Department of Labour

Topic : Proactive Client Communications Project

Summary

Immigration New Zealand is continually communicating visa and entry information to its clients (visitors, workers, investors, students and permanent migrants). Over the last year we have revolutionised the way we keep our clients informed by using cutting edge New Zealand technology to send bulk personalised communications by email and text message. By working closely with third parties in the education and employment sectors and unlocking the value of data in the Immigration database we can advise thousands of clients on application lodgement, permit expiry, policy changes, employment shortages and more.

Proactive communications means we take the initiative in our customer relations, giving our clients necessary information before they ask for it. Not only does this provide better service at a fraction of the cost of letters or calls; it also reduces inbound Contact Centre calls, allows us to improve our service levels and facilitates early problem resolution.