Te Hau Ora O Ngāpuhi (THOON), is charged with leading the hauora strategy for the largest iwi in Aotearoa, and are making bold and innovative moves to better support their delivery of services to whānau living within Te Whare Tapu O Ngāpuhi.
Under the leadership of Chief Executive Te Rōpu Poa (Ngāpuhi, Ngāti Te Rino, Ngāti Hine, Ngāti Kahu) and guided by their Tāroa Tūturu (values) and Kaupapa Herenga (guiding principles), THOON is taking an innovative and holistic approach to provide a healthy and safe community for Ngāpuhi.
“He puawaitanga hauora mō Ngāpuhi”
THOON supports whānau to access the services they need while also providing a range of health, social and community housing services. These include distribution of food packages, COVID-19 call centre and vaccinations, reconnecting tamariki with whānau, and supporting whānau with housing.
Having undergone exponential growth in the last 18 months - including scaling up to meet the needs of communities during COVID-19 - THOON required a solution that consolidated and simplified its disparate technology landscape.
Poa wanted a solution that was scalable, truly innovative and could deliver wide-reaching benefits for everyone within their community.
“Over the last five years, the number of services THOON provides has increased rapidly. Our systems and processes were not equipped to allow us to grow sustainably, and in a way that delivered holistic services for our whānau,” she says.
Poa also wanted to empower whānau by removing barriers for them to participate in services and build trust in using the tools at THOON’s disposal.
“When whānau come to us for services, it is our responsibility to act as kaitiaki for them and the information we hold about them. We acknowledged that there can be a general lack of trust when it comes to systems, so we worked with PwC to develop a solution that was guided by our tikanga, changing the way we treat our whānau data within the system. These tikanga guided the way we designed the solution, and will continue to guide the way in which we use the system as well”.
“We put whānau at the centre of everything we do. In order to do that, we made sure we created a solution that shifts away from a ‘funding centric’ view of service delivery, and instead designed the system to support our holistic and whānau-centric approach to providing services to our community.”
A Kaupapa Māori tech solution
THOON wants to embed their whānau-centric approach to community engagement and service delivery within the tools they use. They chose to partner with PwC New Zealand to co-design a transformational Service Management System (SMS) solution, guided by their Tāroa Tūturu (values) and Kaupapa Herenga (guiding principles).
Salesforce Nonprofit Cloud was selected as the platform to consolidate the disparate system landscape and build a system of engagement where their Ngāpuhitanga is deeply woven throughout the system design and configuration.
To achieve this, the kaupapa was grounded in a framework of agreed tikanga, ensuring that Ngāpuhitanga was reflected in all decisions and that whānau remained at the centre. This was achieved by kickstarting the project through whakawhanaungatanga (a practice centred around forming connections and building relationships), aligning mātāpono (values) to define ways of working as an integrated team.
The PwC and Salesforce teams who worked with THOON, relished the design ambitions and challenges
The resulting SMS captures information on whānau and whakapapa, providing a holistic view of whānau relationships and the wider community. Understanding the needs and background of the whānau allows THOON to better determine the support services required to achieve long-term benefits for the whole community.
With the SMS in place and more functionality due to be rolled out in coming months Poa is excited about the impact this implementation will have for THOON kaimahi and whānau living within the boundaries of Te Whare Tapu O Ngāpuhi.
“It was fundamental that we were creating a solution that was going to support Te Hau Ora O Ngāpuhi to continue to give expression to their Ngāpuhitanga. Our team really challenged themselves at every stage of the design and implementation, to ensure their kaupapa were embedded in the system design thinking and configuration, driving outcomes that were directly aligned to their aspirations for their community."
To enable a more coordinated and collaborative interaction between Te Hau Ora O Ngāpuhi and the whānau throughout their community, the Service Management System (SMS) built on Salesforce Nonprofit Cloud will be used as a system for service, case and whānau relationship management. The SMS supports a number of service and case related processes, including triaging whānau into services, streamlining the onboarding of whānau to these services, assisting kaimahi with case administrative tasks and enabling them in their role as kaiārahi automating reporting requirements, and empowering whānau to be the advocates for their own journeys.
Based in the main centre of Kaikohe, THOON delivers programmes that contribute to achieving optimal outcomes for whānau. They serve whānau within Te Whare Tapu o Ngāpuhi iwi boundaries, covering the middle Far North from South Hokianga through to Mangakāhia, across to the Bay Of Islands and down to the South-Western Whangārei district. Kaikohe is the main centre visited by whānau.
PwC’s Technology Consulting team advises New Zealand organisations on every aspect of technological change, and how to get the most from it. Our people make sure to focus on what’s truly important to deliver solutions created to our clients’ unique needs. To deliver maximum value for Te Hau Ora O Ngāpuhi, experts from PwC’s Manukura Māori team working alongside Tech Consulting to ensure te ao Māori world view is at the heart of the engagement. Our Manukura team is deeply woven through PwC, underpinned by te reo Māori me ōna tikanga through a kaupapa Māori approach.
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The free and discounted licences used by THOON were provided by Salesforce as part of the Power of Us Program.
Salesforce is proud to support Te Hau Ora O Ngāpuhi deliver critical services in an easy to use and streamlined way for their whānau. We look forward to supporting THOON to develop digital skills, further innovate the SMS and co-design new ways of connecting with and serving whānau.
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