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Addressing Policy and Service Delivery Challenges in Australian Immigration

This presentation by Andrew Metcalfe, Secretary of the Department of Immigration and Citizenship, highlights the multifaceted challenges faced by government agencies in delivering immigration services. Covering a wide range of risks, including heightened border security threats and financial savings targets, the discourse emphasizes the need for systemic transformation in service delivery. Key strategies include enhancing business capabilities, simplifying visa processes, and ensuring a strong feedback loop between policy formulation and service execution. The conclusion stresses the importance of flexibility, research support, and staff empowerment in navigating these complexities.

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Addressing Policy and Service Delivery Challenges in Australian Immigration

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  1. 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

  2. 65 Years of nation building

  3. 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

  4. 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

  5. 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

  6. 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

  7. 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

  8. Questions?

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