacity

Challenges

• Resolve growing backlog of uncollected fines
• Address inefficient work practices: Employees choose what they worked on and set the pace; No ability to distribute work based on profile, priority or loading; Inconsistent processes resulted in duplication, confusion and wasted time; Operating in geographic silos; Departments, spread across the whole country, worked independently
• Too many separate, uncoordinated systems and sources of work
• Monitoring and reporting were highly inefficient manual processes that impeded decision making
• No clear sense of priority

Solutions

• intelligent Workload Distribution