Working together to support the future prosperity and wellbeing of all South Australians.*

• Service
• Professionalism
• Trust
• Respect
• Collaboration & Engagement
• Honesty & Integrity
• Courage & Tenacity
• Sustainability

To ensure that the South Australian public sector is accountable in both policy and financial terms to the government of the day through providing economic and financial services to, and on behalf of, the Government of South Australia. Treasury and Finance provides key services to other government agencies and the community, including improving safety in South Australian workplaces, industrial relations services and corporate, business and procurement services.

Our objectives are:

• Empower and trust our skilled, diverse, flexible and committed people.
• Promote & support responsible budget & financial management.
• Deliver timely high-quality services to meet the needs of our clients.
• Collaborate to deliver high-quality advice, policy, compliance & regulation.

More jobs

Assisted Government in the development and implementation of a range of measures to support businesses, community organisations and jobs as a result of the COVID-19 pandemic.

Led the Jobs and Economic Growth Fund Governance Group including advice on the impacts of proposals on industry development and jobs in the state.

Negotiated and managed industry assistance contracts on behalf of the Treasurer and other agencies that promoted economic and employment growth for the State.

Traineeship program in the offices of Members of the South Australian Parliament delivering up to 60 Traineeship commencements.

Lower costs

Implemented payroll tax and land tax relief to assist businesses in response to the COVID-19 pandemic.

Provided advice to the Government to enable it to continue to set Emergency Services Levy (ESL) bills that deliver at least $90 million in savings to ESL payers each year.

Achieved estimated average annual savings to Government of $12.8 million over the life of the new Electricity contract.

Maintained and enhanced SAFA’s access to financial and insurance markets.

Super SA fees – remain in the most cost-efficient quartile of funds.

Better Services

The Schools PPP team has continued to progress delivery of two birth to year 12 schools under a Public Private Partnership arrangement at Aldinga and Angle Vale. Highlights over the period include the finalisation of design development and coordination of a large State infrastructure enabling works package which is needed to support the new schools. Construction across both sites is well progressed and on track to meet the target of being open to commence in term 1, 2022.

Led negotiations on social impact investment leading to two new child protection services in South Australia; the Newpin family reunification program and the Resilient Families intensive family support service.

Transitioning of customer focused paper-based forms to electronic including application and registration forms within SafeWork SA and Revenue SA.

Implemented a new phone and workforce management system, to improve customer experience and agency performance in licensing and advisory service delivery in SafeWork SA.

A number of initiatives have been progressed in Shared Services SA to provide better services, including: launch of a new website, preparation activities to enable the adoption of e-invoicing and deployment of a new case management system (ServiceNow) to streamline user access requests and other change activities for the key corporate systems managed by Shared Services SA.

Net investment returns comparable to Super SA’s six key competitors.

On 1 July 2021, the new South Australian Government Procurement Framework came into effect. The new Framework comprises of Treasurer’s Instruction 18 and four policies covering procurement governance, planning, sourcing and contract management. The framework is designed to streamline procurement processes, reduce red tape and costs for both business and government and achieve improved outcomes and value for money through better planning and early industry engagement.

Developed and implemented a data management system to deliver a procurement Supplier Pre-Registration system. The System reduces the time and effort for suppliers bidding to SA Government

Accountability for Public Sector Resources

Produce and publish the consolidated Government of South Australia financial statements for 2019-20, the 2020-21 Budget and 2021-22 Budget.

Produced and published the consolidated Government of South Australia financial statements for 2019-20, the 2020‑21 Budget on 10 November 2020 (delayed due to COVID-19) and the 2021-22 Budget on 22 June 2021.

Provide advice to the government to support the state’s economic recovery from COVID-19 and monitor delivery of the government’s economic stimulus package.

Provided advice to the Treasurer to guide the development of priorities for the 2020-21 and 2021‑22 Budgets, including the $4 billion stimulus package announced in response to COVID-19 in the 2020-21 Budget.

Monitored implementation of stimulus measures, including monthly reports to the Budget Cabinet Committee and Chief Executive Council as required.

