Published on 17 Feb 2025

Streamlining Response Systems: Preparing for Future Inquiries

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19 MATT 1x1 PORTRAIT 1
Matt Allen Chief Executive Officer Contact me
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Rob Smith Regulatory Implementation Lead (NZ) Contact me

New Zealand Police have a critical role as New Zealand’s principal law enforcement agency. Maintaining public trust is vital for Police – including during government inquiries.

After several major inquiries in recent years, such as the Royal Commission into the terrorist attack on Christchurch masjidain, Police wanted to sense-check its system for responding to inquiries and ensure it had a robust and systematic approach documented for these complex processes. Inquiries happen sporadically but demand rapid, comprehensive responses.

To support New Zealand Police to respond to future government inquiries Allen + Clarke worked with Police stakeholders to develop a comprehensive Inquiries Playbook that captured lessons from past experiences and could guide and inform future responses. 

The playbook set clear expectations to support improved information management, standardised team formation, consistent risk management, and a strategic approach to inquiry responses – ultimately delivering better public outcomes.

Developing the Playbook

We developed the playbook using a staged process of document review, stakeholder consultation, thematic analysis, sense-checking and drafting. We drew on our extensive experience supporting past government inquiries, knowledge of inquiry processes and legal frameworks, including the Inquiries Act 2013, information management systems and risk management principles. We combined this with a deep understanding of Police operations to create practical, implementable guidance that integrated with existing systems. 

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Hands writing with pen overlaid with yellow geometric shape and black squiggles
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Supporting more proactive, strategic and systematic engagement

The playbook was designed to underpin how Police could approach future external inquiries - supporting more proactive, strategic, and systematic engagement. This shift not only improves operational efficiency, but can enhance public trust and confidence through effective inquiry participation. 

The completed Inquiries Playbook positioned Police to benefit in a number of ways: 

  • Enhanced institutional memory - the playbook captured past knowledge and experiences that can endure irrespective of any staff changes. 

  • Streamlined information management - clear protocols were developed to reduce risks associated with document handling.

  • Enhanced wellbeing support - the playbook prioritised team welfare through proposing structured support systems. 

Interconnected coloured pathways forming abstract network diagram
Interconnected coloured pathways forming abstract network diagram

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