NGOs Leading Change Through Collaboration

The National NGO Benchmarking Group was established in August 2024 with the goal of improving service experiences for tāngata whai ora and whānau. Thirteen mental health and addiction NGOs from across Aotearoa New Zealand have committed to sharing their organisational information across two indicators: whānau engagement and continuity of care. 

In 2025, the group began to see the value of sharing insights and participating in collective problem solving. Over the past 12 months, members have made measurable gains in whānau engagement, data capability, and shared understanding of continuity of care. 

 

“The biggest value that I get out of this group is the collaborative input that we all have. Sharing what we’re doing and the ideas we have, and the feedback we get when we do share what we’re doing.”

Michael Hawkey, Ember Korowai Takitini 

Whānau engagement 

In 2025, a key focus of the group was to improve whānau engagement. This indicator can be measured across all NGO services (excluding residential services), and is an important marker for effectiveness, quality, equity, and responsiveness. 

Examples of improvement include:  

• Mahi Tahi Trust: Lifted whānau engagement from 7.2% to 33% by gamifying data use through creative initiatives like the Audit Olympics. 

• Odyssey Auckland: Nearly doubled whānau engagement with dedicated support from their whānau adviser. 

• Ka Puta Ka Ora – Emerge Aotearoa: Developed whānau-focused guidelines for kaimahi, now shared nationally and adapted for use in the Forensic Services at Capital and Coast. 

• Ember Korowai Takitini: Embedded whānau engagement into everyday practice through regional workshops, service champions, and updated policies. 

• The Salvation Army Bridge Programme: Released a whānau engagement policy and strengthened whānau involvement reporting. 

• Penina Trust: Ensures every contact includes whānau support, backed by proactive follow-up. 

• Equip: Reinforced a culture of improvement by celebrating high-performance teams, including recognition events such as morning teas. 

Continuity of care 

The continuity of care indicator seeks to understand the transition experience of people who use NGO services in the 28 days prior to an acute inpatient admission. The focus is on identifying where improvements are needed – before, during, or after admission. 

Not all members support tāngata whai ora through an inpatient journey, but those who do have continued to embed practices that enhance continuity of care. 

Examples include: 

• Ka Puta Ka Ora Emerge Aotearoa (including Mind and Body): Elevated continuity of care as a priority topic within executive leadership hui. 

• Equip: Strengthened relationships with inpatient units to ensure seamless transitions for tāngata whai ora. 

• Penina Trust: Demonstrated exceptionally high continuity of care during an acute inpatient experience for the majority of their tāngata whai ora. 

Building capability, informing focus 

None of these improvements are possible without access to information that highlights where service improvements are needed. The data and systems analysts who support the National NGO Benchmarking Group are essential to this work. Collaborating with whānau advisors, leadership teams, and kaimahi, they help ensure shared focus leads to faster, more meaningful progress.

Their dedication and mahi improves not only data systems, but also kaimahi data and information literacy. This ultimately contributes to better outcomes for the people who seek support from their services. 

A year of transformation 

The National NGO Benchmarking Group’s work in 2025 demonstrates the power of collaboration. Through mutual support and shared learning, NGOs across Aotearoa have strengthened service experience, enhanced data and information use, and deepened connection with whānau. This rōpū continues to drive excellence and innovation in the NGO sector and sets a benchmark for others working in mental health and addiction. 

If you are an NGO reporting to PRIMHD and are interested in joining the National NGO Benchmarking group, please email the KPI Programme team at info@mhakpi.health.nz