1. DVA Leadership forum Policy and service delivery challenges faced by government agencies with a service delivery role Andrew Metcalfe Secretary Department of Immigration and Citizenship 30 November 2010

2. 65 Years of nation building

3. Overview 8000 people across Australia and overseas Responsible for both policy and service delivery Wide range of risks to manage and engage with across the portfolio Department of Immigration and Citizenship

4. Environment Heightened risk of exposure to border security and terrorism threats Increased proportion of migration from mixed risk countries, especially China and India High operating costs of migration, visa and citizenship services Historically based, geographically centred operating model Financial savings targets Increased traveller volumes facilitated by discount airlines Ongoing labour market demand for foreign skilled labour Systemic pressures Global trends Historic convergence of pressures Transformed business operating model

5. Policy and program management Business services Global Managers eBusiness Client services NEW ENTERPRISE ARCHITECTURE STRATEGIC CHANGES CAPABILITIES Service centres Service delivery partners Generic visa portal Strengthen the application layer of Australias border security model Border Security and Integrity Visa simplification and deregulation Business services transformation Client services transformation Visa risk analysis Foundations for transformation

6. Client services transformation

7. Conclusion Challenges Policy and programs must meet the broader need, but remain flexible to take account of individual circumstances Program and operational risks need to be analysed and managed Policy development must be supported by strong research and evaluation capability A strong feedback loop between policy and service delivery must be maintained Staff must be strongly supported

8. Questions?