Administer a number of the government’s stimulus initiatives, including the Small Business Grant Program to eligible small businesses and sole traders from November 2020 and the Local Government Infrastructure Partnership program.

The Small Business Grant program (Round 2) provided $76.6m in support to over 8400 businesses.

The Local Government Infrastructure Partnership Program approved grants for 57 infrastructure projects across 58 councils.  The $106.9m in grants will support the delivery of projects with a total value of over $270m

Review the government-wide implementation of the new Australian Accounting Standards to improve ongoing financial reporting arrangements and Accounting Policy Statements.

The department supported public authorities with reporting under new Australian Accounting Standards through the establishment of Government-wide accounting policy, delivery of professional development and technical support.

Continue to support recovery and rebuilding in affected communities following the 2019-20 bushfires.

Continued to support the recovery and rebuilding in bushfire affected communities through:

• Assessment of projects to be included in Local Economic Recovery plans
• Provision of financial and budgetary advice to the State Recovery Office in relation to recovery measures
• Supporting affected local councils through Local Government Disaster Recovery Assistance arrangements
• Participating in the Independent Bushfire Review Action Plan Steering Committee

Provided advice on the Government’s response to the Royal Commission into National Natural Disaster Arrangements

Support the Treasurer with Council on Federal Financial Relations (CFFR) and National Cabinet input to national reforms.

Provided briefings and advice to support the Treasurer when attending monthly Council on Federal Financial Relations and Board of Treasurers meetings.

The Treasurer has also been provided with briefings for his role on the National Federation Reform Council, which is an annual meeting of National Cabinet, CFFR and the Australian Local Government Association.

Treasury Services: Revenue Collection and Management

Implementation of changes to land tax aggregation and introduction of a trust surcharge from 1 July 2020, including the electronic lodgement of trust and other notification requirements through RevenueSA Online.

Legislative changes came into effect at midnight 30 June 2020.

Changes to the IT systems and administrative business practices have been made to implement new company grouping provisions, aggregation changes and a surcharge on certain trusts.

Implement the government’s three year land tax ex-gratia transition fund to provide relief for taxpayers, who meet certain criteria and have an increase in their land tax assessment as a result of the changes in aggregation of land owned as of 16 October 2019.

138 applications were lodged, 99 processed and 39 in progress, totalling approximately $719,000 in payments relief from having to pay increased land tax.

Implement the government’s five year affordable community housing land tax exemption pilot aimed to provide eligible property owners ex gratia relief equivalent to the value of land tax for up to 100 properties when they rent their property through a registered community housing provider for affordable housing purposes.New guidelines were published on the RevenueSA website on 1 July 2020.

New guidelines were published on the RevenueSA website on 1 July 2020.

Three applications have been received to date..

Progress the re-writing of the Stamp Duties Act 1923 into a modern Duties Bill, for the government’s consideration and introduction to parliament.

External consultation on the draft Bill was undertaken with industry representatives from the State Taxes Liaison Group. Submissions received have been considered and where appropriate, included in the Draft Bill.

Implement the Commonwealth Government’s HomeBuilder Grant, a $25,000 grant for building a new home, substantially renovating an existing home, or buying an off the plan/new home.

The Commonwealth’s HomeBuilder Grant was announced on 4 June 2020.

• As at 30 June 2021, 13,980 applications have been received which can be broken down as;
• 4,038 applications have been granted full approval and paid,
• 6,084 applications granted conditional approval
• 3,749 applications were incomplete, required further documentation or did not meet the criteria
• 109 pending review.

Approximately 40% of the Homebuilder Grant applications considered required further information from the applicant prior to assessment.

Continue to improve tax compliance through expansion of existing audit programs targeting areas of potential non-compliance and greater use of data analytics.

An application is being used to digitise the case management process for Compliance Services.

In addition, with a focus on greater upfront compliance and use of data analytics, RevenueSA is developing a graph model to identify and map potential relationships between previously ungrouped entities for payroll tax and present the information visually to help Investigators with more complex cases.

Industrial Relations

Lead the negotiation of public sector enterprise agreements.

