Kāwai ki te Iwi | Service Delivery and Operations, January 2022
1982
Scenario C: 20% of staff unavailable extending over 4 Month period (“Manage Situation”)
Act
For Kāwai ki te Iwi SDO: Focus on delivery of priority services, redeploying staff as required to deliver this work and support DIA/the system, people working from home where they can, supply chain severely disrupted, projects and activities paused where possible
Services/Functions
Key Person Risk:
Kāwai ki te Iwi is represented in 16 locations around New Zealand, London and Sydney. Our business groups and services functions are:
Out of scope
Ngā Ratonga Kaupapa Atawhai | Charities Services (registers, supports and monitors charities, and supports Charities Registration Board)
Hāpai Hapori | Community Operations (funding and regional community advisory support)
Pou Ārahi
Te Ara Manaaki
Te Pou Manawa | Partners & Products (includes Product Development, Information Partnerships, Business & Marketing Development, Policy & Privacy, SDO Commercial Portfolio, SmartStart & Integrated
Services)
Te Waka Aukaha | Planning, Design and Assurance (includes Branch Planning and Performance
, Business Assurance
, Data and Analytics
, Design Services
, Organisational Capability
, Te Ara Vaka)
Te Pāhekoheko | Operations ( includes Forecasting & Planning, Business Capability, Operational Policy, Official Correspondence, Operations Delivery, Investigations, Data and Technical Capabilities)
Information
Mauri o te Tangata | Services & Access (includes Service Advice and Support, Content)
•
People supporting Citizenship work, including backlog project
Out of scope
Priority
Non-Priority but can deliver
Scaled back
Key 3rd Party Risk:
Out of scope
•
Out of scope
Out of scope
Out of scope
Official
•
•
•
the
•
Citizenship by descent
- can be done from DIA office only
•
Out of scope
M for
•
Citizenship by grant -
can be done from DIA office only
• Out of scope
under
•
•
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Kāwai ki te Iwi | Service Delivery and Operations, January 2022
1982
• Out of scope
Out of scope
•
•
Act
Key Task Dates & Description e.g. month end, yearend, citizen ceremony, cabinet paper
Risk:
Out of scope
Out of
Out of scope
scope
Information
Official
the
What will you stop? What are the trigger points?
Enablers:
•
Public counters to close
e.g. training, guides, adjustments of service level,
•
Reduction of hours for Contact Centre operations if staffing unable to meet demand due to skill shortage, including potential closure/diversion of specific lines of business
additional support required
•
Travel between locations
•
Branch COVID reps working closely with SDOLT, coordination
under
•
via Te Waka Aukaha as required
Face to face meetings (including SDOLT, Committee meetings)
•
•
Implementing a system of dispersing service delivery and
Face to face branch induction (pilot is scheduled 29 January)
operations team across two floors of WQ (NB: requires other
•
Asking our essential workers to do/contribute to anything beyond their essential work
teams (approx 80pp) to implement rostering system for space
•
Recruitment/secondments? (consider case by case basis)
in Pipitea Street)
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Kāwai ki te Iwi | Service Delivery and Operations, January 2022
1982
•
Face to face training? (unless critical to maintain service delivery? Explore all other options first?)
•
SDOLT will not meet face to face as a whole group from
Out of scope
February (implement 2 teams)
•
Ability to work from home (for some, not all) Need to ensure
new staff are set up
Act
•
Phone trees in place
•
Utilise remote working solutions/tools (relies on device
operability/support - laptops and phones)
•
Monitoring group inboxes
•
Identify list of people leaders who could be called upon to
provide cover for other teams
•
Redirect/engage additional resource for branch engagement
and communication with customer and kaimahi during this
period
•
Dedicated COVID response rooms in some locations, if
required
Assumptions:
•
“Unavailable” means not able to work at all (e.g. unable to
access systems)
•
We are still able to deliver essential services, just to a reduced
Information
timeframe.
•
There will be additional reduction in capacity for staff WFH if
schools are closed and people are caring for dependents.
Assume on average 50% usual capacity/availability for this
group.
•
We will do nothing to detract our people from the delivery of
essential/priority services and we will deploy others are
required to support these activities.
Out of scope
Official
•
all face to face meetings cancelled
•
group email inboxes maintained and no service failure
Out of scope
the
under
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