Client Service Improvement Program
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The Client Service Improvement Program is the culmination of considerable work to improve aspects of client service across the department. The three elements of the improved client service program, which was formally launched by the Minister on 2 June 2006, are, Hearing You, Helping You and Our Commitment.
Hearing You
Value Creation Workshops
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, Perth, Hobart, Darwin, Canberra and Adelaide.
Client Service Satisfaction Surveys
The department conducts regular 'client service satisfaction surveys' using standard surveying techniques and methodologies. The aim of the surveys is to determine client satisfaction levels with the services the department delivers.
Having this information helps us to identify the things we are doing well and the areas where improvements are required. To date, our client service satisfaction surveys shows that clients are highly satisfied with the improvements we have made to our services.
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.
See: Compliments and Complaints
Case Management Model
Case Management in the department is designed to facilitate the resolution
of exceptional cases. Exceptional cases are those involving clients who have
complex circumstances and/or are vulnerable. Departmental 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.
See: Compliments and Complaints > Award for Client Service
Excellence
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 (1MB PDF file)
Client Service Charter - Translated Versions
Our Locations
The department has an office is each state and territory in Australia. Contact
information for each office is available on our website.
See: Contact
us – Departmental Offices