Te Pae Oranga Service Improvements

Client

NZ Police

Key skills

• Service Mapping

• Stakeholder Engagement

• Prototyping

• Service Blueprinting

The challenge

Te Pae Oranga is an initiative between NZ Police and iwi/Māori partners which aims to both hold someone accountable for their offending while also support them to prevent re-offending. This type of supported resolution had been available for a number of years and NZ Police wanted to look at ways to improve the service and also make it more consistent wherever possible across Aotearoa.

The approach

Our project was embedded within the Māori Pacific and Ethnic Services (MPES) Team within NZ Police who supported NZ Police and the iwi/Māori partners to provide Te Pae Oranga.

We worked alongside the MPES team who guided us through tikanga and stakeholder management. We engaged with providers and stakeholders within NZ Police to understand the current state and identify pain points and opportunities for improvement.

We also observed several panels across different sites which helped to understand the offender’s experience. We were able to utilise provider forums to test our thinking validate our findings.

The outcome

We developed a number of artifacts to help visualise the service from end-to-end and also show how it is supported. We also identified a number of improvements including key touchpoints such as a provider portal, housing new forms and collateral.

Highlights

Working alongside the MPES team and our providers gave me a deeper understanding of Māori tikanga and the important work they are doing to support people not to re-offend.

Key collaborators

Nancy Guerin, Project Lead

Kara Bradley, Business Analyst