Using evidence to make an impact: A case study

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Inland Revenue and Colmar Brunton will talk about how they used research, gathered using a range of methodologies, to address a rapidly growing debt problem caused by student loan borrowers who moved overseas and were not making loan repayments. They brought about behavioural change using a range of communication, operational and policy levers, each inspired by customer segmentation to engage with different borrower mindsets and other powerful research insights.

When: 10am, 8 May 2018

Duration: approximately 90 minutes, including time for questions

Where: Wharewaka, Wellington waterfront


  • Maurice Lawlor, Senior Operational Manager, IRD. Maurice has many years' experience at Inland Revenue in both the compliance and service delivery areas. Recently, he has been responsible for student loans and KiwiSaver.  Maurice has been influential in setting and overseeing a clear pathway for sustained improvement around student loans including legislative and system changes.
  • Keith Taylor, Policy Manager, IRD. Keith has managed a wide range of issues including student loan policy. More recently, he worked on a new way to pay tax during the year and the design for the R&D tax credit.
  • Jocelyn Rout, Colmar Brunton. Jocelyn heads Colmar Brunton's Social Research Agency in New Zealand. With more than 20 years working in the research industry, Jocelyn consults with a wide range of public sector organisations, and has particular expertise in behavioural insights research and tackling sensitive topics. She has won a number of awards for her work in helping clients deliver desired outcomes including a bronze trophy at ESOMAR's Global Research Effectiveness Awards in 2017, and the highest accolade (the Supreme award) at the 2016 Research Association of New Zealand's effectiveness awards.

Cost: free

Register here. Places are limited.

Event date: 
8 May 2018
Event Type: 
Superu events
Last update: 8 May 2018