The Department of Immigration plans to overhaul its existing procedures to make immigration services more user-friendly, efficient, and effective. This was announced by Minister for Home Affairs and Immigration Pio Tikoduadua, who indicated that the review would take a comprehensive approach to streamline processes, enhance customer service, and incorporate technology.
Minister Tikoduadua mentioned that the goal is to reduce paperwork and eliminate unnecessary steps, simplifying the immigration system for individuals. The initiative includes implementing a fast-track process for urgent and high-priority cases to ensure timely decision-making. Clear guidelines and timelines will be established for processing various types of visas and permits, providing transparency and predictability for applicants.
To further improve services, immigration officers will undergo training to deliver courteous, knowledgeable, and efficient services. This will be supported by regular customer service workshops and updates on the latest immigration policies and procedures.
The Minister also emphasized the creation of a dedicated customer support helpline and an online chat service to address applicants’ queries and concerns promptly. Additionally, regular surveys will be conducted to gather feedback from applicants, enabling continuous service improvement based on their experiences.
Another significant enhancement will be the introduction of an online application portal. This portal will allow individuals to submit applications, track their status, and receive updates electronically, significantly reducing wait times and improving the overall user experience.
The department also aims to improve biometric systems for identity verification, ensuring the security and integrity of the immigration process. Furthermore, data analytics will be utilized to monitor and manage application trends, aiding in the effective allocation of resources and anticipating future needs.