Demand for Irish immigration services continues to increase at a significant rate. Our service users rightly expect immigration processes to be personalised, timely and responsive. The Department has begun to transition from paper-based and labour intensive processes to efficient, robust and customer– centric frontline immigration services, in line with our Digital First policy.

As part of this transition, Immigration Service Delivery [ISD] have developed a digital strategy for immigration. The strategy has been designed to be consistent with both the government’s and the Department of Justice’s ICT strategies.

The ISD strategy has three pillars:

  • Customers
    • A consistent self-service that is ‘Digital First’
    • Multiple channels ensuring easier interaction
    • Sharing of important information
  • Staff
    • Technology enabling staff to work efficiently
    • Well defined mobility and career trajectory
    • Motivated staff continuously developing
  • Operating Model
    • Optimised technology infrastructure
    • Technology enabling better information use
    • Structure which reflects efficient processes

The strategy will be implemented on a phased basis, detailed below.

Phased implementation

Phase one Phase two Phase three Phase four
Operational model Map out the process by which an operating model will be designed Design the operational model using the approach identified in phase one Three phase transition plan

1. Standalone operations

2. IT dependent but independent of other functions

3. All other units

 Fully implemented operational model
Concurrent activities – Launch of digital COVID certificate scheme

– Expanded investment in online forms

– Expansion of customer service initiative

– Expansion of evetting

– Data quality and data integrity initiative

– Introduction of eSignatures

 – Scoping of transfer of GNIB operations (in line with Future of Policing in Ireland report)

– Finalise data architecture and begin process of mapping to ICT system

– Design transition plan

 – Moving towards single window on immigration history / 360° view of customer

– Analysis for optional customer segmentation

– Drawing on other department’s data to reduce duplication

 – AI in customer engagement