New enterprise agreements were finalised for HomeStart Finance, Nurses and Midwives, Adelaide Cemeteries Authority, SA Police, Adelaide Festival Centre Professional and Administration, Adelaide Festival Centre Performing Arts Centre, Forestry SA, SA Water Corporation (variation), State Theatre Company of SA Workshops and Props, West Beach Trust, Return to Work SA and Train Operations.

Negotiations commenced or continued for Funds SA, Public Sector Salaried, Public Sector Weekly Paid, SA Ambulance Service, Salaried Medical Officers, South Australian Metropolitan Fire Service, SA Water and TAFE.

Manage employment-related litigation concerning the public sector and in particular the resolution of industrial disputes and monetary claims.

Managed on behalf of the declared employer, 65 new matters filed with the South Australian Employment Tribunal. They included monetary claims, industrial disputes and interpretation of clauses in Enterprise Agreements, additional compensation matters, and court litigation.

Continue to build industrial relations knowledge and skills across the public sector.

Continued to liaise and consult with Chief Executives and agency representatives about various IR matters; and provided advice to Chief Executives and IR/HR personnel concerning IR issues and their management.

SafeWork SA

Continue to contribute to the work injury reduction trend in South Australia with firm and fair enforcement of the law.

SafeWork SA continues to undertake compliance, enforcement and education activities to contribute to the national target in the Australian Work Health and Safety Strategy 2012-2022 of a 30% reduction in the incidence rate of claims resulting in one or more weeks off work by 2022.

SA is currently exceeding the targeted reduction for the period by 2.2%.

Government Services: Shared Services

Finalise deployment of a new version of the Basware invoice management system across agencies.

The new version of the Basware invoice management system has been successfully deployed to all in-scope agencies, other than SA Health. The implementation for SA Health will be progressed during 2021-22.

Commence implementation of an electronic forms solution to streamline current human resources administrative processes.

A pilot implementation of an electronic forms solution to streamline human resources administrative processes is currently being progressed. Subject to success of the pilot, a business case will be developed for the potential rollout of this solution across government.

Continue working with SA Health to increase the number of staff electronically rostered and paid via the ProAct system.

Approximately 2,000 additional SA Health staff are now electronically rostered and paid via the ProAct system.

Implement a major upgrade of the CHRIS 21 human resource management system to facilitate compliance with the Commonwealth’s single touch payroll legislation.

The CHRIS 21 human resource management system has been successfully upgraded to enable compliance with the Commonwealth’s single touch payroll legislation.

Procurement

Continue leading activities to implement the government’s response to the South Australian Productivity Commission (SAPC) and Statutory Authorities Review Committee (SARC) procurement inquiries.

As at 30 June 2021, implemented 54 SAPC recommendations and 11 SARC recommendations. Implementation of the remaining recommendations is underway.

Progress development of a unified and streamlined procurement policy framework for government to replace the State Procurement Board. The framework will cover all agencies and types of procurement and will be outcome rather than compliance focused and supported by capability development, enhanced performance reporting and data analytics.

The State Procurement Repeal Act 2020 was proclaimed and the State Procurement Board abolished on 1 July 2021.

Treasurer’s Instruction 18 Procurement and four new policies covering procurement governance, planning, sourcing and contract management have been implemented and new guidelines developed and published.

Complete deployment of a new technology solution to improve the efficiency and effectiveness of procurement and contract management activities.

On 1 July 2021 the SA Government Procurement Activity Reporting System (PARS) was launched.

Establish new across government contracts for the supply of aviation services, natural gas, stationery, personal computer and server equipment, network management services, electricity, Esri geospatial software and managed platform services.

Established four new contracts for:

• Electricity;
• Personal computer and server equipment;
• Esri Geospatial Software and Services; and
• Managed Platform Services.

Work on the remaining contracts is continuing.

Complete deployment of the Procurement module of the Procurement and Contract Management System (PCMS) to improve the efficiency and effectiveness of procurement activities and reporting.

Deployed the new Procurement module of PCMS to 10 Public Authorities. Further Public Authorities will be included in 2021-22.

