Gaz - Aps 6 - Act/nsw/qld/vic/sa - Transformation

**Contact**:hiringManagerName **Phone**: 02 6275 6546
**Period of Vacancy**:Ongoing
**Number of Vacancies**: Several

**Who can apply**:
Please note this opportunity is available to current Australian Public Service employees and all eligible members of the community.

**About the Department of Home Affairs**:
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The Department of Home Affairs is responsible for centrally coordinated strategy and policy leadership in relation to domestic national security arrangements, law enforcement, emergency management, counter-terrorism, social cohesion, the protection of our sovereignty, the integrity of our border and the resilience of our national infrastructure.

The Australian Border Force, an operationally independent body within the Department of Home Affairs, is Australia's frontline border law enforcement agency and Australia's customs service. The Australian Border Force's mission is to protect Australia's border and facilitate the legitimate movement of people and goods across it.

**Overview of the Division**:
The Department’s Service Delivery & Transformation Division (SDTD) plays a key role in delivering a prosperous, secure and united Australian society. We work with colleagues across the Department, broader Government and industry to deliver products and services to visa clients, citizens and travellers with increasing expectations for digital services that are simple, clear and fast. Among other tasks the Division:

- Drives a collaborative and integrated approach to the Department’s Whole-of-Government transformation program of work
- Deploys a design and business and behavioural insights capability to support enhanced client services
- Delivers key digital capabilities for immigration, visa and settlement services
- Delivers a Transformation Program Office and Program Management Office
- Delivers telephone enquiry services via the Department’s Global Service Centre (GSC) as well as a range of online and digital services
- Manages the operation of global Visa Application Centres and Biometric Collection Centres in almost 50 countries and supports the delivery of in-person services within Australia
- Manages the Department’s feedback and escalation channels, including its global complaints and compliments function
- Is developing a strategic procurement function to maintain and enhance existing core market-delivered functions for the Department of Home Affairs.

**Branch Overview**:
**Digital Capability Branch (DCB)**:
DCB supports the enhancement of existing systems and digital capabilities, replacement of essential systems and the delivery of new capabilities which align with Government expectations and priorities. DCB is responsible for scoping and providing options for sourcing arrangements that contribute to the introduction and implementation of new border technologies and the procurement processes behind them.

**Transformation Program Office (TPO)**:
The TPO supports deliverables of major transformation programs including oversight of the strategic approach to the future direction of transformation. The Branch is responsible for leading and managing transformation programs on a day-to-day basis, managing business benefits and the governance and secretariat that support the transformation process. The TPO provides options for sourcing arrangements that contribute to digital technology support service delivery initiatives.

**Service Delivery Operations (SDO)**:
SDO Branch sets strategy and policy for client service delivery in the Department. SDO champions the Government’s Service Delivery and Digital Transformation Agenda and delivers simple, clear and fast information and services to clients and stakeholders and strives to continuously improve the cross-channel user experience. The Branch provides service delivery to Departmental clients through call centre arrangements, online, digital and face-to-face services, feedback management and escalation, and provision of helpdesk and business support for both internal and external stakeholders. SDO Directors routinely review current service offers to identify, develop and lead change proposals to improve the Department’s overall client service delivery experience.

**Service Delivery Design (SDD)**:
SDD Branch is responsible for service design and business transformation across key activities in the Department’s Immigration and Settlement Services Group, including engaging with the Digital Transformation Agency on service design for transformation programs. SDD supports broader change and service design activities across the Department through the development of a Service Design Capability Hub and Business Insights.

**About the roles**:
**APS6 - Project Support