As the accountable authority of the Australian Trade and Investment Commission, it gives me great pleasure to present the agency’s 2019–20 annual performance statements, as required under paragraph 39(1)(a) of the Public Governance, Performance and Accountability Act 2013 (PGPA Act). In my opinion, based on advice from Austrade management and Austrade’s Audit and Risk Committee, Austrade’s annual performance statements accurately reflect the performance of the agency and comply with subsection 39(2) of the PGPA Act.

Tim Beresford

Acting Chief Executive Officer

15 October 2020

Approach

The performance criteria that Austrade reports against are contained in its Corporate Plan 2019–20; some also appear in our Portfolio Budget Statements (PBS) 2019–20. The relationship between the corporate plan, portfolio budget statements and annual performance statements is shown in Figure 6.

The performance criteria in these annual performance statements respond to the purpose set out in Austrade’s corporate plan:

• To deliver quality trade and investment services to businesses to grow Australia’s prosperity

Having met or partially met eight of its nine performance criteria in 2018–19, Austrade has substantively achieved its purpose.

The services we provide reflect the changing needs of our clients. These include generating and providing market information and insights; promoting Australian capability; and facilitating connections through our extensive global network.

Austrade also helps Australian citizens overseas by providing consular and passport services in designated locations.

Where possible, the presentation of the results includes a graph showing the progression of outcomes over five years, as well as the targets that outcomes have been measured against. Newer key performance indicators only show historical data from the time they were put in place.

Summary of results

Client services

ANALYSIS OF CLIENT SERVICES RESULTS

During 2019–20, Austrade contracted an independent market research company to run a Service Improvement Study surveying trade, education and tourism clients, with results delivered quarterly. A total of 531 responses were received in 2019–20, a decline compared to 622 in 2018–19. The drop in survey responses received was primarily due to a reduction in service delivery resulting from the COVID-19 pandemic, rather than a drop in the response rate, which was 10 per cent, compared to 9 per cent in 2018–19.

Clients in the new Excelerate service were not included in the Service Improvement Study and were instead sent an in-house survey tailored to the new service. The 42 respondents to this survey reported 95 per cent satisfaction with Austrade. Austrade also undertakes user research with businesses and closely monitors feedback channels. Through this work, we identify and address issues with inconsistency in service delivery across Austrade’s global network.

Austrade achieved a high overall client satisfaction rating of 90 per cent in 2019–20 (91 per cent in 2018–19). Austrade’s rating on the TRI*M index (a measure combining satisfaction, loyalty and competitive advantage) reached 82 in 2019–20 (compared to 89 in 2018–19). Other measures from the Service Improvement Survey include:

• 92 per cent of clients said engaging the services of Austrade was of some or slight advantage, a big advantage or a very big advantage for their business (92 per cent in 2018–19).
• 73 per cent of clients achieved an international business milestone with the assistance of Austrade (79 per cent in 2018–19).

While overall satisfaction levels remain high, some measures are showing downward trends, while still remaining above target. These include the key performance indicators of whether working with Austrade resulted in a positive contribution, and whether it resulted in a commercial outcome. These declines, coupled with other client research and feedback, have indicated opportunities to improve. In response, Austrade is introducing new services, designed to address client pain points, and achieve greater economic impact.

To better understand the value we deliver to our clients, Austrade has introduced a new client experience framework. Key features of the framework are a new Client Experience Survey (to be run from 2020–21), an increase in point-in-time surveys, and improved digital service analytics. We will introduce three key measures across our services to capture our net promoter score, client satisfaction and client effort.

The new survey will be more targeted and take less time to complete, and will measure both new services and legacy services. While the introduction of the Client Experience Survey will lead to a break in the series of Austrade’s client satisfaction measures, some questions from the original survey will be included in the new survey to provide continuity between the two surveys.

Early indications from the new services are positive. The Excelerate service for expanding exporters, which we scaled up during 2019–20, achieved a net promoter score of +64 and a client satisfaction rating of 95 per cent, while the client effort score for using the service was a positive 98 per cent. In March and April 2020, we launched two new digital services, Find Export Markets and Export Market Profiles, as public betas (to provide early value and learn from usage and client feedback).

