DVA Strategic Plan Towards 2020

14 Apr 2014

Secretary’s Message

Towards 2020

DVA Towards 2020 is a plan to take DVA into the future. It provides the direction for us to ensure that we continue to meet the needs of veterans and their families in an ever changing and challenging environment. It will guide our response to better meet the needs of the growing number of younger clients.

A feature of our work is that we provide services and support across the age spectrum – from young children and contemporary veterans of operations in places like Afghanistan, through to widows of First World War servicemen. We support veterans and their families during some of their most difficult times and continue to enhance their wellbeing throughout their lives. Our vision is to be a responsive and flexible organisation, efficiently delivering high quality, connected services to all generations of veterans and the wider veteran community.

As we move towards 2020, our aim is to make it easier for clients to work with the Department. We will ensure we are responsive to all groups of clients by increasing our understanding of their needs. We will listen to feedback, and be flexible and ready to change as we need to. We will continue to strengthen connections with our stakeholders, such as Ex-Service Organisations, providers, Defence and other government agencies.


As we look to the next few years, our priorities include:Hon Michael Ronaldson

  • implementing the new mental health initiatives announced in the Budget and outlined in the new Veteran Mental Health Strategy;
  • continuing to adapt our communication methods to better suit younger veterans;
  • redeveloping Rehabilitation and Compensation systems and increasing flexibility to provide better client service, with a focus on times taken to process claims;
  • continuing to work with the Department of Social Services on implementing aged care reforms;
  • developing a service delivery strategy that will provide a framework for client centric design and delivery;
  • delivering quality commemorative events, including a number of significant anniversaries, including the Anzac Centenary;
  • delivering a modernised desktop environment for staff; and
  • expanding the availability of self-managed services through the Department’s digital channels.

We are proud of the role we play within the community, and the extraordinary breadth of the work we do. We can also take pride in the wide range of services we provide. I recognise that without our staff none of this would be possible and I value the impact you make in achieving outcomes.

DVA operates under the policy agenda set by the Government, the Repatriation Commission and the Military Rehabilitation and Compensation Commission. The responsibility for delivering on this agenda and the strategic direction of the Department falls to all of us, and I encourage you to work together to deliver on this plan. View the full strategy here.

Simon LewisSimon Lewis PSM