Purpose....................................................................................................................... 3 Outcomes................................................................................................................... 3 Challenges.................................................................................................................. 3

LINZ Customer Environment.................................................................................... 5 Principles for LINZ Customer Service...................................................................... 6 Goals and Strategies.................................................................................................... 8

Goal 1. Capable customers........................................................................................ 8 Goal 2. Connected customers.................................................................................. 10 Goal 3. Committed primary customers.................................................................... 12 Goal 4. Mandate fulfilled......................................................................................... 14

By following the Customer Service Strategy, LINZ will make clear to customers how
they access and use LINZ data, and how they transact business with LINZ. LINZ\u2019s
customer value proposition is: \u2018Here is authoritative land information\u2014 supported by
clear standards, open channels of communication and ready access.\u2019

The customer service strategy provides a high level framework that supports LINZ\u2019s vision to be \u201cthe Government\u2019s Centre of Land Information and Expertise\u2019; and the Government\u2019s vision for New Zealand to \u2018become a world leader in e-government\u2019.

The framework defines three groupings of customers, based on LINZ\u2019s mandate. It
lays down principles for determining customer service policies, structures and
practices. It sets goals that embody these principles, and defines strategies for
achieving them.

This strategy is intended to be a guide to delivering customer services to achieve departmental and Government objectives. The strategy does not define tactics or plans for specific customer services or product offerings.