Case Studies

Business Efficiency Specialists

Regional Authority Transformation – Streamlining Consent Applications

The Challenge: Reducing Backlogs & Improving Application Quality

Unboxed Solutions partnered with a Regional Authority facing a critical challenge: a growing backlog of uncompleted Consent applications. With new staff being onboarded to tackle the issue, the Authority needed a scalable, efficient and strategic solution to improve internal workflows and enhance the quality of incoming applications.

Discovery & Analysis: Mapping the Current State

Our Principal Consultant led a collaborative discovery phase with Team Leaders and subject matter experts to:

  • Map the end-to-end Consent process

  • Quantify time spent at each stage by Consent type

  • Pinpoint bottlenecks and inefficiencies

A key insight emerged: applicants lacked clarity on submission expectations, resulting in inconsistent application quality and repeated requests for additional information, major contributors to processing delays.

Future State: A Consistent, Scalable Framework

To address these challenges, we designed a suite of solutions focused on standardisation, clarity, and efficiency. Central to this transformation was our flagship initiative:

“What Does Good Look Like” Programme

This programme defined clear, repeatable standards for Consent applications, tailored by type. It delivered:

  • A structured framework for current and new staff to assess and process applications consistently

  • Transparent guidance for applicants on required information and quality expectations

  • Improved first-time application quality and reduced ambiguity

The programme was later showcased to Te Uru Kahika (Regional and Unitary Councils Aotearoa), highlighting its potential for nationwide adoption.

Our Approach: Co-Designing with Expert

We facilitated targeted workshops with technical specialists to define what “excellent,” “good,” and “adequate” applications look like, tailored to each Consent type. These definitions were refined through cross-disciplinary collaboration, including experts from Science and Rivers.

Partnering with the Communications team, we developed:

  • Internal frameworks for staff training and consistency

  • External guides to help applicants submit complete, high-quality applications

Results & Impacts

The transformation delivered immediate & measurable outcomes:

  • Consent applications processed within standard timeframes increased from 26% to 55%

  • Thousands of internal hours saved through reduced rework and clearer submissions

  • Positive feedback from applicants and consultants, with faster decisions and greater confidence

  • Seamless onboarding of new staff using the standardised framework

  • Backlog cleared in line with Regional Council directives

Fixing Fees, Unlocking Efficiency

The Challenge: Charging Complexity and Lack of Transparency

A Regional Authority engaged Unboxed Solutions to investigate a more efficient and transparent charging method for resource consents. The existing system lacked consistency, created uncertainty for applicants, and was misaligned with the user-pays ethos. They needed a strategic solution that would simplify the process, improve fairness, and support long-term operational efficiency.

Current State Analysis

Our Principal Consultant led a comprehensive review of historical charging data, incorporating internal records, external benchmarks, and insights from Rūnanga partnerships. This analysis established a baseline of current charging practices by consent type.

To validate findings and co-design the future state, we facilitated workshops with cross-functional teams including Consents, Science, and Rūnanga representatives. Together, we developed time-based, standard costing blocks to support a more predictable and equitable charging structure.

Designing Future State

Building on the costing blocks, we proposed a new charging model based on upfront Fixed Fees. This model was designed to give applicants certainty around costs while ensuring compliance with the Resource Management Act (RMA) and compatibility with existing digital systems.

Working closely with internal stakeholders and the Communications team, the proposal was prepared for public consultation as part of the Long Term Plan process.

Implementation: Partnering for Change

Unboxed Solutions worked alongside a cross-functional team to map and implement the new charging process across the full lifecycle, from application to payment. Our collaborative approach ensured the solution was practical, legally sound, and fully integrated into existing systems.

Key implementation activities included:

  • Aligning internal workflows and invoicing processes

  • Supporting change management and communications

  • Embedding the new model into digital systems

  • Mapping processes and procedures to define new ways of working

Outcomes and Impact

  • A specific consent type was successfully transitioned to the Fixed Fee model as a pilot, providing applicants with clear, upfront certainty of charges and demonstrating the viability of the new approach

  • Internal consent handling and invoicing processes were streamlined, resulting in significant time savings and reduced administrative overhead

  • Staff reported greater confidence and consistency in applying the new charging framework

  • The new model created a scalable foundation for future expansion across other consent types

  • The Authority moved from reactive cost recovery to a proactive, transparent charging strategy, aligned with public expectations and legislative requirements