In addition to formal surveys, Austrade closely monitors compliments and complaints.

In 2019–20, Austrade received 15 formal complaints, compared to 13 in 2018–19. Most of these complaints related to Austrade’s services and policies, particularly eligibility for services. Austrade values and embraces client feedback as an opportunity to improve services. Thanks to feedback on Austrade’s email advisory support, we have introduced an improved process to ensure more clients get the help they need on their first contact.

COVID-19 has had an impact on Austrade services and client feedback. The number of tailored and general services Austrade delivered in the first half of 2019–20 was about the same as 2018–19. However, in the second half of 2019–20, these dropped by about half, with the most significant drop occurring between April and June. Austrade responded rapidly by adjusting delivery channels and ensuring our clients’ needs were driving the pace of service delivery. For example, Austrade moved its previously face-to-face seminars on free trade agreements to an online webinar format. The change was well received by clients and led to an increase in audience size and improved geographical dispersion.

While the investment environment has also been impacted by the pandemic, the long lead times of investment projects, coupled with strong pre-pandemic performance, have allowed Austrade to maintain a high level of investment outcomes facilitated during 2019–20. Investment value attracted was $4.7 billion during the reporting period, which was down on the previous year’s result of $8.0 billion, but comparable to the $4.8 billion achieved in 2017–18.

The most notable impact of the pandemic on Austrade’s performance relates to the Export Market Development Grants (EMDG) scheme. This performance measure for the program asks grant recipients whether they expect export promotion and marketing activity to change as a result of receiving the EMDG payment. Performance against this measure declined by 10 percentage points: from 74 per cent in 2018–19 to 64 per cent in 2019–20, and is below the target of 70 per cent for the first time since the introduction of this measure.

While the performance indicator measures the influence of respondents’ future intentions to undertake export promotion expenditure as a result of receiving an EMDG payment, these intentions are also influenced by business conditions. At the time of the survey, the historically positive influence of EMDG payments on exporter intentions is likely overshadowed by the COVID-related restrictions on overseas travel and events, and uncertainty surrounding global trade.

Austrade performed significantly better than previous years on other measures, such as the net promoter score for the EMDG scheme, which increased from 62 in 2018–19 to 79 in 2019–20. This may be a result of the government decision to increase the appropriation this year by $48.9 million, the decision by the Minister for Trade, Tourism and Investment to bring forward the second-tranche payment, and Austrade’s work to expedite assessments. The overall impact of these decisions meant that exporters received their full grant entitlement earlier than previous years, at a time when cash flow was critical to them.

Satisfaction with Austrade's services

High level of satisfaction for ministers, Australian business community, institutions and key partners with Austrade’s services

Target: Austrade expects this level of satisfaction to be at least 85%, as measured in surveys and feedback

Result: 90%

Source of criterion: Corporate Plan 2019–20 (Table 2); PBS 2019– 20, Program 1.1 (Table 2.1.3)

Figure 7: Client satisfaction with Austrade services

Criterion met. Austrade conducts an independent Service Improvement Study to measure client satisfaction with services. The sustained high levels of satisfaction from survey respondents across five years—including a score of 90 per cent in the most recent reporting period—prompted Austrade to increase the target for this measure from 70 per cent to 85 per cent in 2018–19.

During 2019–20, Austrade coordinated one minister-led mission, to India. In a survey of mission participants, 84 per cent of respondents said most or all of their objectives for the mission were met. All survey respondents rated Austrade as either good, very good or extremely good.

