Going global Tania Wilson Assistant Secretary Visa and Citizenship Capability and Support Immigration Law Conference 2425 February 2017 Where we are at d ecision making model o nline lodgement ID: 631372
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Visa and citizenship decision makingGoing global
Tania Wilson
Assistant Secretary, Visa and Citizenship Capability and Support
Immigration Law Conference
24-25 February 2017Slide2
Where we are at:decision making modelo
nline lodgement
systems, risk management and auto-grantclient serviceWhere we are heading:growth and resources – implications for the decision-making operating model – think globally, act globallyGlobal Case Managementonline and auto processesdigital transformationservice standards
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Visa and citizenship decision makingSlide3
Global footprint of local officesDoing many things in many places in many waysNot yet a global networkDecentralised development and delivery of decision maker training
Hybrid decision making model:
Total Case ManagementGlobal Case ManagementNot 100% take up of caseload management and decision making tools:WMANCase Note Generator[Footer]3
Where we are atDecision making modelSlide4
Current breakdown of lodgement channels:59% of visas lodged online - 21% ETAs and 38% Internet17% are paper lodged (about 1 million annually)
23% are lodged at the border (sc444)
doesn’t include citizenship and humanitarian programmes100% online lodgement caseloads:ETA and eVisitorTemporary Work (Skilled) visa (sc457)Student visa (sc500)WHM (sc417)GSMSMTAMCV (sc988) and Superyacht Crew visa (sc488)]
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Where we are at
Online lodgementSlide5
Dual paper and online lodgement caseloads:PartnerVisitor (sc600)e
xpansion of online lodgement to China on 20 February
went live at 9am AEST – got first application around 3pm AESTas at Thursday morning had 168 applications from individuals (ie not lodged through a travel agent or SDP) and 818 applications in progressRRV (85% online)]5
Where we are at
Online lodgementSlide6
Online lodgement option for key caseloadsImmiAccount improvementsadded functionality – payments, update details, correspondence, status updates
Dynamic document checklists
expansion and tailoringAvailability and then expansion of eForm 80GSM, PESE from March 2017Streamlined assessment processes through risk-based profilesAuto-grant – more sophisticated processes to work in tandem with risk systemsAuto-correspondence – expanded use of our Enterprise Correspondence System and [Footer]
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Where we are atSystems, risk management and auto processesSlide7
Focus on digital self-service for simple issuesinquires and client contact managed through ImmiAccountCLO model for in-person servicewebsite avatar
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ocial media interactionIncremental improvements to website contentuser feedback on citizenship pagesbeta tests of new visa finderService centrerevised IVR options[Footer]7
Where we are at
Client serviceSlide8
Growth continues – 11.4% in 15-16, 250% for China over past 5 YearsResources shrinking…But opportunities for innovation increasing
Time to think globally and act globally
What does this mean…Implementation of a global decision making model that leverages efficiencies through agility to manage growth and improve outcomesExamination of location of processing – efficiencies and expertise in hubsGreater use of technology – better manage growth and riskGreater focus on staff training – development of Decision Maker Vocational PathwayGreater automation to divert decision making resources to more complex, value-add work[Footer]
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Where we are headingGrowth, resources and going globalSlide9
Focus on standardised processes across our global networkGCM, WMAN, CNG, global risk systems, QA
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ilots to test and refine the integrated business modelCross-skilling staff for agile allocation of work – Vocational PathwayContinue to refine and roll out to GCM all processing locationsstandardise decision making process across all locationsleverage team capability to process applications efficientlyachieve consistency in outcomes for government and clientsHolistic quality assurance processesreview of all QC, QA and audit processesprocess and practice reviews – case notes, requests for further information[Footer]
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Where we are heading
Global Case ManagementSlide10
Increasing availability of online lodgementIndia and Indonesia – sc600 by end 2017Onshore Protection and APEC cards – June 2017Transit, Refugee and Humanitarian – 2017-18
Expanding auto-grant to other caseloads and sponsorship and nomination
have auto-granted Indian student visa applicationspositive profilingExpanding other auto processesLetters – Refugee and HumanitarianPush notifications – visa expiryCancellation requests – June 2017– will expand to auto processing in November 2017[Footer]10
Where we are heading
Online and auto processesSlide11
Increased focus on user centric design – end user inputFurther improvements to ImmiAccounttell us once, reuse identity and other information
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alidation of key information – address, emailOnline appointment systemDTA exemplar for citizenship in Melbourneexpand to all citizenship processing and then other caseloads and services such as status resolution Ongoing website improvementsCitizenship“Live” intentLinks to other agenciesHealth insurance, ATO, ACICStudent provider portal
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Where we are heading
Digital transformationSlide12
Current service standard framework is outmodedonshore/offshore, high/low risk parameters no longer relevantdifficult to meet for Migration Programme caseloads driven by planning levels
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id not provide meaningful information to clients/agentsMinister Dutton has agreed to a new approach from mid-March 2017will now provide global processing times for all visa and citizenship productswill be updated monthlywill include global processing times for each product for 75 and 90 per cent of applicationsMore information on http://www.border.gov.au/News/Pages/global-visa-and-citizenship-processing-times.aspxProcessing times can be found on the above general page, on the product pages and through the Visa Finder, looking to integrate into ImmiAccountNew outcomes focused performance indicators will be included in the Department’s annual Corporate Plan and results against these indicators will be reported in the Annual Report and PBS
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Where we are heading
Service standards