THIS PAGE IS BLANK Public Trustee Strategic Plan 2014–17 Mission Vision Core Values To support South To be trusted and Service, Professionalism, Australians, including the Trust, Respect, respected for providing caring most vulnerable, by providing Collaboration and and professional services excellent service in Will Engagement, Honesty and making, estate management Integrity, Courage and and financial administration Tenacity, Sustainability Strategies Objectives Ensure Public Trustee’s Service Standards • remain current and effective Customer Service Develop a streamlined customer-centric model • We are committed to achieving of customer service service excellence by delivering Improve our communication to customers • services in a professional, Improve services to Aboriginal customers and • consistent, coordinated and customers from other cultures timely manner Ensure our leaders are empowered to act and • work as a team Build and maintain the confidence of key Governance and Leadership • stakeholders We will deliver our objectives through good Build our internal capabilities in risk • governance, strong leadership, and sound risk management management Ensure our future leaders are well-supported • to continue their development Continue to upgrade our ICT systems to • ensure they are modern and support our business processes Transform and simplify our business • Business Improvement processes to cut red tape We will identify opportunities to improve and Improve records management to ensure • enhance all of our business processes customer information is easy to access Implement e-commerce improvements • Continue to improve our contract management • Write English’ Wills • ‘plain Ensure all staff are well inducted and trained • Ensure that the organisation has the capability • to succeed in a major ICT upgrade project People and Culture Encourage to engage more actively in the • We will invest in our people and communities we serve create a rewarding environment Build a culture based on mutual respect, • in which to work personal accountability and support
THIS PAGE IS BLANK 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, Trust, 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 other 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 • Build 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 to engage more actively in the communities we serve • Build a culture based on mutual respect, personal accountability and support
AnnualReport2014-2015.docx