The Department of Immigration and Citizenship (DIAC) today announced the results of the first phase of an extensive 12-month research program into client satisfaction and the department’s performance.

The results of this research come as the department begins a transformation exercise to provide more efficient and effective service to all its clients in an effort to become the best immigration and citizenship organisation in the world.

Among the most significant findings were that 84 per cent of respondents were satisfied with their most recently used service delivery channel (phone, email, online or in-person) and 94 per cent of respondents were satisfied with the department’s online application process for visas.

The research, conducted by ORIMA Research Pty Ltd, involved responses from nearly 7500 visa applicants, citizenship applicants, clients with immigration status issues, registered migration agents and sponsors, across 50 nationalities.

Other significant research findings included:

• 89 per cent of respondents were satisfied with the DIAC website
• 87 per cent of respondents were satisfied with the in-person service they most recently received
• 95 per cent of respondents who had used the online application system said they would use it again
• 89 per cent of citizenship applicants were satisfied in their dealings with DIAC.

The department recognises that the global movement of people will be one of the great challenges of the 21st century.

“We need to position ourselves as an organisation to compete in global markets and to attract the best migrants and key skills required for Australia’s future growth and prosperity,” a DIAC spokesman said.

The satisfaction level with web-based products and services reflected in the survey was encouraging as the department begins to provide more of its services online.

“We’re pleased with the high levels of satisfaction from our online products,” the spokesman said. “We listen to our clients and what we’re hearing is that they want more of our services available online.

“Client feedback like this tells us where we are and what we need to do to meet the challenges posed by emerging demands locally and globally.”

Media Enquiries: National Communications Branch 02 6264 2244