Cross-Agency Collaboration in New Zealand: An Empirical Study of Information Sharing Practices, Enablers and Barriers in Managing for Shared Social Outcomes

Abstract

Improving cross-agency information sharing is at the heart of service transformation efforts to provide more effective services to individuals with complex social needs. So far, however, there is not much empirical research available on cross-agency information sharing. This article explores New Zealand-based cross-agency information sharing practices, with a specific focus on information sharing enablers and barriers in multi-agency collaborative initiatives aimed at achieving integrated social service provision. Empirical findings show the importance of personal data protection and trust in cross-agency information sharing in the New Zealand context; a distinction being made between “hard” and “soft” information; agencies having different information needs and requirements; clear differences in information sharing practices and procedures between agencies with a public service mandate and those with a public safety mandate; the contribution of information sharing protocols and co-location to effective information sharing; and information sharing challenges due to issues around data ownership, a lack of technical interoperability, and a lack of technical capability and knowledge. Generally, in line with operational practice, existing privacy legislation offers an appropriate “default position” for cross-agency information sharing in managing for shared social outcomes in New Zealand. However, there is a need for additional legal support of information sharing by agencies operating under a public service mandate.