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48-2017 - Service Delivery Modernisation (SDM) – Request for participation in design discussions: 24 May – 3 June 2017

8 May 2017

Who does this notice affect?

This notice is of interest to importers, exporters, customs brokers and agents who use the services of the department and interact with the department.


Further to our SDM engagement in February 2017 to understand your experience interacting with the department’s services, systems and people; we have taken on board your feedback and would like to talk to you again.

Our objective now is to have you involved in requirements and design discussions across the areas of people, technology, information and processes to identify service delivery improvements to achieve increased client satisfaction.

Our initial focus is on identifying improvements to the following areas:

  1. Development of the department’s online self-service capability, including a self-service portal, so you can do business online and to enhance your experience.
  2. Managing your business identity and access to improve visibility about the information the department holds about you, to enable the department to re-use information across our services.
  3. Development of a notifications capability to send you appropriate notifications through your preferred method at the right time.

Further information:

We are keen to expand our consultation to a broader client base to ensure we understand the diverse business groups and the different needs so we can reform our service delivery capabilities.

If you are interested in assisting us, we would like nominations from you or your representatives who can provide input into discussions of the above focus areas.

You can express your interest by sending an email to Service Delivery Modernisation. Responses are requested by close of business Monday 15 May 2017.Please include names of participants, preferred location and contact (email and phone) details.

We are aiming to hold our meetings between 24 May and 3 June 2017 in Sydney, Melbourne and Canberra.