Helping tourism and hospitality businesses understand their tech landscape, reduce uncertainty and prepare for smarter, future-focused solutions.
The Digital Confidence and Capability workstream aims to help the Queenstown Lakes visitor economy evolve in practical, meaningful ways through efficient and effective applications, integration of digital systems and increasing digital capability.
Its purpose is to make digital capability a foundation for long-term regional productivity, supporting businesses to operate more efficiently, provide exceptional visitor experiences, and reduce stress on people and systems. This work is shaping how technology can underpin a thriving, future-focused tourism district.
Building foundations for a digitally confident visitor economy
At the centre of this workstream is the Digital Catalyst programme, a Queenstown Lakes tourism and hospitality tech-adoption pilot delivered by Queenstown Lakes District Council’s Economic Futures team in partnership with local IT firms. The programme was created to help operators adopt the digital tools that many know they need but struggle to implement due to limited time, skills or confidence. It offers selected businesses support packages of up to $5,000 for digital audits and implementation, with results and insights shared as case studies for the wider sector. This design deliberately focusses on practical support rather than theory, creating change through real examples and relatable stories.
A sector-wide survey provided a clear picture of current digital maturity and barriers. Around 87% of respondents reported that they were already using or planning to use AI within the next year, yet most also cited time constraints, limited staff capacity and uncertainty about where to start as the main obstacles to deeper adoption. These insights shaped the programme’s structureand confirmed strong appetite for guided, achievable steps that demystify technology.
How the programme works and the story so far
Digital Catalyst begins with a capability survey and entry point for any operator wanting to understand their digital position. More than 40 businesses applied for tailored support, from which four case-study operators were selected, representing a mix of accommodation, food and beverage, and visitor experiences. Each began a six-month partnership with a local IT provider to assess their systems, improve digital hygiene, and implement high-impact solutions.
The early stages revealed a shared pattern. Many participating businesses expected to explore automation or AI, but their audits highlighted the need to strengthen foundational systems first. Audit partners consistently found issues such as outdated routers, weak Wi-Fi, gaps in authentication, unmanaged devices and fragmented tech stacks. Addressing these fundamentals quickly became a critical part of the work programme.
This emphasis on foundations proved essential. Operators realised that improvement ssuch as stable Wi-Fi, streamlined networks, secure email systems, and simplified account management made immediate differences to staff workload and visitor experience. These changes reduced outages, improved service flow and unlocked the capacity to consider more advanced tools in the future.
Measurable progress and what it means for the sector
The programme will consider outcomes over 12 months, including time savings, reduced errors, staff satisfaction, and improvements in guest-facing services. Many of the early results sit quietly behind the scenes: strengthened cybersecurity, more resilient networks, repaired or replaced devices, and simplified workflows. However, these operational gains have clear flow-on benefits. Faster service, fewer system failures and more responsive communication become tangible improvements for visitors, particularly during peak seasons when pressure is highest.
Importantly, the programme’s impact will extend beyond the four case-study businesses. The stories produced through Digital Catalyst are intended to support the wider sector by showing what good looks like and by normalising the idea that technology can be a support mechanism rather than a source of stress. This narrative helps address long standing barriers while also strengthening connections between tourism operators and the local tech ecosystem, contributing to wider economic diversification goals.
Why this work matters for a regenerative future
Digital Confidence and Capability directly supports the Destination Management Plan’s aspiration to build economic resilience, capability and productivity, as outlined under Strategic Pillar 3 of Travel to a Thriving Future. By lifting digital maturity across the tourism and hospitality sectors, the workstream strengthens business performance, reduces operational risk, and contributes to a smarter, more connected visitor economy. It also aligns with the DMP’s focus on enhancing visitor experience and supporting a thriving community, as reliable systems, confident staff and resilient businesses form part of a healthier destination overall.
Learn more about Digital Catalyst can connect with the Economic Futures team to discuss upcoming programmes and ways to get involved.
If you have any questions, feedback, or comments, please reach out through the contact form.
