Facing the Challenges of the Future – Building on the Strengths of the Past

This plan reflects our vision of excellence in service delivery. DVA’s vision underscores our commitment to assisting members of the veteran and defence force communities gain access to their entitlements in compensation and health care.

In the past year we have again performed successfully against our vision. We have reaffirmed our commitment to the quality of the services we deliver through the publication of DVA’s Service Charter 2003-04.

In developing the 2003-04 Corporate Plan, we recognise the rapidly changing environment we face. Externally, there are new conflicts, the communities we serve are changing and our support for them is under increasing public scrutiny. Within the Department, we will need to improve our efficiency; our staff profile will continue to evolve and legislative change will have an impact.

We see our partnerships with the Department of Defence, external providers and other stakeholders as vital to delivering on the Government’s commitment to the veteran and defence force communities. The introduction of new legislation will require that we work closely and openly with these communities to ensure that legislation and policy and its administration are developed in an integrated way.

The implementation of the new legislation and further progress under the Defence/DVA links project, as well as consideration of the Review of Veterans’ Entitlements, will have important bearings on the direct nature of our responsibilities.

Together with these considerations, to be effective in its mission, DVA will focus on the following priorities for 2003-04:

• Developing and implementing the new military compensation scheme
• Considering and responding to the findings of the Review of Veterans’ Entitlements
• Continuing to strengthen Defence/DVA links
• Maintaining our reputation for excellence and innovation in delivery of health and related services and strengthening our delivery of rehabilitation services
• Improving the quality and consistency of DVA's decision making
• Recognising the different needs of our client groups particularly in relation to younger veterans and serving members
• Continuing to ensure that the Australian public recognises and appreciates the services of our veterans
• Enhancing the way in which our corporate knowledge is maintained, shared effectively and kept up to date to meet current and future business objectives
• Ensuring efficient corporate support and excellence in record management
• Harnessing efficiencies by improving our use of technology and e-business
• Ensuring the successful transition to the new IT architecture.

The achievement of our vision also relies on the expertise and commitment of all of us who work in DVA. We can justly feel proud of our culture, the services we provide and the way in which we provide them. A comprehensive training program for our staff, leadership development and emphasis on the values aspired to by the APS will be cornerstones of our staff development program.

Neil Johnston
SECRETARY