Proportion of Australian businesses and institutions that have engaged with Austrade and say Austrade made a positive contribution to their international business activities

Target: 70% of Australian businesses and institutions that have engaged with Austrade say Austrade made a positive contribution to their international business activities

Result: 71%

Source of criterion: Corporate Plan 2019–20 (Table 2)

Figure 8: Austrade’s contribution to clients’ international business activities

_{Note: After publication of last year’s annual report, the survey researchers realised they had omitted some data from the 2018–19 Service Improvement Study results. After adding this data, they revised the 2018–19 value for positive contribution from 73 per cent to 72 per cent. This still exceeds the target for this measure of 70 per cent. Other results were not affected.}

Criterion met. In 2019–20, results showed 71 per cent of clients cite Austrade’s contribution to their international business activities as positive, down slightly from the previous result but still exceeding the target level of 70 per cent. This result is derived from a follow-up survey to the initial Service Improvement Study. Clients receive the survey 12 months after receiving a service from Austrade. In 2019–20, the survey received 475 responses, compared to 361 responses the previous year.The surveys asks, ‘Overall, how would you sum up the contribution that Austrade has made to your international business activities over the past 12 months?’ The result is derived from the number of clients who agreed with one of the following three statements:

• Austrade’s contribution was critical to achieving our objectives
• Austrade’s contribution was significant to achieving our objectives
• Austrade’s contribution was positive and helpful, but we would have achieved our objectives anyway

Proportion of Australian businesses that have engaged with Austrade and say they achieved some form of commercial outcome as a result of working with Austrade

Target: 70% of Australian businesses and institutions that have engaged with Austrade say they achieved some form of commercial outcome within 12 months of working with Austrade

Result: 75%

Source of criterion: Corporate Plan 2019–20 (Table 2)

Figure 9: Proportion of clients achieving commercial outcome as a result of working with Austrade

Criterion met. In 2019–20, Austrade’s Service Improvement Study found 75 per cent of respondents indicated they achieved some form of commercial outcome within 12 months of working with Austrade. High levels of satisfaction recorded for this measure demonstrate Austrade’s success in helping its clients do business overseas. With the exception of 2015–16, the high levels of satisfaction have been maintained over multiple years, albeit with declines since 2016–17.

For this measure, respondents can record multiple commercial outcomes achieved. Compared to the previous year, there have been declines across most categories of outcomes, but particularly the category ‘Achieved sales through your overseas representative office or campus’, which fell from 10 per cent to 5 per cent in 2019–20, and ‘Opened a representative office or campus overseas’, which also fell by half from 8 per cent to 4 per cent.

This information is derived from a follow-up survey to the main Service Improvement Study. The survey asks, ‘Thinking back on your recent interactions with Austrade, which of the following commercial outcomes did you achieve in the last 12 months?’

This question allows clients to choose one or more responses from 15 possible contributions that Austrade made, including:

• Made export sales in a new market
• Gained access to networks of key decision-makers, customers or contacts in overseas markets
• Formed a collaborative partnership with an overseas organisation or institution.

Investment

The number and value of investment outcomes facilitated, measured in terms of investment value, jobs created/retained and anticipated annual exports

Target: At least 80 investment outcomes facilitated

Result: 117 inward investment outcomes

Source of criterion: Corporate Plan 2019–20 (Table 2)

Figure 10: Number of investment outcomes facilitated

Criterion met. Despite COVID-19 global disruption, Austrade facilitated 117 inward investment projects in 2019–20. This exceeds the target of 80 outcomes for the year. Austrade also recorded 61 priority milestones during the period. Note that the target was increased from 50 to 80 investment outcomes in 2018–19.

In the reporting period, investment value was $4.7 billion, while 8,240 jobs were created or retained. The investment value and jobs figures were down on the same period in 2018–19 ($8.0 billion; 11,489 jobs). Anticipated annual exports in the period to 30 June 2020 reached $11 million, compared to $1 billion for the same period in 2018–19.

The investment by French renewables company Neoen into Australia’s largest solar farm in Chinchilla, southern Queensland, recorded in June 2020 was the largest inward investment for 2019–20 by investment value, accounting for $570 million.

One or two significant projects, particularly in the infrastructure and resources and energy sectors, can have a major impact on total investment value and jobs.