Electorate Services

Investigate the use of technological solutions to streamline paper-based business processes associated with human resource management.

Timesheets from Assistants to Members of the South Australian Parliament from across the State are lodged and processed electronically.

Enhance the frequency and comprehensiveness of inductions for members’ office staff.

Individual inductions with all new Office Managers and Trainees have been enhanced with the introduction of online training focussing on WHS for Officers and Workers, Supporting and Managing Mental Health in the Workplace, Cultural Awareness and Security.

Promote opportunities for visits to members’ offices to conduct inspections, review compliance with regulatory and policy obligations, and have more direct engagement with staff.

Multi-faceted visits to MP’s offices were successfully implemented combining staff inductions, asset and WHS audits.

Develop and gain approval of a new master service level agreement to clearly define the scope and deliverables for the services provided to parliament.

A draft of the key sections of the service level agreement is under review by the Divisions of Parliament.

Develop a five year ICT Strategic Plan

The key underlying strategies that support the overall 5 year ICT Strategic Plan have been approved.

Our Conversations

DTF employees have Performance Plans in place which are facilitated and documented through the online system OurDevelopment.  The formal OurConversation process requires at least two formal conversations between managers and employees per annum.

OurConversations is a new approach implemented in 2020-21 which facilitates discussions about flexible working hours, employee wellbeing and key performance activities as a part of the process.

EXECOF

1

SAES2

13

SAES1

33

Total Income

265 255

256 208

(9047)

263 232

Total Expenses

278 394

266 340

(12 054)

264 088

Net Result

(13 139)

(10 132)

3007

(856)

Changes in asset revaluation surplus

-

827

837

-

Total Comprehensive Result

(13 139)

(9 305)

3 834

(856)

Current assets

22 368

34 382

12 014

39 292

Non-current assets

72 775

64 259

(8 516)

67 563

Total assets

95 143

98 641

3 498

106 855

Current liabilities

40 334

38 100

(2 234)

35 775

Non-current liabilities

47 281

48 541

1 2 60

35 775

Total liabilities

87 615

86 641

(974)

86 188

Net assets

7 528

12 000

4 472

20 667

Equity

7 528

12 000

4 472

20 667

All consultancies below $10,000 each - combined.

Various

149,900

Deloitte Risk Advisory Pty Ltd

Security review of the user authentication design for the ProAct online self-service module

10,500

Forensic Engineering

Provision of an expert report associated with workplace incident investigation

10,600

RH Advisory

Performance review of the Super SA Board in accordance with the Australian Institute of Superannuation Trustees governance code

11,000

Ernst & Young

Payroll system and process maturity assessment

12,950

Deloitte Risk Advisory Pty Ltd

Penetration and security assessment associated with implementation of Single Touch Payroll (STP) and Intelligent Workflow Forms (IWF)

14,594

Thomson Geer Adelaide

Provision of legal services

15,124

Thomson Geer Adelaide

COVID-19 Business Advisory Group board fees

15,835

RMB Service Group

Provision of expert report associated with workplace incident investigation

16,042

Deloitte Consulting Pty Ltd

Development and costing of a new Super SA financial advice model pursuant to recommendations of the Superannuation Royal Commission

18,323

Payroll Matters Pty Ltd

Provision of technical payroll services relating to the CHRIS-21 reform project

18,785

Expose Data Pty Ltd

Review of Super SA's current data analytics platform and delivery of data platform architecture to meet data and reporting needs and to comply with CPS 234 (APRA Information Security Standard)

20,434

EMA Consulting Pty Ltd

Specialist human resource advice and support for Super SA

22,316

Converge International Inc

Employee Assistance Program - staff coaching and wellbeing sessions

22,722

KROON Technology

Provision of an expert report associated with workplace incident investigation

22,727

Dennison Advisory Pty Ltd

COVID-19 Business Advisory Group board fees

23,752

Payroll Matters Pty Ltd

Provision of technical payroll services

25,200

PriceWaterhouseCoopers

Specialist commercial advice

25,281

Payroll Matters Pty Ltd

Independent audit of individual pay records, associated calculations, relevant legislation and correspondences

