THIS PAGE IS BLANK Our Commitment to Australia ‘The Public Trustee’ is a statutory officer pursuant to the Public Trustee Act 1995. ‘Public Trustee’ is a body corporate and has the powers of a natural person. Public Trustee is also a separate agency within the broader departmental organisation of the Department (AGD) and reports in the context of the Strategic Plan of the AGD. Our Vision To be trusted and respected for providing caring and professional services. Our Mission To support South Australians, including the most vulnerable, by providing excellent service in Will making, estate management and financial administration. Our Services Our services include a range of estate planning, administration and trustee services, Will making, estate administration, Enduring Power of Attorney, personal financial management, taxation and funds management services. Our Customers and Stakeholders Customers whose financial affairs we manage and beneficiaries in deceased estates; Family members, carers, liaison persons and health professionals involved with customers our management; Guardians of customers; Private financial administrators and managers; Courts, tribunals and regulatory agencies; Peak disability, mental health and aged care advocacy groups; The Attorney-General and the Treasurer on behalf of the South Australian Government; and Staff of Public Trustee. Our Principles and Values Public Trustee is committed to the Public Sector values of service, professionalism, respect, collaboration and engagement, honesty and integrity, courage and tenacity, and sustainability. We treat all our customers with dignity and respect;
We care our customers and administer their financial and legal affairs courteously, promptly and professionally; We encourage feedback and act on it promptly, be it a complaint or compliment; and We always act in the best interests of our customers. Our Strategic Objectives for 2014–17 A commitment to achieving service excellence by delivering services in a professional, consistent, coordinated and timely manner; Delivery of our objectives through good governance, strong leadership, and sound risk management; Identify opportunities to improve and enhance all areas of our business processes; Invest in our people and create a rewarding environment in which to work; and Ensure the organisation remains profitable and meets agreed fiscal targets. THIS PAGE IS Public Trustee Strategic Plan 2014–17 Vision To be trusted and respected for providing caring and professional services Mission To support South Australians, including the most vulnerable, by providing excellent service in Will making, estate management and financial administration Core Values Service, Professionalism, Respect, Collaboration and Engagement, Honesty and Integrity, Courage and Tenacity, Sustainability Objectives Strategies Customer Service We are committed to achieving service excellence by delivering services in a professional, consistent, coordinated and timely manner • Ensure Public Trustee’s Service Standards remain current and effective • Develop a streamlined customer-centric model of customer service • Improve our communication to customers • Improve services to Aboriginal customers and customers from cultures Governance and Leadership We will deliver our objectives through good governance, strong leadership, and sound risk management • Ensure our leaders are empowered to act and work as a team • Build and maintain the confidence of key stakeholders • our internal capabilities in risk management
• Ensure our future leaders are well-supported to continue their development Business Improvement We will identify opportunities to improve and enhance all of our business processes • Continue to upgrade our ICT systems to ensure they are modern and support our business processes • Transform and simplify our business processes to cut red tape • Improve records management to ensure customer information is easy to access • Implement e-commerce improvements • Continue to improve our contract management • Write ‘plain English’ Wills People and Culture We will invest in our people and create a rewarding environment in which to work • Ensure all staff are well inducted and trained • Ensure that the organisation has the capability to succeed in a major ICT upgrade project • Encourage staff to engage more actively in the communities we serve • Build a culture based on mutual respect, personal accountability and support • Continually improve Workplace Health and Safety Financial Stability We will ensure the organisation remains profitable and agreed fiscal targets • Continually promote Public Trustee services • Develop new business initiatives • Improve the transparency of our financial framework • Review perpetual trusts THIS PAGE IS BLANK Relationship to the Attorney-General’s Department (AGD) Strategic Directions Public Trustee aligns its business objectives and customer-focused services with the AGD Strategic Directions and with Australia’s Strategic Plan (SSP), in particular the second