Client Service Improvement Programme

The Client Service Improvement Programme is the culmination of considerable work to improve aspects of client service across the department. The four elements of the improved client service programme, which was formally launched by the Minister on 2 June 2006, are Our Presentation, Hearing You, Helping You and Our Commitment.

Our Presentation

DIAC Model Office (Stage 1)

Sydney and Melbourne client service offices are being refurbished in a move to improve the way our offices appear to DIAC clients, and to create a national 'look and feel' to the client service environment. The refurbishments will also deliver a better physical environment for clients and staff which will help improve our client interaction, help us better manage client flows during peak processing periods and help promote a more open and accountable organisation. Our other offices will be improved when refurbishments are due.

Uniform

A new uniform has been designed for our front-line border staff. The department is also seeking comments on dress policy for all staff and talking to staff about a corporate wardrobe. The results of the 2005 Staff Survey indicate that DIAC employees attach great importance to both their and the department's image. The DIAC Dress Policy will promote a professional and consistent image across the department.

Hearing You

Stakeholder Engagement Model

DIAC is consulting clients, stakeholders and staff to improve our understanding of your needs and our service delivery. The department engages with a wide range of internal and external stakeholders. Rather than invent new consultation bodies, this model proposes that we build on existing forums, whilst ensuring greater coordination of such engagements through the adoption of standardised, replicable processes. Please take the opportunity to collect a consultation document on our Stakeholder Engagement review.
See: Stakeholder Engagement Model (207KB PDF file)

Value Creation Workshops and Client Surveys

Value Creation Workshops have been obtaining feedback from clients, stakeholders and staff about what is important to them and what changes would benefit the department and themselves. Value Creation Workshops have been held in Sydney, Melbourne, Brisbane and Adelaide from February to May 2006.

The client surveying framework guides decisions about intended outcomes, processes and priorities for surveying clients over the coming years. A tender process is currently underway to establish a panel of client research service providers to conduct ongoing survey work for 2-3 years.

Helping You

Global Feedback Unit

Client compliments, suggestions and complaints, are vital to improving the quality of our information, products and services. In recognition of this, the department has centralised the processing of all feedback by establishing the Global Feedback Unit. This unit collects, analyses and reports on all forms of feedback, including telephone calls, web based feedback and mail.

Case Management Model

Case Management in DIAC is designed to facilitate the resolution of exceptional cases. Exceptional cases are those involving clients who have complex circumstances and/or are vulnerable. DIAC officers can refer cases to a Case Management Service where the client meets specific indicators. This currently limits the Case Management Service to clients who are detained or are/have been subject to a compliance activity.
See: Case Management in DIMA (264KB PDF file)

Need information on the progress of your case? Please contact us.
See: Contact Us

Award for Client Service Excellence (ACSE)

The Award for Client Service Excellence (ACSE) was initiated by the Secretary in 2005 to recognise and reward staff who strive for distinction in their day to day activities and raise the bar for service standards. Awards are drawn from nominations by staff and members of the public and awarded by the Secretary on a monthly basis. Six awards have been presented to DIAC employees both in Australia and overseas to date.
See: ACSE Form (272KB PDF file)

DIAC website

The immi.gov.au website is in the process of being upgraded to support the department's service delivery strategies by providing clients with clear pathways to useful, specific information which is free of jargon, clear, consistent, accurate and up to date.

Our Commitment

Client Service Charter

The Client Service Charter is an example of how we have listened and committed ourselves to a client focused culture. Extensive consultations helped formulate the Charter into a document that lets our clients know what to expect when dealing with us, and how to provide us with feedback. It gives practical implementation to the department's motto 'people our business'.
See:
Client Service Charter (1.91MB PDF file)
Client Service Charter - Translated Versions
Service Standard Principles (278KB PDF file)

SES visits

Members of the department's senior executive service have begun an ongoing programme of visits to the client service areas of our State and Territory offices. By visiting client service areas, senior managers are gaining first-hand experience of the issues facing their front-line colleagues. These experiences will help shape future policy and planning to deliver better outcomes for clients and stakeholders.

Core operational principles of detention

The department has endorsed a set of core operational principles which set the framework for improving our onshore detention arrangements by creating an improved environment for people held in immigration detention facilities.
See: Onshore Detention Strategy (34KB PDF file)

College of immigration

Well trained and supported staff are a key to the department's capacity to being an open and accountable organisation and dealing fairly and reasonably with our clients. The new DIAC College training initiative will combine classroom teaching, e-learning and on the job training. It will equip staff with the skills and knowledge to better carry out the department's business by enabling better decision making and improved client service standards. The pilot program for compliance officers begins 3 July 2006.

Our Locations

Attached is a map highlighting our regional offices and centralised processing centres within Australia.
See: Australian Map of our Regional Offices and Processing Centres (150KB PDF file)