For example, one outcome—Albemarle Corporation’s lithium advanced materials production plant in Western Australia—accounted for 23 per cent of total investment value reported in the previous financial year, while a consortium investment in the Snowy Hydro 2.0 project—led by Salini Impregilo (now Webuild)—accounted for 29 per cent of the total jobs created or retained in 2018–19.

Export Market Development Grants (EMDG) scheme

EMDG recipients report that the receipt of a grant encouraged them to increase their export promotion activities

Target: Austrade expects at least 70% of EMDG recipients to report that receiving a grant encouraged them to increase their export promotion activities

Result: 64% of respondents to a survey of EMDG recipients reported in 2019–20 that receiving a grant encouraged them to increase their export promotion activities

Source of criterion: Corporate Plan 2019–20 (Table 2); PBS 2019–20, Program 1.2 (Table 2.1.3)

Figure 11: Proportion of EMDG recipients encouraged to increase export promotion activities

Criterion not met. During 2019–20, 64 per cent of recipients of Export Market Development Grants (EMDG) payments reported that the grant encouraged them to increase their export promotion activities, compared to 74 per cent in 2018–19.

The survey question asks, ‘In the next two years, how do you expect your export promotion/marketing activity to change as a result of receiving the EMDG grant?’ Respondents can nominate ‘increase’, ‘remain relatively constant’ or ‘decline’.

The outcome is below the target set out in the Corporate Plan 2019–20. This is the fourth year that this metric has been reported and the third in which it has been a key performance indicator. A total of 554 respondents answered this question in 2019–20 compared to 484 in 2018–19.

Free Trade Agreement (FTA) promotion

Proportion of seminar and roadshow attendees reporting an increased understanding of how to use and benefit from FTAs

Target: Austrade expects at least 85% of seminar and roadshow attendees to report an increased understanding of how to use and benefit from FTAs, as measured by feedback forms

Result: 88% of survey respondents in 2019–20 reported that attending the roadshows resulted in an increased understanding of how to use and benefit from FTAs

Source of criterion: Corporate Plan 2019–20 (Table 2)

Figure 12: Proportion of FTA seminar attendees with increased understanding of FTAs

Criterion met. The FTA outreach program commenced in March 2015. We have held a total of 137 FTA seminars to 30 June 2020, attracting 7,309 participants since the start of the program. In 2019–20, 14 FTA seminars reached 1,805 participants. However, due to bushfires and COVID-19, only 11 seminars were conducted face to face, covering Victoria, South Australia, Queensland, the Australian Capital Territory and Tasmania. Austrade pivoted to a digital format to deliver three further seminars as national webcasts. The key performance outcome for FTA outreach was met, with 88 per cent of respondents from the in-person seminars reporting an increased understanding of how to use and benefit from FTAs as a result of attending.

Policy

ANALYSIS OF POLICY RESULTS

Austrade has responsibility for formulating tourism policy, but our policy interests are much broader than that. We actively participate in policy development processes across government, influencing and advocating for policy settings to enhance Australia’s trade and investment interests (including for international education and tourism). We bring Austrade’s unique global commercial insights and expertise to those discussions. The impacts of the 2019–20 bushfires and the COVID-19 pandemic have made this policy role even more important as we actively contribute to economic recovery, including through advocating for policy settings and developing initiatives that will encourage trade expansion and diversification. The case studies on the following pages provide some examples that demonstrate our broad policy development and advocacy role and the contribution we make.

In relation to Austrade’s tourism policy responsibilities, in the first half of 2019–20, overnight visitor expenditure continued to track above the $115 billion lower-bound target set under the Tourism 2020 strategy, which has the goal of doubling overnight domestic and international visitor expenditure to between $115 billion and $140 billion by 2020. However, with the severe summer bushfires in several tourism regions of Australia in late 2019 and early 2020, followed quickly by the spread of COVID-19, the tourism industry came to an effective standstill. International travel has been halted for the foreseeable future, at least until well into 2021, and domestic travel severely curtailed. On this basis, the Commonwealth and the states and territories agreed that the Tourism 2020 strategy for long-term growth of the industry effectively finished in December 2019, with the next several years to be focused on restart and recovery.

