During 2018-19 the Public Trustee continued to provide financial and administrative services to the people of South Australia.

The following tables reflect outcomes and performance on each of the services in addition to achievements against the Public Trustee Strategic Plan.

Agency contribution to whole of Government objectives

Key ObjectiveAgency’s contribution
Better Services
  • Implemented new telephone technology and call management processes.
  • Exceeded all targets over CPI for long term customer investments.
  • Improved the timeliness and efficiency of payment processes for customer accounts by using BPAY.
  • Established metrics/dashboard of key activities to improve resource planning and service delivery.

Agency specific objectives and performance

The following table provides an overview of what has been achieved.

Key ObjectiveAgency’s achievements
  • Continued staff wellbeing program.
  • Introduced specialist roles/subject matter experts.
  • Created a structured induction training program for customer service staff.
  • Created and implemented a staff recognition program.
Continuous Business Improvement
  • Reviewed policies and procedures.
  • Introduced the “Great Ideas” program that allows staff to submit business improvement ideas.
Customer Experience
  • Developed performance reporting.
  • Restructured case management in Estate Services to assist in file sharing.
  • Conducted annual customer satisfaction survey.
Governance & Financial Sustainability
  • Achieved Charter and Performance targets.
  • Worked with DPTI to explore feasibility of reducing the quantity of leased office accommodation floor space and commenced lease renewal negotiations with building owner.
  • Reviewed delegations for operational effectiveness and risk.
  • Community Service Obligation Framework approved by the government and implemented.
  • Continued to address ICAC recommendations.

Agency specific programs

Will and Power of Attorney drafting services were provided for all South Australians who nominated the Public Trustee as their executor, attorney or substitute attorney.

Activity Indicators2018-192017-18
New Wills538640
Revised Wills1 012956
New & revised Power of Attorney documents378391
Visits to people in their homes or other facilities to prepare Wills103232
Effectiveness/Efficiency Indicators2018-192017-18
Customer satisfaction rating out of 5 with Will making services4.744.82
Wills customers who would recommend the Public Trustee92%94%

The Public Trustee acts as executor of an estate where named executor in the Will, or as administrator when a person dies intestate (without a Will).

The Public Trustee manages court-awarded trusts, trusts established by a Will and trusts under deed for minors, as well as perpetual charitable and scholarship trusts.

Activity Indicators2018-192017-18
Administration of new estates518653
Administration of new trusts128125
Finalised deceased estates728681
Finalised trusts204175
Effectiveness/Efficiency Indicators2018-192017-18
Customer satisfaction rating out of 5 with deceased estate administration services3.683.74
Deceased estate administration customers who would recommend the Public Trustee51%56%

The Public Trustee can be appointed legally responsible for making all, or some, of a person’s financial and legal decisions where that person has lost capacity to do so.

Activity Indicators2018-192017-18
Appointed administrator or manager of financial and legal affairs – new customers467468
Active financial administrations as at 30 June4 5524 414
Effectiveness/Efficiency Indicators2018-192017-18
Customer satisfaction rating out of 5 by customers and their representatives3.523.83

The Public Trustee is required annually to examine and report on activities of private financial administrators and managers appointed by SACAT and the courts.

Activity Indicators2018-192017-18
Review of financial statements of private administrators, managers and executors2 0101 828
Matters referred to SACAT for non-compliance with reporting requirements190142
Information sessions held for newly appointed administrators to explain their responsibilities1515
Effectiveness/Efficiency Indicators2018-192017-18
Feedback from information sessionsExcellent / Very goodExcellent / Very good

The Public Trustee may be appointed by a Court to act as ‘Next friend’ for customers unable to conduct their own legal proceedings.

Activity Indicators2018-192017-18
Appointed as litigation guardian – new customers3034
Matters on hand at 30 June9787
Effectiveness/Efficiency Indicators
Customer satisfaction data not collected due to small sample size

Employment opportunity programs

Program namePerformance
Jobs4Youth One employee commenced the Jobs4Youth Program at the Public Trustee in 2018-19.

Performance management and development systems

Performance management and development systemPerformance
Performance Management is captured using the ELMO Performance Management System.
Public Trustee aims for a compliance rate of 100% of all active staff having two Performance Reviews during the year.
96% of active staff as at 30 June 2019 are recorded as having had at least one performance management review in 2018-19.

Work health, safety and return to work programs

Program namePerformance
Employee Assistance Program (EAP) All staff have access to a confidential Employee Assistance Program, offering a counselling service to support and assist staff with both professional and personal issues.
AGD Health and Safety Committee The Public Trustee has manager and employee representation on this committee, which provides a consultative forum to support and continuously improve work, health, safety and wellbeing systems and practices.
Work health and safety Inspections As part of the commitment to the safety of employees, six-monthly inspections are conducted to identify any hazards or risks with corrective action taken as needed.
The Public Trustee Health & Safety Committee During 2018-19 the Public Trustee established its own Health and Safety Committee (HSC) to provide a proactive consultative forum for continuous improvement to the Public Trustee (PT) work health, safety and injury management (WHS&IM) system.
The Public Trustee Staff Culture & Wellbeing Initiatives Staff are encouraged to participate in a range of social and wellbeing initiatives. As part of this, the Public Trustee staff raise funds to give back to the community through specially selected local charities and organisations.

Work health and safety and return to work performance statistics for the Public Trustee are included in the Attorney-General’s Department Annual Report.

Executive employment in the agency

Executive classification Number of executives

Data for previous years is available at: https://data.sa.gov.au/data/organization/attorney-general-s-dept

The Office of the Commissioner for Public Sector Employment has a workforce information page that provides further information on the breakdown of executive gender, salary and tenure by agency.

2018-19 Financial performance >