 The Department of Immigration and Citizenship has embarked on a transformation process aimed at improving the services we offer to clients by making them simple, accessible and better targeted to both immigration and client needs. The client services transformation strategy will expand the services we offer so clients can choose how and when they interact with us. There are four goals of the strategy and they aim to offer improved client service, increased integrity, increased efficiency and processing consistency. Okay, and have you been in Australia for two of the last five years? You have. Okay. Earlier this year we launched a telephone based lodgment service for the five year resident return visa and this has enhanced what I can do in my role in the service centre. Not only do I provide information to clients but I can also make a decision on a visa application for a resident return visa and this has really improved the access of our services to clients who are now able to lodge an application for their visa over the phone without having to attend a DIAC office. There are some other examples of how we are delivering better service to our clients. In the Pacific region we have improved our service delivery channels. We have collaborated with the UK Border Agency on arrangements for biometric data collection. Our online services have been improved. For example the eVisa platform is now more user friendly and the eTourist visa now allows more clients from more countries to access the service. The department is aiming towards a global service centre strategy which will enable 24 hour communication for clients via phone, email and online. Overall the client services transformation strategy has provided greater access to our services. It has also made information about the department's products and services more consistent and easier to understand.