26,000

Adastra

Specialist commercial advice

30,000

The NTF Group

Specialist assistance on Super SA reserving strategy and framework

32,500

Brubrior Investments Pty Ltd

COVID-19 Business Advisory Group board fees

35,001

Deloitte Risk Advisory Pty Ltd

High level security architecture review and external web penetration testing across government payroll self serve applications

35,855

Acton Advisory Pty Ltd

General financial advice relating to the Royal Adelaide Hospital

40,000

Deloitte Access Economics

Specialist economic advice

44,581

PriceWaterhouseCoopers

Review of Super SA's insurance delivery model and updates to the Board's insurance superannuation framework and insurance strategy

46,410

Rice Warner Pty Ltd

Review of Super SA's on-premises data analytics platform and requirements for a future state platform and the delivery of data platform architecture

49,341

Mercer Consulting Pty Ltd

Actuarial review of superannuation schemes

51,920

The University Of Adelaide

Technical advice on hazardous substances materials for emergency services

128,970

The University Of Adelaide

Social Impact Investment Bonds analysis

178,766

KPMG

Support for the development of a high level business case for the replacement of the Masterpiece financial management system

183,078

Financial IQ Pty Ltd

Provision of services to support Super SA's strategic product development and the implementation of Choice of Fund and Limited Public Offer

234,466

The NTF Group

Superannuation specialist assistance on various Super SA strategic projects

235,104

Total

1,658,177

All contractors below $10,000 each - combined

Various

114,678

Megan Hender

Assistance with facilitation of the South Australian Employment Tribunal strategic plan

10,400

BDO Advisory (SA) Pty Ltd

Expert advice on fringe benefits tax applicability and documentation requirements

10,487

Greencap - NAAPty Ltd

Asbestos testing - sample identification of a residential property

10,645

John Dunnery

Assistance in developing a long‑term support and maintenance agreement for the CaseVision application for the South Australian Employment Tribunal

11,100

Escient Pty Ltd

Support for the development of a high level business case for procurement systems and an analytics program

11,280

Nucleus Media Australia Pty Ltd

Super SA website discovery and technical scoping

11,696

Peoplebank Australia Ltd

Information technology training for the Parliamentary Network Support Group's clients

12,522

Equifax

Provision of safety online advice and support service to Super SA members

14,000

HOOD Sweeney Pty Ltd

Expert taxation advice regarding fringe benefits tax calculations

14,250

Iocane Pty Ltd

Cyber security and Parliamentary Network Services Group specific software safety review

15,660

David Tune

Periodic review of the Board of Treasurers’ objectives, functions, and organisation of the Board of Treasurers and the Secretariat

16,400

BDO Advisory (SA) Pty Ltd

Probity advice for electricity procurements

16,911

ASG Group Limited

Provision of project management services to assist with Super SA's Print and Mail House Services project

18,960

DB Aero Pty Ltd

Tender documentation and writing specifications for aviation tender

20,344

Deloitte Touche Tohmatsu

Assistance with Super SA’s unit pricing target operating model

21,000

Syncsoft

Upgrade of Super SA systems to allow functionality on Windows Server 2016 and SQLServer 2016

22,500

Chamonix It Management

Assistance with Super SA’s stakeholder relationship management software system

22,798

Bentleys (SA) Pty Ltd

Financial monitoring of builders in relation to the SA Schools public private partnerships (PPP) program.

25,364

IT Sutherland

SafeWork SA annual records archiving program – project management support l

25,661

NB Communications

Super SA intranet replacement

26,000

Biz Hub Australia Pty Ltd

COVID-19 small business grant IT portal support

27,278

Lucid Insights

Development of performance measures and implementation of management reporting using Microsoft Power BI for the South Australian Employment Tribunal

29,399

Andrew Lau Copywriter

Specialist copywriting services for Super SA's website content

29,673

Randstad Pty Ltd

Short term fleet hire maintenance

30,047

Jacobs Group (Aust) Pty Ltd

Cost consultant services for the SA Schools PPP project

32,253

Placard Pty Ltd

Production of high risk work licence photocards

32,317

PriceWaterhouseCoopers

Development of a cyber strategy to support Super SA’s compliance with CPS 234 (APRA Information Security Standard)

