About Immigration SA
Immigration SA is the skilled migration arm of the South Australian Government, responsible for processing state nomination applications for skilled migrants seeking to live and work in South Australia. They manage relationships with migration agents, employers, regional bodies, and prospective migrants from around the world.
The Challenge
Immigration SA was managing their nomination processing using spreadsheets, email folders, and a legacy database system that couldn't keep pace with increasing application volumes or changing visa program requirements.
- Manual Processing — Each application required significant manual data entry across multiple systems
- Limited Visibility — Management couldn't easily see pipeline status or processing bottlenecks
- Stakeholder Communication — Keeping migration agents and applicants informed required manual emails
- Reporting Requirements — Federal reporting obligations were met through time-consuming manual processes
- Policy Changes — System couldn't adapt quickly when visa program rules changed
Our Solution
We implemented Dynamics 365 Customer Service with custom entities to manage the entire nomination lifecycle:
- Custom Application Entity — Designed to capture all nomination-specific data with validation rules matching visa requirements
- Automated Workflows — Business process flows that guide staff through each stage while enforcing compliance
- Stakeholder Portal — Power Apps portal allowing migration agents to submit applications and track status
- Integration with Federal Systems — Automated data exchange with Department of Home Affairs
- Dynamic Dashboards — Real-time visibility into processing queues, SLAs, and trends
Dynamics 365 Customer Service
Power Apps Portal
Power Automate
Azure Logic Apps
Power BI
Results
60%
Reduction in Processing Time
100%
Digital Application Intake
24/7
Stakeholder Portal Access
Real-time
Federal Reporting
- Staff now process applications faster with guided workflows and automated validations
- Migration agents self-serve through the portal, reducing phone and email inquiries
- Management has complete visibility into processing pipeline and can reallocate resources as needed
- Policy changes can be implemented in the system within days rather than months
Ongoing Partnership
Mayasoft continues to support Immigration SA with ongoing system enhancements as visa programs evolve. The platform has successfully adapted to multiple policy changes and new visa categories since go-live.
