22/09/2023– Situation Report Week 2
As at 12.16pm on 22/09/2023 prepared by Crispian
Distributed All GEDT members
to
Key
Anusha Guler and Crispian
Contacts
Previous
2 ELT Standup SITREPS 2 21092023 - FINAL.docx
ELT SITREP
Overview
Summary of the current event
• Ballot papers were checked and finalised and sent to 6(a) for printing.
• Wild weather over the weekend (16-17/09)
• EasyVote documents being printed
• Special ballot papers completely printed
• Ordinary ballot papers printed.
• At 9:14am at a depth of 11km a magnitude 6.0 earthquake in Canterbury
• Annex – Daily progress updates on ballot papers and EasyVote, dashboards
• Severe weather in South Island and flood in Queenstown
• Cancel Saturday and Sunday Taskforce meetings.
Key Dates:
Days to Advance voting:
10 days
Days to Election Day:
22 days
Enrolment
ISSUES:
Incorrect Keying of an enrolment application
• A complaint has been received on behalf of an elector, via the Office of Rawiri Waititi, MP for Waiariki,
that the elector was enrolled on the General Roll, and should have been on the Māori Roll
• We have confirmed this was a keying error by EC staff
ACTIONS:
1. We have corrected the enrolment record of the elector and have spoken to him to apologise and explain
what went wrong.
2. The Commission’s senior media advisor has been advised of the issue.
3. We are currently drafting an email to go to the Office of Rawiri Waititi, MP to update them.
4. We are also working with Voting services to understand and ensure we make the voting process for this
elector as simple and easy as possible – given that they will now have to do a Special Vote.
MIKE Outage • Experiencing issues with the MIKE enrolment application
• No ETA for a fix was available at the time of writing this update
• The teams are focussing on refresher training to ensure continued quality assurance for the enrolment
processing function.
• It is an issue with the network provider rather than MIKE.
ACTIONS:
1. IT and Catalyst are working on the problem as a matter of priority.
2. Staff have been asked to stay out of MIKE.
NOTE: MIKE issue has been resolved.
Ballot
Courier delivery issue with NZ Post.
Papers and
•
ACTION: Director Enrolment has
been in touch with NZ Post through Craig
our NZ Post
Rolls
relationship manager.
delivery
• Courier Post and NZ Post are aware of the issues and are managing them –
6(a)
6(a)
6(a)
6(a)
• Chief Advisor Māori interview on services to Māori voters aired on Te Ao yesterday
• Preparing DCE, Operations for interview on The Morning Shift, a youth focused podcast on Monday and
working with Seven Sharp to visit a school doing Kids Voting programme
Daily key metrics • 4 media enquiries
• 44 enquiries and comments on social media in the past 24 hours
• 23, 020 visitors to vote.nz
Customer
GENERAL UPDATE:
Services
• Since yesterday, the team had 216 tickets created, received 30 phone calls and made 2 outbound calls.
86% of tickets were resolved in one touch.
• Currently there are 10 complaints on hand across the business units.
Issue:
Customer experience on some transferred calls from Telnet has been raised. Customers have experienced a
“Music playing in background of call, post a warm transfer from Telnet Call Centre operator” and “a second
agent was pulled into the conversation after warm transfer from Telnet Call Centre operator”. This issue
impacted on a small number of calls.
ACTION: 1. We are working with Telnet and IT to investigate the issue with urgency, aiming to resolve the root cause
issue before the voting opens next week.
Strategic
INSIGHTS
Engagement
• Increase in enquiries around voting including overseas eligibility, dual votes or ‘wasted’ votes, and rules
and
around support people in voting booths.
Partnership
• Received a request to support a gang event in Ōpōtiki on 2nd October, 60+ members who all need
enrolment support.
People &
GENERAL UPDATE:
Culture
• 43,000 applications
• Pre employment checks 1069
• Offers made - 2644
• Hired including onboarding 18,272
•
Hired 16581 • Number of enquiries dealt with by the Advisory Team last week:
•
Total enquiries 2491
•
Includes 1448 SnapHire enquiries
FOR YOUR INFORMATION
Severe
Weather
Outlook
On Saturday a front is expected to move northeast off the upper South Island onto the North Island. There is
high confidence in warning amounts of rain for western Tasman and the west of Marlborough. A warning has
been issued for those areas. There is high confidence in warning amounts of rain for Mt Taranaki and a watch
has been issued. There is moderate confidence in warning amounts of rain for Wellington, Kapiti and the
Tararua Range. A watch for heavy rain has been issued for the Tararua range. There is a moderate confidence
in warning amounts of rain affecting the upper North Island from Taranaki to the Bay of Plenty northwards.
On Sunday the front is expected to move east over the east of the North Island. There is moderate
confidence in warning amounts of rain for the far east of the Bay of Plenty and inland Gisborne.
On Monday the front is expected to lie slow moving over the east of the North Island and there is moderate
confidence in warning amounts of rain for Gisborne and the far east of the Bay of Plenty.
