People

• Implement a workforce strategy to address staffing issues including organisational health, skills development, recruitment and retention.
• Identify and manage workload trends to ensure DVA has appropriately skilled staff in the right locations to effectively deliver its services.
• Continue to build teams working across a variety of locations.
• Promote open and honest communication and ethical decision-making consistent with the Australian Public Service Values and Code of Conduct.

Innovation

• Implement DVA’s applications framework, integrating information systems to consistently meet the department’s business requirements.
• In partnership with other agencies, implement the introduction of the Australian Government’s health and welfare services access card.
• Use appropriate technologies, including e-business solutions, to improve efficiency.
• Enhance DVA’s decision-making through better data quality and modelling, information management, evaluation and research.

Effective Business Outcomes

• Implement a new client contact strategy to provide a high quality, nationally consistent service to all people doing business with DVA.
• Improve DVA staff knowledge of Defence and the impact of a military lifestyle.
• Implement a business modernisation strategy to further integrate DVA’s processes and deliver services as a single, cohesive agency.
• Strengthen quality assurance to further improve service delivery outcomes.
• Support effective decision-making that clearly records and explains decisions.
• Ensure contract management practices are consistent with Australian Government procurement guidelines.
• Continue to build partnerships with the veteran, defence force and AFP communities, government agencies and contracted providers to deliver cost-effective services in a whole of government environment.

Governance

• Build DVA’s new governance committee framework to provide effective oversight of the department’s operations and the implementation of oneDVA.
• Ensure good governance relating to financial administration and accountability.
• Maintain robust and responsive financial management that enables DVA to deliver services flexibly and at a high standard within the constraints of reducing departmental resources.
• Ensure risks are systematically identified and managed.
• Effectively manage audit, fraud, business continuity and insurable risks.