Intercountry Adoption Service

April 25, 2019 · Government

The Intercountry Adoption Support Service is a free, independent, nation-wide service available to couples, families and individuals who are engaged in the intercountry adoption process. The service also provides post placement support to children and their families, including expatriate adoptions, as well as adult intercountry adoptees.

The business issue

The Department of Social Services (DSS) embarked on the establishment of a new intercountry adoption service for overseas adoption consistent with Australia’s obligations under the Hague Convention on Intercountry Adoption.

As part of the establishment of the new service, the Department required the development of a new brand, visual identity and a digital service.

Research methodology

We conducted a number of workshops and in-depth interviews with potential and current adopting parents to understand their needs and expectations from the service.

The outcome

The Department successfully launched the new service and subsequent testing showed positive acceptance of the new brand among the adopting community. The digital service provides a one-stop shop for parents looking to adopt from overseas, including tips and tools to enable an easier application process.

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