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DVA Leadership forum. Policy and service delivery challenges faced by government agencies with a service delivery role Andrew Metcalfe Secretary Department of Immigration and Citizenship 30 November 2010. 65 Years of nation building. Department of Immigration and Citizenship. Overview

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Dva leadership forum

DVA Leadership forum

Policy and service delivery challenges faced by government agencies with a service delivery role

Andrew Metcalfe

Secretary

Department of Immigration and Citizenship

30 November 2010


Dva leadership forum

65 Years of nation building


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Department of Immigration and Citizenship

  • Overview

  • 8000 people across Australia and overseas

  • Responsible for both policy and service delivery

  • Wide range of risks to manage and engage with across the portfolio


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High operating costs of migration, visa and citizenship services

Financial savings targets

Systemic pressures

Historically based, geographically centred operating model

Historic convergence of pressures

Transformed business

operating model

Heightened risk of exposure to border security and terrorism threats

Ongoing labour market demand for foreign skilled labour

Global trends

Increased proportion of migration from mixed risk countries, especially China and India

Increased traveller volumes facilitated by discount airlines

Environment


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Foundations for transformation

Business services

Client services

Policy and program management

NEW ENTERPRISE ARCHITECTURE

Global Managers

Business services transformation

Client services transformation

Visa simplification and deregulation

Border Security and Integrity

STRATEGIC CHANGES

eBusiness

Generic visa portal

Service delivery partners

Visa risk analysis

Service centres

CAPABILITIES

Strengthen the application layer of Australia’s border security model


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W W W

W W W

W W W

Service centre

Service

Migrate activity

Migrate activity

Expanded enquiry

Expanded enquiry

@

@

Client Query /

role to include pre

role to include pre

-

-

Counter services

lodgement, post

lodgement, post

-

-

lodgement and

lodgement and

eChannel

eChannel

support

support

Oral lodge and decide

Oral lodge and decide

Well trained

Well trained

Specialists

Specialists

generalists

generalists

-

-

for selected, simple

for selected, simple

handle up to

handle up to

products

products

80% of

80% of

queries

queries

eBusiness

eBusiness

Customer query / Counter services

Client query /

Counter services

W W W

W W W

eLodgement capability for all

eLodgement capability for all

Migrate Activity

products

products

Redesigned website to improve

Redesigned website to improve

Customer queries

Counter services

ease of use

ease of use

Expanded self

Expanded self

-

-

service tools

service tools

Client at the centre

(client account, application

(client account, application

Work placement

status etc.)

status etc.)

Client

On

-

query /

shore

Counter

(low

-

risk)

services

Applications

W W W

W W W

in eFormat

Migrate activity

Risk tiering

Off

-

shore

(high

-

risk)

Service

Service delivery partners (SDPs)

Applications

Applications

in eFormat

in eFormat

Biometrics

Biometrics

Specific

strategy

Citizenship

Citizenship

initiative

testing

Testing

Clients

Clients

SDPs

SDPs

Migrate Activity

Migrate Activity

Expand the Department

Expand the Department'

s footprint on

s footprint on

& off

& off

-

-

shore

shore

Future

Strategy Focus on Migrating Appropriate Activity to Lower Cost Channels

Volume of

Activities

W W W

W W W

W W W

Client services transformation


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Conclusion

  • Challenges

  • Policy and programs must meet the broader need, but remain flexible to take account of individual circumstances

  • Program and operational risks need to be analysed and managed

  • Policy development must be supported by strong research and evaluation capability

  • A strong feedback loop between policy and service delivery must be maintained

  • Staff must be strongly supported


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Questions?


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