The Department of Immigration is set to overhaul its procedures to make immigration services more user-friendly, efficient, and effective.
Minister for Home Affairs and Immigration, Pio Tikoduadua, announced that the review process would adopt a comprehensive approach aimed at streamlining operations, enhancing customer service, and incorporating technology.
The initiative aims to reduce paperwork and eliminate unnecessary steps, thereby simplifying the navigation of the immigration system for individuals.
Tikoduadua mentioned the introduction of a fast-track process for urgent and high-priority cases to expedite decision-making. Additionally, clear guidelines and timelines for processing various visas and permits will be established to ensure transparency and predictability for applicants.
Improving the training of immigration officers in customer service is a priority. Officers will participate in regular workshops and receive updates on the latest immigration policies and procedures to provide courteous, knowledgeable, and efficient services.
A dedicated customer support helpline and online chat service will be launched to promptly address applicants’ queries and concerns.
The department plans to conduct regular surveys to gather feedback from applicants and continuously enhance services based on their experiences.
An online application portal will be introduced that allows individuals to submit applications, track their status, and receive electronic updates, significantly reducing wait times and improving the overall user experience.
Enhancements to biometric systems for identity verification will be made to ensure the security and integrity of the immigration process. Additionally, data analytics will be used to monitor and manage application trends, allowing for more effective resource allocation and anticipation of future needs.