Overnight visitor expenditure totalled $96 billion during 2019–20, which meant that the lower-bound target of $115 billion was not attained. However, given the almost complete cessation of international tourism in the final quarter of the reporting period, as well as the restrictions on domestic travel, this is not an unexpected outcome. It should be noted, however, that total overnight visitor expenditure reached $122 billion in 2018–19, well above the target for 2020.

Domestic and international expenditure were both significantly affected; however, the near-total closure of international travel in the latter part of 2019–20 resulted in a reduction of 25 per cent in international overnight visitor expenditure compared to 2018–19. By comparison, domestic overnight visitor expenditure contracted by 19 per cent compared to 2018–19. Overall, the reduction amounted to 25 per cent.

The very small numbers of international visitors in the final quarter of 2019–20 meant that Austrade’s usual statistical methods of sampling were no longer available, causing a slight change in methodology with an increased use of immigration data and more complete information from incoming passenger cards.

While the Regional Tourism Bushfire Recovery Grants program was established quickly in the wake of the fires, the efforts to revive tourism in the affected areas were hampered by the onset of the COVID-19 pandemic, and the ensuing restrictions on travel, both domestic and international.

Effective contribution to whole-of-government policy development, including by using Austrade’s commercial insights

Target: Not applicable

Result: See case studies

Source of criterion: Corporate Plan 2019–20 (Table 3)

Criterion met. Austrade influences and advocates in policy debates and decision- making processes for our ministers, for Austrade’s clients, and for Australia’s exporter and investment communities. As Australia’s trade and investment promotion agency, Austrade is uniquely positioned to contribute commercial and economic insights to policy processes, based on our involvement in many critical export sectors, our responsibility for attracting foreign direct investment, and our presence in multiple markets around the world. The following case studies demonstrate our contribution to policy development during 2019–20.

CASE STUDY 1—RESPONSE TO CORONAVIRUS

1.1 JobKeeper for export businesses

Austrade continues to actively engage with Australian exporters to understand their concerns during challenging times. In response to the government’s announcement of the JobKeeper scheme, a number of exporters and industry bodies raised concerns with Austrade about exporters’ eligibility to access benefits under the scheme. As export sales are largely free of goods and services tax (GST), many exporters believed they were at risk of being excluded due to a requirement to demonstrate a significant decline in GST revenues.

Based on this information, Austrade raised this issue with relevant agencies and advocated for the importance of ensuring the JobKeeper scheme applied to Australian exporters. As a result of this advocacy, Austrade was able to share with exporters, industry bodies and state and territory governments revised guidance clarifying the eligibility of exporters to access JobKeeper, on the basis that exporters’ GST-free exports and supplies ‘connected with Australia’ are counted in determining a reduction in GST turnover.

1.2 International Freight Assistance Mechanism

The rapid reduction in passenger flights from early in the COVID-19 pandemic severely disrupted airfreight supply chains, threatening the import of critical medical supplies and other nationally important goods, and the export of time-sensitive, high-value products. Austrade worked collaboratively with the Department of Agriculture, Water and the Environment, the Department of Infrastructure, Transport, Regional Development and Communications and the Department of Foreign Affairs and Trade to share feedback from our clients and contacts in industry, and develop the International Freight Assistance Mechanism as a policy response to support these supply chains. As at 30 June 2020, the mechanism has facilitated the movement of over 30,000 tonnes of quality Australian produce to key overseas markets and committed over $103 million since it was launched in April 2020.

CASE STUDY 2—TRADE INFORMATION SERVICE

The World Bank ranks Australia 106th on its global scale for trading across borders, and several inquiries have recognised the involvement of multiple agencies, complex documentation and multiple sources of information as an impediment for our exporters. Recognising an opportunity to assist our clients and improve the trading environment generally for exporters, Austrade worked closely with the Treasury to incorporate the development of a Trade Information Service as a core element of the Australian Government’s deregulation agenda, announced on 20 November 2019.

