2013: Anytime, Anywhere, Any Device A case study in Efficiency and Effectiveness
Author: Judy Hurditch, Intermedium, 12 August 2013
This is a case study written by Intermedium on the Visa Pricing Transformation work I led at the (then) Department of Immigration and Citizenship (DIAC). The VPT was a strategic re-framing of visa pricing internationally benchmarked, based on a digital platform and analytics strategy, and projected to generate an additional AUD $700 million over four years.
I was the public official at the then Australian Department of Immigration and Citizenship (DIAC) who was the VPT design strategist and program implementation senior executive.
The client experience and client segmentation analysis was a key part of this work.
Equally important was the time and motion studies and business process standardization activities conducted in different parts of the business over a 3 year period, delivering very significant cost reductions ($100 million) to the client services operational budget