Public Trust - Annual Report 2011 - Crown Ownership Monitoring Unit

19To achieve this, Public Trust is enhancing the customer experience,building productive relationships with customers and deliveringservices and experiences that enhance loyalty and advocacy.The primary focus of Public Trust’s strategic plan is to:• Refine and enhance the customer experience,becoming customer-driven, resulting in strongerrelationships with customers;• Invest in, and develop, the capabilities of our people to createa highly productive and engaged workforce that enables PublicTrust to transform into a commercially successful organisationand builds a culture of adaptability to change;• Improve operating performance through increasing coretrustee revenue while tightly managing costs;• Achieve productivity gains from implementing effectiveand efficient operational management systems andprocess improvements;• Ensure Public Trust’s cost structures are optimised to ensurethat value is delivered to customers and financial performancetargets are achieved; and• Leverage regulatory requirements to enhance our competitivepositioning and business opportunities, gaining competitiveadvantage through the introduction of new and desirableproduct and service offerings that meet customer needs.Key strategiesThe strategies summarised below are designed to transformPublic Trust’s service offering and delivery model. Seven strategicgoals are supported by 21 key strategies. Successful deploymentof the key strategies will result in a financially sustainable businesscentred on our customers.Strategic GoalsPersonal Segment• Customer Experience focus• Increase customer cross-sell• Increase customer acquisitionin preferred segmentsBusiness Segment• Customer Experience focus• Business growth• Enhance products and channelsCorporate Trustee Services• Customer Experience focus• Growth in custodial services• Develop new market opportunitiesValueOptimisationthroughcustomercentricityInvestments• Optimise Common Fund performance• Build residential mortgage capability• Deliver wealth management capabilityProductivity• Transform service delivery efficiency• Quality and standards enhancement• Deliver future technology platformPeople & Culture• Preferred employer• Enhance talent andretention of skills• Deliver changeand innovationSustainability• Optimise regulatory positioning• Enhance brand positioning• Be a good corporate citizenB9