Maria Robertson

Deputy Chief Executive, Dept of Internal Affairs
NEW ZEALAND

How customer wants and needs are driving how Government does things – A true story

The Department of Internal Affairs (DIA) is in the middle of a programme to transform how services such as citizenship are delivered so that the wants and needs of citizens are truly at the centre of how the process works. The approach taken is unique in New Zealand, as current systems are generally based on what’s easiest for the government agency responsible for managing key life-event services. Maria Robertson, the Deputy Chief Executive leading this programme of work, is revolutionising how services are delivered.

About the Speaker

Maria Robertson has held the role of Deputy Chief Executive, Service Delivery and Operations, since February 2013. She leads a team of 900 staff in the passports, citizenship, births, deaths and marriages, community operations, charities and igovt areas of Internal Affairs.