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DVA Leadership forum
Policy and service delivery challenges faced by government agencies with a service delivery role
Andrew MetcalfeSecretaryDepartment of Immigration and Citizenship30 November 2010
65 Years of nation building
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
Department of Immigration and Citizenship
Environment
Heightened risk of exposure to border
security and terrorism threats
Heightened risk of exposure to border
security and terrorism threats
Increased proportion of migration from mixed
risk countries, especially China and India
Increased proportion of migration from mixed
risk countries, especially China and India
High operating costs of migration, visa and citizenship services
High operating costs of migration, visa and citizenship services
Historically based, geographically centred
operating model
Historically based, geographically centred
operating model
Financial savings targets
Financial savings targets
Increased traveller volumes facilitated by
discount airlines
Increased traveller volumes facilitated by
discount airlines
Ongoing labour market demand
for foreign skilled labour
Ongoing labour market demand
for foreign skilled labour
Systemic pressures
Global trends
Historic convergence of pressures
Historic convergence of pressures
Transformed business
operating model
Policy and program management
Business services
Global Managers
eBusiness
Client services
NEW
EN
TER
PR
ISE
AR
CH
ITEC
TU
RE
STR
ATEG
IC
CH
AN
GES
CA
PA
BIL
ITIE
S
Service centresService delivery partners
Generic visa portal
Strengthen the application layer of Australia’s border security model
Border Security and Integrity
Visa simplification and deregulation
Business services transformation
Client services transformation
Visa risk analysis
Foundations for transformation
Future Volume of Activities
Service centre
@
W W W
Expanded enquiry role to include pre -lodgement, post -lodgement andeChannel support
Oral lodge and decide for selected, simple products
Well trained generalists -handle up to
80% of queries
Specialists
Service
@
W W W
Expanded enquiry role to include pre -lodgement, post -lodgement andeChannel support
Oral lodge and decide for selected, simple products
Well trained generalists -handle up to
80% of queries
Specialists
On -shore
(low -risk)
Off -shore(high -risk)
Risk tiering
Customer query / Counter services
Applications in eFormat
Client query / Counter services
Migrate activity
W W WMigrate ActivityW W WW W WMigrate Activity
W W W
Migrate activity
Client Query / Counter services
Migrate activity
eBusiness
eLodgement capability for all products
Redesigned website to improve ease of use
Expanded self -service tools (client account, application status etc.)
W W W
eBusiness
eLodgement capability for all products
Redesigned website to improve ease of use
Expanded self -service tools (client account, application status etc.)
W W W
W W WW W W
Client query / Counter services
Migrate Activity
Strategy Focus on Migrating Appropriate Activity to Lower Cost Channels
Specific strategyinitiative
Clients
Biometrics
Applications in eFormat
Service delivery partners (SDPs)
SDPsCitizenship
Testing
Expand the Department ’s footprint on & off -shore
Clients
Biometrics
Applications in eFormat
Service
SDPsCitizenship
testing
Expand the Department' ’s footprint on & off -shore
Work placement
Customer queries Counter services
Client at the centre
Client services transformation
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
Questions?