The Trade Information Service is an online platform that saves time and reduces cost for exporters by providing tailored, simple and accurate regulatory information from a range of online government sources, combined with Austrade’s commercial insights, in one place. In June 2020, Austrade released a prototype of the Trade Information Service to give Australian horticulture exporters specific importing country requirements and tariff rates for initially two commodities in over 50 markets. The service will continue to expand as more products and export markets are included in subsequent versions.

Through the deregulation agenda, Austrade continues to work with agencies involved in border regulation on opportunities to simplify the export process and improve Australia’s international competitiveness.

CASE STUDY 3—AUSTRALIA–INDIA COMPREHENSIVE STRATEGIC PARTNERSHIP

To support implementation of the Comprehensive Strategic Partnership between Australia and India, announced by the Hon Scott Morrison MP, Prime Minister, and his Indian counterpart, the Hon Narendra Modi, in June 2020, Austrade developed two new policy proposals that will strengthen Australia’s education and commercial relations with India: a new Digital Education Hub and the Australia–India Business Exchange.

The new Digital Education Hub will deliver marketing and communications campaigns to encourage more Indian students to choose Australia for study, either online, or in Australia when travel restrictions are lifted. The Australia–India Business Exchange project will help Australian businesses take up emerging trade and investment opportunities in India and improve the India literacy of Australian businesses. The program will help grow exports of Australian goods and services, increase the number of Australian firms pursuing business in India, encourage stronger technology partnerships, and expand two-way investment.

Both these initiatives have been designed with a ‘digital first’ approach to ensure that they can be delivered even while international travel and business missions are severely constrained by travel restrictions resulting from the COVID-19 pandemic.

Deliver policy priorities and outputs for which Austrade has responsibility, including in the Foreign Policy White Paper, Tourism 2020 Implementation Plan (2015–2020), and Australian International Education 2025

Target (for tourism): Double overnight visitor expenditure to between $115 billion and $140 billion by 2020

Result: Overnight visitor expenditure reached $96 billion in the 12 months to June 2020

Source of criterion: Corporate Plan 2019–20 (Table 3)

Figure 13: Total overnight visitor expenditure, 2015–16 to 2019–20

_{Note: The dashed line represents the lower-bound target ($115 billion) for overnight visitor expenditure in 2020 set under the Tourism 2020 plan.}

Criterion partially met

Tourism

The 12-month period to 30 June 2020 showed total overnight visitor expenditure of $96 billion, below the lower-level band ($115 billion) of the target set under Tourism 2020. This figure captures the effect of the Australian bushfires in 2019–20, and of the COVID-19 pandemic from early 2020. These events caused a significant reduction in both domestic and international expenditure during the second half of 2019–20. However, total overnight visitor expenditure reached $122 billion in 2018–19, well above the target for 2020.

Regional Tourism Bushfire Recovery Grants

In February 2020, the Australian Government announced the Regional Tourism Bushfire Recovery Grants program, which is administered by Austrade. Austrade worked closely with the National Bushfire Recovery Agency and Emergency Management Australia on the design of the grant program. The program is part of the government’s $76 million tourism recovery package to protect jobs, small businesses and local economies by helping to get tourists visiting bushfire-affected regions when it is safe to do so.

This $10 million program, delivered through targeted grant streams, will support local events, concerts, festivals and visitor attractions in fire-affected regions.

Under Stream 1 (for small-scale events and attractions), by the end of 2019–20, 37 applications had been received, 24 were approved and three funding agreements had been executed.

Under Stream 2 (for larger events and attractions), 57 local government entities and regional tourism organisations were invited to apply. Applications closed on 8 May 2020, with 46 applications received. By the end of 2019–20, 13 applicants had received an initial funding offer, while the remaining applications were in the final stages of assessment.

Zoos and aquariums support package

Forming part of the Australian Government’s $1 billion Relief and Recovery Fund, Austrade developed a support package to provide assistance to exhibiting zoos and aquariums impacted by the travel and movement restrictions resulting from COVID-19. The objective of the program was to help maintain animal populations so the attractions remained viable for when restrictions are eased and visitation returns. Austrade worked closely with the peak body for the sector, the Zoo and Aquarium Association, the Department of Agriculture, Water and the Environment, and the state and territory tourism organisations, to develop the policy and guidelines underpinning the program.

