Our Strategic Plan Our Strategic Plan aims to meet the six external dispute Our focus continues to be on delivering a more efficient and resolution (EDR) benchmarks prescribed by the Australian effective dispute resolution service, enhancing our public role Securities and Investments Commission (ASIC). and stakeholder engagement, and building our organisational capability and sustainability. Our focus areas Delivering a more efficient and Enhancing our public role and Building our organisational effective dispute resolution stakeholder engagement capability and sustainability service What we want to A customer-centric service A trusted organisation A smart, efficient and be responsible organisation An organisation that is adaptable, The authority on financial services able to effectively deal with change dispute resolution, shares its An organisation with passionate and provide excellent dispute experience and insights and people, effective systems, clear resolution to all users, including actively engages with all its plans and a conscience vulnerable consumers stakeholders What we need to Eliminate any dispute queues Promote our service, actively Attract, retain and develop do and sustainably prevent future engage and maintain highly skilled and engaged queues emerging stakeholder support people Continue to embed an Share our knowledge, Embed new ways of working as accessible, flexible and experience and insights part of our desired behaviours responsive approach to dispute and culture Raise community awareness of resolution FOS Develop and enhance physical Enhance user experience and technical resources to Routinely seek stakeholder future-proof the organisation Maintain and enhance the feedback and act on it quality of our dispute resolution service Provide clear and fair outcomes that ‘feel fair’
Our Strategic Plan Our Strategic Plan aims to meet the six external dispute resolution (EDR) benchmarks prescribed by the Australian Securities and Investments Commission (ASIC). Our focus continues to be on delivering a more efficient and effective dispute resolution service, enhancing our public role and stakeholder engagement, and building our organisational capability and sustainability. Our focus areas Delivering a more efficient and effective dispute resolution service Enhancing our public role and stakeholder engagement Building our organisational capability and sustainability What we want to be A customer-centric service An organisation that is adaptable, able to effectively deal with change and provide excellent dispute resolution to all users, including vulnerable consumers A trusted organisation The authority on financial services dispute resolution, shares its experience and insights and actively engages with all its stakeholders A smart, efficient and responsible organisation An organisation with passionate people, effective systems, clear plans and a conscience What we need to do Eliminate any dispute queues and sustainably prevent future queues emerging Continue to embed an accessible, flexible and responsive approach to dispute resolution Enhance user experience Maintain and enhance the quality of our dispute resolution service Provide clear and fair outcomes that ‘feel fair’ Promote our service, actively engage and maintain stakeholder support Share our knowledge, experience and insights Raise community awareness of FOS Routinely seek stakeholder feedback and act on it Attract, retain and develop highly skilled and engaged people Embed new ways of working as part of our desired behaviours and culture Develop and enhance physical and technical resources to future-proof the organisation
fos-annual-review-201718-word.docx