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The Online Pathway

The Online Pathway. 15 th Annual Immigration Law Conference Nick Story – Assistant General Manager , Service, Design & Performance. Overview. The Digital Solution and Online Pathway Recent enhancements to our o nline systems Future enhancements Summary. The Digital Solution.

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The Online Pathway

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  1. The Online Pathway 15th Annual Immigration Law Conference Nick Story – Assistant General Manager, Service, Design & Performance

  2. Overview • The Digital Solution and Online Pathway • Recent enhancements to our online systems • Future enhancements • Summary

  3. The Digital Solution Requirements & Global Processing

  4. The Immigration New Zealand Environment • Demand for a global processing model with: • 28 processing offices worldwide • 40 visa application centres (VACs) in 26 countries • In the year to 1 May 2017: • 7.851 million unique visits to the INZ website • 135,945 visitor visa decisions • 80,144 work visa decisions • 49,160 student visa decisions • 14,885 residence class visas approved • 296,145 total visas granted

  5. The Online Experience The online pathway is the much more digital experience we envisioned for our customers through the immigration environment. • New Immigration Website • Help select the correct visa to apply for • Promote a digital channel where applicable • Immigration ONLINE • Apply online and upload documents • Global Process • Distribute applications to the best available processing resource • eVisas • Approved applications don’t need to submit a passport

  6. Immigration ONLINE • A central part of INZ’s Vision 2015 - aimed at having a more flexible, responsive and efficient processing operating model worldwide • Less reliant on physical offices, paper application forms and manual processing • Technology that improves service, delivers savings and enhances security • 60 per cent of visas, by volume, can be applied for online • Immigration advisers, education agents, and third parties can apply on behalf of applicants • Some applicants are able to do the entire process without having to visit an office or Visa Application Centre

  7. Global Processing • Fit-for-purpose global processing that can flex and wane to global demand • Easily allocate applications around our offices to maximise opportunities and manage risk • Newly introduced Standard Operating Procedures to ensure our global network is working consistently

  8. Customer Centric Design Personas provide an in-depth look at a customer. The persona is in the format of a story, this helps us to identify with them as a person who has needs and wants, as well as a real customer. Along side each persona is also their journey map and an ideal service experience map. This helps: • Understand customer goals, behaviours and underlying attitudes • Uncover the ‘why’ • Form connections with customers so we design from their point of view rather than being self referential • Applying insights to ensure we design the ‘right’ solution to assist customers to achieve their goals throughout the whole customer journey and that we understand how they felt through the process.

  9. Proof of Entitlement - VisaView service VisaView is an online system for employers and education providers which allows registered users to check if a person is allowed to work or study in New Zealand • Users are able to query a prospective student’s study entitlements • Employers may check the work rights of a potential employee • Allows bulk queries

  10. Immigration ONLINE – Growth In the 9 months from August 2016, Immigration ONLINE has grown from 100,000 total applications submitted to over 225,000. These are comprised of: • 110,000 Visitor Visa applications • 60,000 Work Visa applications • 50,000 Student Visa applications • More applicants are also choosing Immigration ONLINE with 40% of eligible applicants submitting their application via Immigration ONLINE in April 2017 Immigration ONLINE Monthly Uptake

  11. Recent Enhancements New and Updated Services

  12. New Web Tools • Newly released enhanced web tools, such as the Office and Fees Finder, have just been released to provide easier access to commonly requested information such as locations and details of: • Panel Physicians • Accredited Employers • Recognised Seasonal Employers • Foreign Police Certificates • Students OnLine providers • Occupational Registration Occupations and Bodies • These dynamic tools provide detailed information and a presentation that moves away from the limitations of the older tools.

  13. UnionPay Support Immigration NZ has made it possible for a wider range of Chinese visa applicants to apply online by introducing Union Pay as a payment option for applicants who use Immigration ONLINE. Chinese visa applicants are able to use their Union Pay credit or debit card as a payment option. • Go-live 26 February 2017 • Uptake in Chinese nationals applying for Visitor visas • Supports the streamlined process of applicants applying through the China UnionPay Trusted Industry Partnership

  14. eVisa Extension eVisa support has now been expanded to all online applications, regardless of whether or not the applicant has applied from a visa waiver country. • What is an eVisa? • Official document to permit entry and travel within New Zealand • Alternative to a physical label • Applicants do not need to send in a passport • Customers can apply, pay their fee and receive a notification online, often allowing the application process to involve submitting no documents to INZ

  15. Future Enhancements Enhancements Work Stream

  16. Digitisation Digitisation will enable the digitisation of paper applications from all application receiving centres and some INZ offices. This will enable a no-touch approach from application receipt through to workflow allocation. • This project will: • Provide a consistent service across all receiving centres • Allow for faster transition of applications into the Assessment process, and earlier identification of issues • Provide the ability to move all work around the global INZ network • Allow for better management of volume demand and/or capacity • Allow multiple people to access the application information

  17. Submission Service The Submission Service project will provide a foundational and extensible capability via a Service Integration Hub (SIH) which will enable integration between various INZ core systems (e.g. IGMS and AMS). The Submission Service project will: • Reduce time taken for an application received from third parties to be allocated to a queue for processing • Provide reusable technology to enable new front end visa application channels • Reduced complexity and time to market for new or changed capability initiatives • Enable core Immigration New Zealand systems to talk to each other

  18. Groups • Enhancing technology to extend Immigration ONLINE so family groups and tour groups can apply online in a similar way to a single visa – meaning most Temporary visa applications will be available to be applied for online. • Estimated Early 2018

  19. Summary • Focus on promoting the use of a digital channel with a shift away from paper processing • Global Processing Model focused on consistency and efficiency • New website to promote Immigration ONLINE • eVisasfor all temporary entry visa applications which were submitted via Immigration ONLINE.

  20. Thank you

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