Whilst the initial response of NZ government services to the COVID-19 pandemic was excellent, we must learn from this experience to bolster crisis preparedness for future use cases. Strategic investments in key areas will ensure a more resilient, responsive public service.

Implementing standards and frameworks

It is important that we explore the mandatory use of a comprehensive set of standards, services, and workflows across government agencies in rolling out digital services. A foundational framework will enable rapid decision-making and service delivery during crises. While we already have many of the standards, processes to do things efficiently, levels of awareness and/or understanding of their application may differ, undermining efficacy and potential.

For example we could:

• Implement an all-of-government Design System to enable quick deployment of user-friendly digital services.
• Define clear guidelines for information architecture, content strategy, and user experience across channels.
• Establish pre-approved commercial engagement models and ‘rules of engagement’ for efficient vendor onboarding.

Strengthen key information channels

We need to treat our government’s core information channels as critical infrastructure, consolidating efforts and investing in their quality and resilience. This includes moving away from the ‘big bang’ project driven strategic delivery dynamics to a more adaptive, pre-emptive and prepared iterative product environment that minimises risk of service degradation and legacy drift.

We could:

• Conduct a comprehensive audit of existing web services and information channels across agencies.
• Consolidate fragmented efforts into a unified, cross-functional information ecosystem.
• Implement robust governance, quality controls, and agreed standards for these key channels.

Ensure readiness and rapid response capabilities

We know that an all encompassing crisis demands an all encompassing response. Any lag in addressing pressing needs introduces angst, friction and fear for our users. We know this is not acceptable so we need to cultivate a culture of preparedness and agility within the public service, enabling swift, systematic responses to crises.

Government could:

• Conduct regular crisis simulations and readiness exercises across agencies.
• Establish cross-functional crisis response teams with clear roles and responsibilities.
• Implement agile methodologies and DevOps practices to accelerate service delivery during emergencies.

This is how New Zealand government can enhance its crisis response capabilities, ensuring a cohesive, inclusive, and confident approach to future emergencies.