18 October 2021
45 Pipitea Street, Wellington 6011
Phone +64 4 495 7200
dia.govt.nz
Thayr
fyi-request-16426-
[email address]
Tēnā koe Thayr
OIA request 21/22 0152 Request for information relating to citizenship processing timeframes
Thank you for your Official Information Act (Act) request received by the Department of Internal
Affairs (Department) on 17 August 2021.
You requested –
•
According to previous requests, the main reason for the slower application process is
implementing and using a new system. Can you provide which particular parts or issues
of the new system cause this big delay?
•
The average of application processed was 2600 per month in 2019, 2018, but the
average of application processed between January-May 2021 is 1300 application, Why
even after more than one year of implementing new system average number of
application proceed per month between January-May 2021 much less than 2018 or 2019
? even though the number of people who are working processing applications are the
same or even more.
•
Why didn't DIA decide to go back to using the old system if it was much faster and took
less to process an application after one year of trying the new system for the whole year?
•
DIA said it will hire more people to help clear the backlog in August, did newly hired
people start working on processing applications or not yet?
•
Can you provide number of processed application from June 2021 to August 2021?
As advised in our interim response of 14 September, pursuant to section 15(1)(b) of the Act, the
Department gave notice of its decision to provide you with the information you sought.
However, as we were still working to prepare the Information for release, we advised we would
provide it as soon as practicable.
You then responded to our letter the same day, requesting the following –
• Because you postponed answer Then Can you provide number of processed application
from June 2021 to September 2021?
I can now provide the following information in response to your request.
I can confirm that there are several factors that have contributed to the current processing
timeframes for citizenship applications.
As you are aware, the Department is currently in the process of transitioning citizenship
processing systems. This transition is from a paper-based application system supported by aging
technology, to a modern customer-centred case management system which supports a fully
online application process.
I acknowledge that with the introduction of this new system, there has been a reduction of
output in the period of the new system being introduced and the old one phased out.
Processing timeframes have been further impacted by the training requirements of staff on the
new system, staff becoming proficient in the new system and the need for staff to work across
both the online and offline systems. I note that the inability for all staff to work at full
productivity during COVID-19 lockdowns has also contributed.
It is important to explain that the new system is being designed iteratively, with new features
and functionality being developed progressively. New features that have been and will be
released will automate more aspects of the process and subsequently provide faster processing
times.
It is also important to explain that limited citizenship processing occurred during COVID-19
lockdowns, as unlike birth or death registrations, it was not deemed an essential service. Some
key systems are not able to be accessed offsite due to privacy and security reasons, which
meant processing applications from home was not a feasible option for many of our staff. In
addition, the Department followed Ministry of Health COVID-19 guidelines including physical
distancing in the office, which limited the number of staff who could physically be present in our
workplace to undertake their work.
I can assure you that the Department has been endeavouring to reduce these timeframes as a
top priority, working hard behind the scenes to create and implement strategies to decrease the
long wait times currently effecting citizenship applicants. This includes more training, investing
in technology changes to speed things up, and establishing a temporary workforce dedicated to
working through these applications.
I can confirm that a team of 10 temporary staff has been brought on to process the
approximately 9,000 cases that remain in the old system, freeing up existing staff to increase
proficiency and speed in using the new system. Although we are unable to predict a specific
date citizenship by grant processing timeframes will reach the standard two to five months
again, the Department is confident that the above steps taken mean we will have the skills and
processes in place early next year, to ensure we can slow the backlog and begin to reduce it by
mid-2022.
Please find below a table showing the number of citizenship by grant applications processed
between June to September 2021.
Month
Number of applications processed
June 2021
1,670
July 2021
1,179
August
1,511
September 2021
909
Page 3 of 3
Caveats on data
• The accuracy of this data is subject to human error. Therefore, although it has been
collated to the best of our ability, it may have a small variance to any alternative
publications.
• When we refer to the number of applications having been processed, this is when the
Minister or delegated official has made a decision on whether or not to approve the
grant of citizenship to an applicant. I note that in most cases where the decision has
been made to approve grant of citizenship to an applicant, this is still pending their
attendance of a citizenship ceremony. I also note that each application could have been
allocated to a citizenship trained staff member for processing at any time, and not
necessarily that same month.
• The lower number of applications processed in September is due to the Covid-19
lockdown. As explained earlier in this letter, citizenship is not deemed an essential
service. This results in it not being possible for full productivity to be maintained, as
some key systems are not able to be accessed offsite, which meant working from home
was not a feasible option for many of our staff.
As this information may be of interest to other members of the public, the Department has
decided to proactively release a copy of this response on the DIA website. All requestor data,
including your name and contact details, will be removed prior to release. The released
response will be made available here:
https://www.dia.govt.nz/Official-Information-Act-
Requests-2.
You have the right to seek an investigation and review by the Ombudsman of this decision.
Information about how to make a complaint is available at www.ombudsman.parliament.nz or
freephone 0800 802 602.
Ngā mihi
Julia Taylor
Manager Operational Policy and Official Correspondence
Service Delivery and Operations
Page 3 of 3
