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Strategy and Business

OPERATIONAL REPORTS

Strategy and Business

2009–2010 in brief

  • Co-ordinated development of the business plan for the Office of the MARA and reported on performance.
  • Ensured responsible financial management.
  • Developed and delivered support services, including phone systems, database services and office equipment and supplies.
  • Provided secretariat services to five advisory board meetings.
  • Co-ordinated the response to the reform agenda arising from the review including developing and implementing the communications strategy.

Corporate governance arrangements

Governance arrangements were put in place in early 2009–10. These included a business planning framework, a regular internal meeting structure and a reporting structure to the secretary of DIAC and advisory board.

An experienced officer was seconded from the Refugee Review Tribunal and Migration Review Tribunal to assist with the establishment of sound financial systems. These included preparing and managing the budget and forecasts, maintaining financial records, preparing financial reports, analysing business performance information, and implementing and maintaining internal control procedures and proper governance. This was supplemented by training of staff in the legal and policy framework, systems and processes.

During the business planning session with all staff in June 2010, an aspirational statement was adopted as a simple and clear reminder of the outcomes that the Office of the MARA is aiming to achieve.

The aspirational statement embodies the vision of:

  • Ethical profession – registered migration agents having a reputation for being knowledgeable and skilled professionals who operate ethically and with integrity.
  • Empowered consumers – consumers understand what to expect from the profession, are able to make informed choices about the use of a registered migration agent, and know how to exercise their rights.
  • Engaged stakeholders – stakeholders who are interested and involved in ensuring that migration advice is available from a competent, ethical and well regulated profession.

As a regulator it is the aim of the Office of the MARA to work collaboratively with registered migration agents, consumers and stakeholders to achieve this vision. It is important to the Office of the MARA that the governance arrangements it puts in place supports this collaborative approach and provides confidence that this aspiration is on its way to being reached.

In order to ensure that the financial and governance controls were adequate, the Office of the MARA initiated a management review. This was undertaken by independent auditors, Protiviti Pty Ltd, during November 2009.

The review found that all key elements of a good governance framework were in place or had been identified as required and were in the process of being developed. Elements include the business plan, section plans, Client Service Charter, the Australian Public Service Code of Conduct, communications plan, stakeholder management as well as fraud control, risk management and business continuity plans.

Staff training and support

A major focus during the year has been on building staff capacity and ensuring that staff have the skills and knowledge to undertake the functions of the Office of the MARA within the Australian Government framework.

All new staff of the Office of the MARA completed a thorough orientation program in the policies and procedures of the Office of the MARA and DIAC’s corporate policies and programs, such as guidelines on occupational health and safety and harassment prevention. All staff attended probity training and new staff were required to complete Australian Public Service Code of Conduct and security awareness training.

In addition, individual staff received specific training based on their performance development agreements and in accordance with their functions. This included:

  • complaints handling
  • interviewing techniques
  • document examination
  • occupational health and safety
  • harassment in the workplace
  • records management
  • financial responsibilities
  • cost centre manager training
  • purchase order requisitions
  • client service skills and lawful decision making
  • leadership and supervision.

Staffing levels

A review of the structure and staffing levels was undertaken to ensure that the Office of the MARA had sufficient staff to carry out its functions, to manage the transition and to progress the large reform agenda. Areas of focus were:

  • implementation of review recommendations
  • additional professional standards officers to resolve complaints against registered migration agents
  • establishing an integrity unit to enhance the monitoring of registered migration agents
  • establishment of a communications unit.

At 30 June 2010 there were 33 permanent staff positions. There were also a temporary position and four part-time contracted staff. More information on staffing is contained in Appendix 3.

Enhanced Office of the MARA website

The enhanced Office of the MARA website provides more convenient services for consumers, registered migration agents and providers of CPD activities.

Consumers now benefit from a daily refresh of a large number of pages of information. When consumers use the website to ‘Find An Agent’, for example, they can search for both commercial and not-for-profit agents and the details they are presented with are more comprehensive. Consumers can also be more confident of the currency of the information.

Consumers can contact the Office of the MARA online including lodging a complaint. The ease of use of the website has been improved and further work is being done to improve content and presentation.

Registered migration agents have also benefited from increased security and protection of their personal information as well as greater access to information at any time. Agents can login to view and update their details securely in real time and view the CPD activities that they have completed. Agents can also partially complete online a streamlined process for re-registration. The graphic containing their migration agent registration number can be easily downloaded for use in advertising and other material.

In addition, agents benefit from access to up to date information on upcoming CPD activities. Enhancements planned in the coming year include an interactive CPD planner and full online re-registration.

As a result of the improvements to the website, the Office of the MARA is experiencing a more timely and even application rate as agents can access pre-populated applications for re-registration. Agents are viewing their information and updating changes to contact details and other information online, reducing the need to contact the Office of the MARA by telephone, fax or mail.

CPD providers also enjoy significant benefits. Providers have their own secure login to view and update their contact information. They are able to publicise their planned activities for the benefit of agents and subsequently report online the agents who have completed their activities. This streamlines the process and increases the accuracy and currency of each agent’s CPD history. The amount of information available to providers to assist them has been significantly increased.

Statistics on website usage

Since the availability of partial online repeat registration in April 2010, 86.7 per cent of applicants for repeat registration used the online application process.

A new functionality to enable agents to update their details online was introduced in February 2010. Since then, 33.4 per cent of agents who have updated their details performed edits using this function.

Feedback – complaints about the Office of the MARA

Information on how to make a complaint about the Office of the MARA is available on the website. In establishing the mechanisms for managing such complaints, the Office of the MARA noted advice of the Commonwealth Ombudsman’s Office that best practice in complaints handling is to integrate it into the agency’s core business. Complaints are used to identify weaknesses in the Office of the MARA’s operations and to effect improvements.

In 2009–10, the Office of the MARA received 25 complaints, 35 general inquiries and three compliments via DIAC’s Global Feedback Unit. Almost all (24) complaints were received in the first three months of operation and most were about the transitional website.

The Commonwealth Ombudsman’s Office contacted the Office of the MARA in relation to one matter during the year. The information requested by the Ombudsman was provided that same day. The Ombudsman subsequently formally advised the Office of the MARA that no further investigation was warranted.