NOI - Customer Experience Programme

2026-11-03

BackgroundA priority for Police is to deliver the services that New Zealanders expect and deserve. Police is looking to introduce new ways of gathering information from the public across all our touchpoints about their experiences of our services. This will assist us to better understand the people we serve and to monitor how we are delivering our services to people across Aotearoa.We want to gather feedback from people who have had recent contact with Police for example, by phoning 105 or 111, reporting online, interacting at the roadside, working with scene of crime officers following a burglary, visiting a police station; interacting with officers during an investigation as either a victim or alleged offender about how they experienced our service.Is this opportunity of interest?We need a minimum three-year plan (and budget) that provides for the delivery of ‘core’ information with which we can:• regularly monitor our service delivery progress at a national, District and Area level, for Tāmaki Makaurau, and for the key touchpoints that New Zealanders use to interact with Police.• identify areas of focus for improving our services.• report against agreed annual indicators of Police performance.Ideally, the information we collect will also enable us to compare the performance of NZ Police with that of other NZ government agencies and with some other Police services internationally.Advance Notice PurposeThe purpose of this advance notice is to alert the market to the upcoming opportunity to participate in an ROI process.A market briefing will be conducted on Monday 10th May 2021 14:30 at Level 15 Police National Headquarters, 180 Molesworth Street, Wellington. Participants may attend in person or remotely.To register your interest in attending, please RSVP toICTstrategicsourcing@police.govt.nzCOB 6th May 2021.

New Zealand

2026-06-15