Kāwai ki te Iwi | Service Delivery and Operations, January 2022
1982
Scenario D: 60% of staff unavailable 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, Translation Service)
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
Official
Priority
Non-Priority but can deliver
Scaled back
Key 3rd Party Risk:
Out of scope
Out of scope
Out of scope
Out of scope
the
•
Citizenship by descent
- can be done from DIA office
r
only
Out of scope
under
•
Citizenship by grant – COS
can be done from DIA office
only, CCMS can be done from home
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Kāwai ki te Iwi | Service Delivery and Operations, January 2022
1982
Out of scope
Out of scope
Out of scope
Act
Key Task Dates & Description e.g. month end, year-end, citizen ceremony, cabinet paper
Risk:
Out of scope
Out of scope
)
Information
O
Official
O
the
under
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Kāwai ki te Iwi | Service Delivery and Operations, January 2022
1982
What will you stop (or delay beyond 4 months)? What are the trigger points?
Enablers:
•
Public counters to close
e.g. training, guides, adjustments of service level, additional support required
•
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
•
Branch COVID reps working closely with SDOLT, coordination via Te
Act
•
Waka Aukaha as required
Travel between locations
•
•
Implementing a system of dispersing service delivery and operations
Face to face meetings (including SDOLT, Committee meetings)
team across two floors of WQ (NB: requires other teams (approx 80pp)
•
Face to face branch induction (pilot is scheduled 29 January)
to implement rostering system for space in Pipitea Street)
•
Asking our essential workers to do/contribute to anything beyond their essential work
•
SDOLT will not meet face to face as a whole group from February
•
Recruitment/secondments? (consider case by case basis)
(implement 2 teams)
•
O
Face to face training (unless critical to maintain service delivery. Explore all other options first)
•
Ability to work from home (for some, not all) Need to ensure new staff
Out of scope
are set up
•
Phone trees in place and up-to-date
•
O
Utilise remote working solutions/tools (relies on device
operability/support - laptops and phones)
hi
•
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
Information
•
Dedicated COVID response rooms in some locations, if required
Assumptions:
•
“Unavailable” means not able to work at all (e.g. sick from COVID or
unable to access systems)
•
We are still able to deliver essential services, just to a reduced
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
Official essential/priority services and we will deploy others are required to
support these activities.
Out of scope
the
•
all face to face meetings and events cancelled
•
group email inboxes maintained and no service failure
Out of scope
under
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