7631 (2024). Hon Dr Ayesha Verrall to the Minister of Housing

7631 (2024). Hon Dr Ayesha Verrall to the Minister of Housing: How, if at all, do the ministries, agencies and departments for which the Minister is responsible, define ‘frontline’ staff and ‘back-office’ staff?

Hon Chris Bishop: The Ministry of Housing and Urban Development has no direct customer service interface for the general public and therefore does not categorise any staff as “front line” or primarily customer facing. However, Kāinga Ora – Homes and Communities advises me that it refers to frontline staff as those people in the organisation who interact frequently with its customers, or who are working to meet the organisation’s core delivery targets such as maintenance and construction. Other employees are non-frontline.