Inland Revenue New Zealand: Service Design in a Regulatory Context

Karyn McLean, Specialist Portfolios Manager, Inland Revenue; Jim Scully, Design and Project Management Group Manager, Inland Revenue; Leslie Tergas, Design Development and Innovation Manager, Inland Revenue
From the Design Management Review, Winter 2008

When an organization is new and small, it's easy to express what it stands for, and why. But as it expands in size and geographical reach, the company will need to capture its core organizational beliefs-and make them tangible-if it wants to strengthen its unique way of doing business. Mary Weisnewski, principal of Kite Inc. and a brand strategist, tells the story of Point B, a national professional services organization that grew from a small consulting firm into a company with more than 100 employees and operations in three cities with plans to expand into four more. The company needed to differentiate and own its space ahead of its competitors, and brand development was the vehicle.

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