Annual Report 2008-2009

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OUTPUT 2.1: Consular and passport services


The department will support and assist Australian travellers and Australians overseas by providing high-quality consular and passport services.

Output 2.1 includes the following administered items:

Travellers emergency loans

Australian travellers assisted through emergency loans in accordance with the guidelines in the Consular Handbook

Consular emergency services

Australian travellers provided with consular emergency services in accordance with the guidelines in the Consular Handbook

Key Performance Indicators 2008–09 Target
  • Delivery of comprehensive, responsive, high-quality consular services
  • Respond in an effective and timely manner to large-scale crises involving conflict, civil unrest, natural disaster or significant transport incidents
  • Maintain high-quality consular services while managing increased case numbers
  • Deliver enhanced consular training to departmental staff
  • Delivery of effective activities to improve awareness among Australian travellers of potential trouble spots and an understanding of the extent of assistance that the Australian Government can provide
  • Maintain up-to-date travel advice

  • Monitor and track effectiveness of the smartraveller campaign
  • Ensure highly-developed crisis management procedures are in place and tested
  • Ensure continuous improvement of contingency planning to respond to overseas crises and major events

  • Deliver a revised Contingency Planning and Crisis Management Manual
  • Delivery of high-quality and responsive passport services
  • Develop a strategy paper on the outlook for the passport business over the next five years
  • Manage increasing workload effectively and meet ten-day turnaround for passports as outlined in the Client Service Charter
  • Develop a plan for the timely replacement of ageing passport systems
  • Engage with Australia Post and other service providers to improve efficiency of processes and client service levels
  • Develop a plan for the improvement of online services
  • Enhance fraud intelligence gathering and analytical capabilities
  • Continue the development of a new passport series
  • Expand the specialist training program aimed at improving the integrity of the passport system
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