Immigration Education Conference May 2006

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Immigration Education Conference May 2006
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Online the way of the future
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Contents

• Student Objectives Strategy
• Service Delivery and Customers Needs
• Student Processing history and issues
• Current Online Products
• Students Online
• Initiatives
• What have we learnt?
• Student Branch iBranch Concepts
• Future Online Direction
• Future Thinking

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NZ Governments Student Objectives

• Facilitate the entry of foreign students in order
  to
• Foster the development of international linkages
  and mutual goodwill
• Enhance the quality of New Zealands educational
  services
• Promote the increased foreign exchange earnings
  from educational services

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Immigration NZs Student Objectives

• Maximise benefits for both the country and
  students, through more efficient processing and
  Fair and timely decision making
• Minimise any risks to New Zealand
• Transparent and consistent decision making and
  open communication with the industry
• Ensuring that students coming here have genuine
  study intensions
• Sustain good connections with the sector and
  institutes at local and national levels

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Service Delivery and eServices Strategy

• Increase productivity, efficiency and
  accessibility for customers through the use of
  technology as an enabler
• Focus on extending service delivery reach through
  relationships with customers, stakeholders,
  sectors, and industry and community groups.
• Contribute to service delivery productivity and
  efficiency through innovation
• Continue to listen and learn from the sector

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What are our needs?

• Service Delivery
• Cost savings and increased productivity
• Pressure relief from the VP branches
• Driving low risk, high value applications online
• Improved Business Processes and Infrastructure

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What are our needs?

• Immigration Customers
• Timeliness, Timeliness, Timeliness
• Responsiveness, Responsiveness, Responsiveness
• Convenience
• Multiple channels of service.
• Consistency of policy application and compliance
• Closer links with Relationship Management
• Added value

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Student Processing History

• NZIS
• Backlogs
• Queues
• Unable to cope with student peaks
• No strong links with the Education Sector at
  ground level
• Education Sector
• Significant growth 4th largest export earner
• Large time investment with immigration issues
• Student
• Struggling with immigration issues and breaching
  policy

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Current issues

• Operational inconsistencies with processing
  models and software systems
• Multiple areas of the business resourcing for
  peaks and working in isolation
• Varying levels of success/failure around
  timeliness and service standards
• Lacking credibility with some sectors in meeting
  our service delivery guarantees

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Current issues

• Disconnect with some industry sectors
• A lack of consistency, transparency and rigour
  in student visa/permit decisions and policy
  applications.
• Perceived lack of sector wide consultation and
  development of our student policy
• Inconsistency and bias towards the high risk end
  of the scale versus facilitating access for some
  high value temporary migrants

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Current Online products

• Current Online Products
• Visitors Online
• Working Holiday Schemes Online
• Expression of Interest Online (Residence)
• Online Enquiries Service
• NetworkZ Online
• Current B2B Products
• Students Online

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Student Processing Statistics 1/1/06
30/4/06

• Auckland Student Branch 14,900
• Palmerston North Student Branch 7,350
• eBranch - SOL 18,000
• Wellington Business Unit
  330
• Immigration Profiling Group
  135
• Other On shore Branches 1,060
• Off Shore Branches 8,650

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Online Processing Statistics 1/1/06
30/4/06

• Students 18,000
• WHS 6,424
• Graduate Job Search 300
• Visitors 1,114
• Medicals Raised 3,709

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Students Online Process
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International Office (SMS System)
Student
Extract File
Communication direct with student
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INZ eBranch Business Rules Passed
Summary Report Labels
Labels Printed
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Students Online servicing model

• Dedicated account managers allocated with a
  portfolio of institutes
• One on one service
• Centralized outward communication and updates
• Consistent policy and procedure application
• Access to senior management
• Regular and reliable internal communication and
  information sharing
• Close integration with relationship management
  function

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Initiatives - Students

• Students conference  
• Student consistency project
• Operational guidelines/training.
• Management information reporting
• Student's Online sector working groups
• Interim permit process
• Restructured procedures to handle new health
  policy requirements

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Initiatives - Students

• Annual institute audits
• Work eligibility
• Length of Course
• SOL service expanded to allow Visitor and Work
  permit holders
• Graduate job search work permits
• Electric revocations advise
• Online variation of condition applications
• Over stayers follow-up

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What have we learnt?

• More about relationship and partnership than
  information technology
• Listening, mutual respect and working together -
  help sharpen the mechanisms for delivery
• Operational decisions structured around the
  cycle of partnership activity
• Hands on review and feedback drives the
  development of strategy and guides the delivery
  of outcomes

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What have we learnt?

• Partnership, sustained efforts and continuing
  results are the defining factors in success -
  beyond initial implementation
• Technology is an enabler, not the solution
• Partnership with trusted third parties is the
  way of the future

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Using Students Online as a template

• Success of SOL provides structure and platform to
  model other online services
• Technology as an enabler
• Account manager model
• Focus on relationships
• Process Innovation

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Benefits for future online development

• Minimal face-to-face contact
• Better risk management - third parties know
  customers better
• More efficient use of resources
• Partnerships with key customers makes it easier
  to evaluate needs and provide solutions.
• Better customer service delivery - move from
  compliance focus to partnership focus
• Ability to meet strategic goals of the industry
  sectors that we are working with

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Centralised Student branch

• eBranch, Palmerston North and Auckland have
  investigated options for working more closely
  together on the processing of student
  applications. Sharing work load, such as
• Staggering permit expiry dates
• Cross-System training
• Regular student branch meetings
• Looking to the future having one centralized
  student branch is seen as ideal and would realize
  a number of benefits under centralized
  processing. 

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iBranch concept

• eBranch becomes iBranch - the centre of
  innovation and testing ground for online
  development
• eBranch responsibilities become that of all of
  service delivery

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Future Online direction

• The goal for online is to convert as many low
  risk high value application types to an online
  platform to
• Improve timeliness standards and customer service
• Increased efficiency and productivity gains
• Better use of government resources
• Allow emphasis to be given to the high risk end
  of the market to ensure better decision making
• Focus on relationship building rather than
  processing
• Provide consistency of policy application and
  risk management

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Future Online direction

• Online lodgement and payment of all application
  types
• SOL light solution to cater for all segments
  of the education sector
• Offshore students B2B agents institutes
• End to end processing of low risk, high value
  applications
• B2B partnerships for work visas and permits
• Matching student, work and residence

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Future Online direction

• Returning residence visas visitors
• Kiosks
• Applicant status enquiries, notifications
• 3rd Party Enquiries (Agents, Employers,
  Institutions etc)

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Future thinking

• Repatriation
• Centralisation
• Outsourcing for efficiency
• Shifting where we do business
• Changing the way we do business
• IT architecture
• Workflow systems
• Border Integration

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Future thinking

• 80 Lodgement electronic
• 50 Assessment electronic
• More marketing, More verification, less
  processing
• Develop more online products
• Establish a generic online lodgement facility
• Establish more industry sectors as key allies

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Questions

• Thank you