A total of 145 businesses were invited to apply for assistance under this program. By the end of 2019–20, 139 applications had been received, and 84 funding agreements had been executed.

Foreign Policy White Paper

The 2017 Foreign Policy White Paper identified non-tariff barriers (NTBs) as an increasing area of concern for Australian exporters, following the success of Australia’s free trade agreements in lowering tariffs in key markets. Austrade has been working with other government agencies to develop and deliver a whole-of-government approach to addressing NTBs, including the government’s Non-Tariff Barrier Action Plan and an online gateway for reporting NTBs. Austrade helped shape the government’s policy response to tackling NTBs by providing commercial insights and advice on the barriers that are of most concern to the businesses we work with. As a result of the work under the Non-Tariff Barrier Action Plan, the United Arab Emirates extended the shelf life allowed for Australian vacuum-packed red meat, and Kuwait announced in April 2020 that it would do the same.

International education

The Australian International Education 2025 market development roadmap, released in 2015, set the aspiration for Australian education providers to increase their reach to more global learners, and included a target of 940,000 enrolments by 2025.

Growth in international enrolments was strong up to 2019, resulting in the target being exceeded with 956,000 enrolments. Travel restrictions due to COVID-19 have had a significant impact on the international education sector in 2020, with over 22 per cent of students now offshore and learning online, and many deferring their studies. The focus for the sector has shifted from growth to recovery. In response to COVID-19, Austrade has redirected resources, including to a successful online study campaign to promote Australia’s online learning, resulting in over 650,000 enrolments from 200 countries in 50 Australian courses. Austrade will continue to work with other agencies on a strategic approach to the sector’s recovery.

Consular and passport services

ANALYSIS OF CONSULAR AND PASSPORT SERVICES RESULTS

Austrade delivers consular and passport services through 11 of its offices around the world, in locations where the Department of Foreign Affairs and Trade (DFAT) does not have a presence. We deliver these services on behalf of the Australian Government, leveraging our presence in commercial centres such as Frankfurt, Sao Paulo and Dubai.

Austrade is active in a small but essential part of the process of delivering Australian passports to citizens. It ensures the application forms are complete and correct, and scans the forms into the system provided by the Australian Passport Office. From that point, the application transfers to the Australian Passport Office, which is responsible for printing and issuing the passport.

The low error rate points to Austrade’s success at delivering passport services on behalf of the government. In addition, Austrade provides consular services such as document certification and overseeing voting during Australian elections. All these services are delivered against a backdrop of increasing security requirements for Australian passports, increasing numbers of Australians travelling overseas, and ongoing demand for Austrade’s trade and investment services at posts with consular responsibilities. As part of its consular responsibilities in 2019–20, Austrade cooperated closely with DFAT on assisting Australians facing difficulties returning to Australia during the COVID-19 pandemic.

During 2019–20, the number of passport applications received for the eight months from July to February increased by 8.3 per cent, compared to the same period for 2018–19. However, the impact of COVID-19 caused a sharp drop, with 56.3 per cent fewer applications received in the four months from March to June 2020 than for the same period in 2019.

Timely and effective delivery of consular and passport services to Australians overseas

Target: 97% of routine passport applications are processed accurately as per Australian Passport Office benchmark

Result: 97.6% of passports processed accurately

Source of criterion: Corporate Plan 2019–20 (Table 4); PBS 2019–20, Program 2.1, Table 2.2.3

Figure 14: Accuracy rate of passports applications processed

Criterion met. The high proportion of applications that were accurately processed during the year (97.6 per cent), as well as the number scanned within 24 hours of receipt (nearly 99 per cent), point to Austrade’s timely and effective delivery of passport services. The monthly statistics provided by DFAT show that Austrade has consistently achieved an annual accuracy rate over the target of 97 per cent for the past five years.