11 December 2023
Nic Lane
By email:
[FYI request #24762 email]
Tēnā koe Nic
Official Information Act request related to Communications policy, procedures and expectations
I refer to your official information request, dated 16 November 2023, as fol ows:
Can you please supply documents including any relating to policy, plans, and staff training regarding
effective communications across your different outward-facing channels?
These should include realistic and timely response rates for acknowledging and closing off service
user inquiries. As wel as what is in place to monitor and evaluate staff actions and user expectations,
and what is in place when these don’t go to plan. What is in place to introduce new staff and create
approachability, as wel as ensure previous staff communication channels don’t go unanswered when
they exit?
Can you please also supply what service/applications you use for customer relationship
management, when this was implemented, as wel as when this is due for review.
Creative New Zealand’s external communications and interactions are underpinned by our service
standards (
Appendix 1), which aim to provide safe, quality services for our artists and the general
public. We aim to acknowledge al funding queries within 72 hours and respond in full within 10
working days. All general enquiries receive a response within 20 working days. If we can’t respond
within these timeframes, we’ll notify the person of an extension and let them know a new response
date.
Each year we seek feedback on the services we have provided in the last 12 months through the
Client Satisfaction Survey. This survey helps us understand any issues and improve services for the
arts community. You’ll also be familiar with our formal complaints process which provides people
with our standard procedures around making a complaint about unsatisfactory customer service.
The number of complaints, their nature and the speed with which they’re dealt is monitored
regularly.
Information about complaints provides insights into which Creative New Zealand services are not
working as well as they could. This information is used to improve our services through highlighting
problem areas, trends in how our services are being delivered, and areas for improvement that can
be acted on by management.
New staff are provided with induction training when they join Creative New Zealand. Generally,
customer facing staff are hired from a customer service background and receive refresher training as
required. Further development is aimed at improving our current services. For example, the
Understanding Unconscious Bias workshops we held last year gave our staff a basic understanding of
unconscious bias, how the unconscious shapes our everyday decisions and actions, and how this can
impact communication and decision-making. Conflict resolution training is also available for
customer-facing staff.
The first phase in our Accessibility and Deaf and disability awareness training has been confirmed for
February and March 2024. This is an important step towards improving our responsiveness and
accessibility in delivering our services, programmes and funding for Deaf and disabled artists,
practitioners, tāngata whaikaha, turi Māori and the public.
Regarding how we manage communications when staff come and go, we have a clear process to
ensure communications are not missed when a staff member leaves the organisation. An exiting
staff member’s emails are managed by a team member until the role is filled and service standards
are expected to be maintained.
Arts Align is the client relationship management tool used by Creative New Zealand to manage our
client relationships (not just our funding relationships). This was implemented in 2017/18 and will be
reviewed in 2024/25.
If you wish to discuss this information request, please get in touch with Pip O’Flaherty (Senior
Adviser, Organisational Performance) via email to:
pip.o’[email address]
You have the right under section 28(3) of the Act to seek an investigation and review by the
Ombudsman of this response. Information about how to make a complaint is available at
www.ombudsman.parliament.nz or freephone 0800 802 602.
Ngā mihi nui, nā
David Pannett
Senior Manager, Strategy & Engagement
Pou Whakahaere Matua, Rautaki me te Tūhono
Encl
Appendix 1: Creative New Zealand Service Standards (as at December 2023)
• Creative New Zealand’s services are clear and transparent
• Creative New Zealand’s services are responsive
• Creative New Zealand’s services are accessible
• Creative New Zealand’s services are culturally appropriate and respectful
• Creative New Zealand’s services are provided in a professional and empathetic manner.
