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Towards 2020 - Key strategies, initiatives and priorities

DVA is committed to providing simple and easy access to services whilst ensuring that clients receive tailored and coordinated support when they need it. We want to establish early relationships with members of the Australian Defence Force (ADF) to ensure a high level of awareness of DVA services and support. We want to make the transition from the ADF to civilian life easier for our clients. We also want to be known for putting clients at the centre of everything we do. The information below provides information about how DVA will be a more responsive and flexible organisation, efficiently delivering high quality, connected services to all clients and the wider community. 

DVA's key strategies (Client focused, responsive and connected) informs its key initiatives and priorities. These form the basis of the Towards 2020 Future state plan.

Key Strategies

Client Focused

  • Deliver the right services at the right time through simpler and faster access to compensation and support and health and wellbeing services.
  • Deliver and support commemorations programs that appropriately recognise those who served.


  • Deliver contemporary policy, and tailor and customise access to service delivery to respond to clients’ current and emerging needs.


  • Through strategic partnerships and stakeholder engagement, deliver the best health and wellbeing outcomes for clients.

Key Initiatives and Priorities

To realise efficient client services, connect with veterans and be responsive to individual circumstances, DVA needs a simplified, transformed operating model and re-engineered business processes, starting with transition from the ADF to civilian life, through to rehabilitation and employment and beyond. Our initiatives and priorities discussed below describe the major change program essential to delivering on our key strategies of being a Client-focused, Responsive and Connected organisation.

Veteran Centric Reform

Develop a second pass business case to simplify and streamline DVA business processes and replace legacy systems to improve services to become more client-focused, responsive and connected.

Priorities for the next 12 months:

  • Progressing DVA’s Veteran Centric Reform agenda and completing a second pass business case as part of the whole-of-government ICT Investment Approval process for consideration within the 2017/18 budget process 
  • Implementing the next phase of the Veterans’ Employment Assistance Initiative
  • Implementing the Veterans’ Review Board case management system
  • Implementing the national roll-out of Alternative Dispute Resolution (ADR) 
  • Implementing the Single Appeals Pathway 
  • Designing the DVA ICT transformation program to replace outdated ICT systems
  • Providing an increased focus on rehabilitation support for those who are able to return to work

Digital transformation and Government reforms

DVA is working with the Digital Transformation Office (DTO) to help ensure that our client services are easier to access, simpler to use and quicker to transact.

Priorities for the next 12 months:

  • Digitising business processes and developing DVA’s online presence to improve services to clients

Organisational redesign for optimal service and efficiency

Build a more holistic approach to our organisational design by improving the way DVA operates across its Divisions and Branches, to ensure DVA can better serve its clients and respond to government priorities.

Priorities for the next 12 months:

  • Improving rehabilitation and compensation processes to increase efficiencies
  • Contributing to the Shared Services Agenda which aims to implement whole-of-government arrangements between agencies where like functions exist

Strengthening partnerships and stakeholder engagement

DVA is working to strengthen partnerships with Commonwealth agencies, ex-service organisations and representatives, and health providers to improve policy and program development, community activities and identify emerging issues.

Priorities for the next 12 months:

  • Improving the transition process for people leaving the military
  • Working with DHS on the WPIT – welfare payment infrastructure transformation, to improve DVA payment technology and digital service delivery

A Strong Focus on Mental Health 

Maintain a strong focus on early intervention. DVA encourages people to seek help early if they are worried about how they are feeling or coping. This promotes earlier and more successful recovery.

Priorities for the next 12 months:

  • Continue to implement the Veteran Mental Health Strategy 2013–2023 
  • and the Social Health Strategy 2015-2023
  • Implement a range of mental health budget measures and the new Government’s commitments
  • Continue to focus on providing e-mental health investment and provider resources
  • Continue with developing suicide prevention strategies 
  • Continue with building an evidence base on homelessness and suicide
  • Continue to implement the coordinated client support program for clients with complex and multiple needs 
  • Contribute to the National Mental Health Commission’s Review of the services available to veterans and members of the Australian Defence Force in relation to prevention of self-harm and suicide and provide advice to Government to assist its consideration of any recommendations.


Priorities for the next 12 months:

  • Progressing DVA’s strategic research agenda
  • Leading the third year of the Anzac Centenary Program 2014–2018
  • Refurbishing and rebuilding memorials where necessary
  • Delivering the Spirit of Anzac travelling exhibition to 23 locations
  • Progressing the 2015–2020 Indigenous Veterans’ Strategy, which focuses on indigenous clients and staff
  • Implement the new Government’s commitments 

Next: Towards 2020 - Future state

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