Our Customers

• Changed the name of our Personal Estates branch to Financial Administration to more accurately convey our primary role to our external stakeholders and better reflect what we do for our customers and their support networks.
• Completed the integration of emails with the customer relationship management system to provide greater visibility of customer contacts and aid in response times.
• Introduced automated telephone conversation summarisation to transcribe the key points and agreed outcomes of customer phone calls. This enables improved customer service, improved governance and saves considerable time in recording call details.
• Conducted monthly information sessions for Private Administrators appointed by SACAT to manage the financial & legal affairs of protected persons’, providing important information regarding the roles, responsibilities and the resources available to assist administrators fulfill their reporting obligations.
• Expanded the 2025-26 Annual Customer Satisfaction Survey to include feedback by phone, reaching a broader audience.

Our People

• Reviewed and strengthened our human resources function to ensure the business has the support required for HR operational and organisational development priorities.
• Performance and development discussions occurred for 96% of staff with the exceptions related to new employees or those on extended leave. This process supports both employees and leaders to embrace a culture of continuous feedback and professional growth.
• Continuation of the University Graduate Placement Program to support student outcomes and provide workplace exposure.
• Continued initiatives under the People Matter Employee Survey Action Plan with a focus on psychological safety, leadership, and culture, aligned to AGD reform.
• Continued assessment of risk controls identified in the Psychological Safety Audit and delivered training to all staff on managing Psychosocial Hazards.

Our Business

• Commenced the Financial Operations Transformation Program (FOTP) to modernise and strengthen financial operations. The project aims to uplift Accounts Payable, Accounts Receivable and related financial workflows by addressing systemic gaps, improving process consistency, strengthening governance and streamlining service delivery. FOTP also supports sustainable reform through enhanced staff capability, effective change management, improved organisational structures and a culture of collaboration and continuous improvement.
• Continued stabilisation and improvement to both the customer relationship management (Connect) and financial (Transact) platforms.
• Implemented a new system to record and monitor customer security items held by Public Trustee.
• Migrated a number of legacy systems including Public Trustee’s intranet to SharePoint online
• Completed application upgrades of customer financial and asset systems (HiPortfolio, HiTrust & Anova).
• Refreshed ICT infrastructure, including notebooks, desktops, monitors and similar.
• Continued to eliminate dependencies on unsupported ICT solutions.
• Successfully tested ICT operational and cyber scenarios to ensure processes are current and appropriate, including quarterly simulated phishing exercises and disaster recovery events.
• Audited PT's compliance under the South Australian Cyber Security Framework, the South Australian Protective Security Framework and Essential 8 frameworks/criteria.
• Migrated PT to a virtual fax technology solution.
• Reviewed and updated delegations to ensure strong governance, accountability and improve operational effectiveness.
• Successfully completed the 2025-26 Control Self-Assessment Program was across the Agency. Second line assurance was conducted for Customer Service branch by the Governance and Compliance Team.
• Seven (7) internal audits were completed focusing on post implementation reviews of the Transact Solution and its effectiveness, physical security. Information Technology vulnerability assessment and Safeguarding from Social Engineering Attacks.

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

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

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