Key result areas

Achieving excellence in service delivery

Treating the veteran and defence force communities with courtesy, respect and sensitivity
Responding promptly to feedback, inquiries and correspondence
Demonstrating personal commitment to delivering quality service
Improving the range, accessibility, quality, timeliness and coordination of services
Informing the veteran and defence force communities of their full entitlements and available services
Explaining our decisions clearly and facilitating rights of review
Promoting community appreciation of veteran and defence force service
Providing high quality services to the Minister, the Government, Parliament and the Repatriation Commission

Identifying and developing partnership opportunities
Forming strong relationships with providers
Using market research and industry knowledge in purchasing decisions
Developing and managing contractual relationships
Maintaining DVA's values in purchased services and monitoring standards of service delivery
Working with other Government agencies
Working with veteran and Australian Defence Force organisations

Developing and investing in our people and taking personal responsibility for career development
Communicating effectively with each other and taking personal responsibility for staying informed
Enjoying a diverse, supportive, safe and fair working environment
Managing work performance cooperatively, recognising each other's efforts and rewarding outstanding contributions
Contributing to change and improvement

Integrating the planning, monitoring and reporting systems
Refining DVA's performance measures
Matching best practice in processes and unit costs
Ensuring efficient corporate support and excellence in records management
Sustaining continuous improvement
Supporting innovation and taking advantage of opportunities
Implementing our IT Strategic Directions, including our capacity to conduct business electronically