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New focus: new face for immigration.

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New Focus - New Face For Immigration

2 June 2006

‘A new focus on client service is the commitment of the Department of Immigration’s client service improvement programme,’ Minister for Immigration and Multicultural Affairs, Amanda Vanstone, said today.

‘This new focus is backed by an absolute commitment to delivering the best customer service, backed by physical improvements to our offices and our look.

‘Since the Palmer report was released last year a tremendous amount of work has been done to underpin the reform process within my department. Much of that work, at least publicly, has focused on improving systems and processes.

‘But extensive work has also been done to help shift the organisation to one which is much more focused on people - our clients - and today’s launch of the client service improvement program is a key milestone in this aspect of the change sweeping across my department reflecting our commitment to ‘people our business.’

The Client Service Improvement Program involves a number of areas:

z A new Client Service Charter, which underscores the department’s commitment to

client service. It tells customers clearly and plainly what sort of service they can expect of the department and where to go to find the assistance they need. The charter has been developed after direct consultation with our clients to ensure it is relevant to the people who use our services. z A new look for Client Service Offices, commencing with Melbourne and Sydney - the

two busiest offices in the department’s network. The new fit-outs reflect the feedback we sought from clients - people who actually use our services. The new offices will more user-friendly and better able to cope with the large number of people that use them. The new office look will be progressively installed in other sites. z A new look for staff, initially those on the front-line, is the third phase of the changes

being unveiled today.

‘My department wants its staff to have a professional look to match our new client service focus and this is entirely appropriate,’ the Minister said.

‘So, a new uniform has been designed for front-line border staff and a broader dress policy is also being developed with input from our staff.

‘In last year’s staff survey, DIMA employees said they attached great importance to both their and the department’s image and the range of initiatives being implemented reflect staff feedback.

‘This staff survey is a critical part of ensuring we are listening and responding to, not only


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our customers, but also our own staff.

‘The broader consultative process has included senior and middle managers working on counters, talking directly with customers and front-line staff. Senior management have also attended client feedback sessions, hearing directly from customers about their experience of dealing with immigration - the good and bad and referring information back to a Global Feedback Unit, established to collate and analyse all forms of feedback to see how we can further improve our service to clients.

The Minister said the Government had made a massive $495 million commitment in the may Budget to overhaul and improve the department’s IT systems to further improve client service and give staff the tools they need to do their jobs.

‘All of these improvements come on the back of the comprehensive change management program following the Palmer and Comrie reports. This is Palmer-plus and the reforms clearly show that we are on the move to improve,’ the Minister said.

Minister’s media contact: 0417 445 886

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URL: /media_releases/media06/v06131.htm Last update: 06 June 2006 at 09:35 AEST