The front should move away to the east on Tuesday and severe weather is not expected then.
Enrolment Dashboard
Customer Enquiries and Complaints Dashboard
22/09/2023– Situation Report Week 2
As at 3.22pm on 22/09/2023 prepared by Crispian
approved by Anusha Guler
Distributed All GEDT members
to
Key
Anusha Guler and Crispian
Contacts
Previous
2 ELT Standup SITREPS 2 21092023 - FINAL.docx
ELT SITREP
Overview
Summary of the current event
• Ballot papers were checked and finalised and sent to
for printing.
6(a)
• Wild weather over the weekend (16-17/09)
• EasyVote documents being printed
• Special ballot papers printing complete
• Ordinary ballot papers printed.
• At 9:14am at a depth of 11km a magnitude 6.0 earthquake in Canterbury
• Annex – Daily progress updates on ballot papers and EasyVote, dashboards
• Severe weather in South Island, state of emergency declared in Gore and Queenstown
• Cancel Saturday and Sunday Taskforce meetings.
Key Dates:
Days to Advance voting:
10 days
Days to Election Day:
22 days
Enrolment
ISSUES:
Incorrect Keying of an enrolment application
• A complaint has been received on behalf of an elector, via the Office of Rawiri Waititi, MP for Waiariki,
that the elector was enrolled on the General Roll, and should have been on the Māori Roll
• We have confirmed this was a keying error by EC staff
ACTIONS:
1. Corrected the enrolment record of the elector and have spoken to him to apologise and explain what
went wrong.
2. Working with Comms to draft an email to go to the Office of Rawiri Waititi, MP to update them.
3. Working with Voting services to understand and ensure we make the voting process for this elector as
simple and easy as possible – given that they will now have to do a Special Vote.
MIKE Outage • Experiencing issues with the MIKE enrolment application
• No ETA for a fix was available at the time of writing this update
• The teams are focussing on refresher training to ensure continued quality assurance for the enrolment
processing function.
• It is an issue with the network provider rather than MIKE.
ACTIONS:
1. IT and Catalyst are working on the problem as a matter of priority.
2. Staff have been asked to stay out of MIKE.
NOTE: MIKE issue has been resolved.
Ballot
Courier delivery issue with NZ Post.
Papers and
• Director Enrolment has
been in touch with NZ Post through Craig
our NZ Post relationship
Rolls
manager.
delivery
• Courier Post and NZ Post are aware of the issues and are managing them –
6(a)
issue
6(a)
6(a)
6(a)
• 44 enquiries and comments on social media in the past 24 hours
• 23, 020 visitors to vote.nz
Customer
GENERAL UPDATE:
Services
• Since yesterday, the team had 216 tickets created, received 30 phone calls and made 2 outbound calls.
86% of tickets were resolved in one touch.
• Currently there are 10 complaints on hand across the business units.
Issue:
Customer experience on some transferred calls from Telnet has been raised. Customers have experienced a
“Music playing in background of call, post a warm transfer from Telnet Call Centre operator” and “a second
agent was pulled into the conversation after warm transfer from Telnet Call Centre operator”. This issue
impacted on a small number of calls.
ACTION: 1. Working with Telnet and IT to investigate the issue with urgency, aiming to resolve the root cause issue
before the voting opens next week.
Strategic
INSIGHTS
Engagement
• Increase in enquiries around voting including overseas eligibility, dual votes or ‘wasted’ votes, and rules
and
around support people in voting booths.
Partnership
• Received a request to support a gang event in Ōpōtiki on 2nd October, 60+ members who all need
enrolment support.
People &
GENERAL UPDATE:
Culture
• 43,000 applications
• Pre employment checks 1069
• Offers made - 2644
• Hired including onboarding 18,272
•
Hired 16581 • Number of enquiries dealt with by the Advisory Team last week:
•
Total enquiries 2491
•
Includes 1448 SnapHire enquiries
FOR YOUR INFORMATION
Severe
Weather
Outlook
On Saturday a front is expected to move northeast off the upper South Island onto the North Island. There is
high confidence in warning amounts of rain for western Tasman and the west of Marlborough. A warning has
been issued for those areas. There is high confidence in warning amounts of rain for Mt Taranaki and a watch
has been issued. There is moderate confidence in warning amounts of rain for Wellington, Kapiti and the
Tararua Range. A watch for heavy rain has been issued for the Tararua range. There is a moderate confidence
in warning amounts of rain affecting the upper North Island from Taranaki to the Bay of Plenty northwards.
On Sunday the front is expected to move east over the east of the North Island. There is moderate
confidence in warning amounts of rain for the far east of the Bay of Plenty and inland Gisborne.
On Monday the front is expected to lie slow moving over the east of the North Island and there is moderate
confidence in warning amounts of rain for Gisborne and the far east of the Bay of Plenty.
The front should move away to the east on Tuesday and severe weather is not expected then.
Enrolment Dashboard
Customer Enquiries and Complaints Dashboard
