Australian Immigration Daily News

I am not sure whether other Migration Alliance members received this email today from the DIBP.  What immediately made me laugh was that this very email reflects poor service standards.  The email was not sent by a person it would seem.  Just another case of people in the DIBP not properly identifying themselves.  Usually what we get is a case officer signing off with only their first name and their position number.  Eg 'Tiffany PN:00000'  Now we just have a blank space with no name.  I have copied my response email to DIBP below.  I would like to suggest that other migration agents respond to the mailbox provided and specifically request that the Office of the MARA are included within the survey.  We do not want the OMARA removed from the survey or lumped together generally with the DIBP.

Dear Registered Migration Agents

The Department of Immigration and Border Protection will be conducting two research projects from October to December 2013.

The first project that will be conducted is the Client Segmentation research project.

The department has engaged Colmar Brunton to conduct the research to gain a better understanding of our visa clients. Research is being undertaken with people who have recently been granted an Australian visa to understand their experiences of dealing with the department in their visa application journey and their views on how the department can improve its client services.

Colmar Brunton will be conducting in-depth interviews with approximately 30 clients, and online and telephone surveys with approximately 3400 clients.

More details about the Client Segmentation research project can be found in the attached FAQs document.

The second research project the department will be conducting is a Client Satisfaction survey. This research will be conducted by a third party, on behalf of the department and will commence by the end of 2013. The research will focus on measuring client satisfaction across the department’s major service channels. It is envisaged that the department will be surveying visa clients, migrations agents and business sponsors.

More information on the satisfaction survey will be sent to you prior to the survey launch.

If you have any queries about either survey, please contact This email address is being protected from spambots. You need JavaScript enabled to view it. and a team member from the section will answer your query.

Kind regards

Client Experience and Strategic Marketing Section 

Survey-Client-FAQs.pdf

My response:

Liana Allan <This email address is being protected from spambots. You need JavaScript enabled to view it. >
   
3:42 PM (20 minutes ago)
       
to Migration, client.experie.,

Hi there XXXXX (the email came through without a name or position number so I cannot address a real person in my response)
I do have some questions.
Which is the 'third party' that will be used for the second survey 'Client Satisfaction'?
Could you please provide me with a copy of the brief to Colmar Brunton for 'Client Segmentation'?  How was Colmar Brunton chosen for the project?  Was there a tender?  Was that public or private?
Please could you ensure that the Office of the MARA is included as part of the survey 'Client Satisfaction' as it is a major service channel of the DIAC.  Migration Agents who are members of Migration Alliance would be interested in providing feedback in this area as well as client service channels within DIBP.
Thank you.

Best Regards

Liana J Allan