Demand for Irish immigration services continues to increase at a significant rate. Our service users rightly expect immigration processes to be personalised, timely and responsive. The Department has begun to transition from paper-based and labour intensive processes to efficient, robust and customer– centric frontline immigration services, in line with our Digital First policy.
As part of this transition, Immigration Service Delivery [ISD] have developed a digital strategy for immigration. The strategy has been designed to be consistent with both the government’s and the Department of Justice’s ICT strategies.
The ISD strategy has three pillars:
- Customers
- A consistent self-service that is ‘Digital First’
- Multiple channels ensuring easier interaction
- Sharing of important information
- Staff
- Technology enabling staff to work efficiently
- Well defined mobility and career trajectory
- Motivated staff continuously developing
- Operating Model
- Optimised technology infrastructure
- Technology enabling better information use
- Structure which reflects efficient processes
The strategy will be implemented on a phased basis, detailed below.
Phased implementation
| Phase one | Phase two | Phase three | Phase four | |
|---|---|---|---|---|
| Operational model | Map out the process by which an operating model will be designed | Design the operational model using the approach identified in phase one | Three phase transition plan
1. Standalone operations 2. IT dependent but independent of other functions 3. All other units |
Fully implemented operational model |
| Concurrent activities | – Launch of digital COVID certificate scheme
– Expanded investment in online forms – Expansion of customer service initiative – Expansion of evetting – Data quality and data integrity initiative – Introduction of eSignatures |
– Scoping of transfer of GNIB operations (in line with Future of Policing in Ireland report)
– Finalise data architecture and begin process of mapping to ICT system – Design transition plan |
– Moving towards single window on immigration history / 360° view of customer
– Analysis for optional customer segmentation – Drawing on other department’s data to reduce duplication |
– AI in customer engagement |