DIMA Annual Report 2000-01

Review by the Secretary - continued

Business improvement and future directions

The department continues to face a number of program delivery challenges:

• expectations of client services are increasing. Clients understandably expect faster decisions but do not always lodge fully completed applications that meet the needs of the department's decision-makers
  
  
• we continue to experience high levels of fraud in many caseloads with rising levels of sophistication in organised attempts to subvert Australia's immigration laws.

These two challenges must be dealt with against the background of rising workload levels, with new records being set year after year in most areas.

To deal with these challenges, we developed Business Directions - 2001-2003 and Investing in 2005 and Beyond, both of which reflect our strategy to improve client service and program integrity over the next few years.

Three key aspects of the Business Directions - 2001-2003 agenda include:

• 'global working' which seeks to locate our work in the most cost-effective locations irrespective of where the applicant may be. A good example of this is the Adelaide Skilled Processing Centre which will process in Australia all general points-tested cases. Removing this processing load from overseas will free overseas resources for investigating local aspects of their cases (e.g. the veracity of claims regarding employment)
  
  
• 'on-line lodgement and processing' which seeks to develop mechanisms to allow more clients to deal with us via the Internet. Initiatives already taken include enabling clients to lodge applications for visitor visa extensions and resident return visas on the Internet. Further initiatives are planned
  
  
• greater emphasis on post-decision monitoring and accountability. This will yield benefits in terms of both better at-post client service and increased integrity as clients and sponsors become increasingly aware that non-compliance with visa conditions is likely to be detected.
  
  

Conclusion

In carrying out our very full work agenda over the past 12 months the department has worked collaboratively with a broad range of governments, other Commonwealth agencies and Australian corporations, community organisations and individuals. I thank them for their professionalism and enthusiasm. We look forward to continuing these fruitful working relationships where the individuals involved share a commitment to building a better Australia.

In this International Year of Volunteers, I particularly thank the thousands of volunteers who have played a key role in the success of the department's migration and humanitarian programs over many years.

These volunteers make a significant contribution to Australia by supporting programs such as the Integrated Humanitarian Settlement Strategy, the Community Refugee Settlement Scheme, the Community Settlement Services Scheme, the Migrant Resource Centres and Migrant Service Agencies and the Adult Migrant English Program. I have seen first-hand the impact of their work in the lives of migrants and their families. I admire and respect the efforts of this generous group.

Finally, I commend my colleagues in the department for their professionalism and dedication to an often difficult, yet often rewarding, job. Australia is well served by them.

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