33,263

Talent International (SA) Pty Ltd

Transition of the Office of the Commissioner for Public Sector Employment (OCPSE) into the DTF ICT environment following machinery of government changes

35,211

NW & JR Carr T/AS Carrsview

Contract services to support fringe benefits tax year end processes

40,323

The University Of Adelaide

Graduate Development Program training

43,285

CKM Management Solutions Pty Ltd

Management accounting services – support for preparation of agency statement

43,469

The University Of South Australia

Evaluation of the Aspire social impact bond project

49,868

Gray Andreotti Advisory

Provision of specialist commercial advisory services

56,720

KPMG

End of financial year reporting tool support

59,232

Culturalchemy Pty Ltd

Staff training and workshops to build leadership and change management capabilities in Super SA

71,930

KPP Ventures Pty Ltd

Contract management support for the South Australian Government Financing Authority

87,870

Deloitte Risk Advisory Pty Ltd

Annual security assurance review and security assessment for Shared Services systems

90,061

Honjo Pty Ltd

Project management services – electricity procurement

97,721

Objective Corporation Ltd

Technical support for the Objective records management system

112,000

Episerver

Provision of website hosting and content management services for Super SA

116,113

BDO Advisory (SA) Pty Ltd

Probity advisor to various projects managed by the Commercial and Economics Branch

124,242

Optus Billing Services Pty Ltd

Professional services for the implementation of a new telephone system for SafeWork SA

129,970

SRA Information Technology Pty Ltd

Ongoing development, implementation and maintenance of SafeWork SA’s Infonet system

130,703

Aurecon Australasia Pty Ltd

SA Schools PPP Project - Technical Advisor

134,448

Between Pty Ltd

Information technology support for the South Australian Government Financing Authority

152,702

Lane Print Group

Provision of printing and dispatch services

153,860

Deloitte Risk Advisory Pty Ltd

Super SA internal Audit Services

154,473

Nerkle Business Modelling

Management accounting services

160,355

Escient Pty Ltd

Software development for the Essential Services Commission of South Australia

168,233

KPMG

Provision of financial due diligence in relation to the Emergency Bushfire Concessional Loans Scheme

169,199

KPMG

Taxation advice on Super SA's statutory obligations

169,720

Bravura

Upgrade of Super SA's ePASS system

174,697

Opex Nominees Pty Ltd

Support development of a new procurement framework and associated policies and guidance documents

177,022

Empired Ltd

Design and implementation of a new Super SA corporate website

193,124

WT Partnership

Independent reviewer for the SA Schools PPP project

202,588

KPMG

COVID-19 small business grant assessment system and process support

249,163

PriceWaterhouseCoopers

Departmental internal audit services

260,950

Australia Post

Provision of payment processing services for RevenueSA

272,632

Enclave Project Delivery

SA Schools PPP Project - Project Director

316,069

Financial IQ Pty Ltd

Advisory services on the strategic product development and the implementation of Super SA's Choice of Fund and Limited Public Offer projects

390,566

SS&C

Statement of Works for the Bluedoor system

514,445

Commonwealth Bank of Australia

Provision of payment processing services for RevenueSA

556,020

Industry Fund Services Pty Ltd

Financial planning services for Super SA members and presentations at Super SA seminars

788,044

Fujitsu Australia Ltd

Revenue SA system support and application management services

1,528,291

Total

8,727,527

Professional behaviour

Staff attitude

Failure to demonstrate values such as empathy, respect, fairness, courtesy, extra mile; cultural competency

10

Professional behaviour

Staff competency

Failure to action service request; poorly informed decisions; incorrect or incomplete service provided

6

Professional behaviour

Staff knowledge

Lack of service specific knowledge; incomplete or out-of-date knowledge

0

Communication

Communication quality

Inadequate, delayed or absent communication with customer

64

Communication

Confidentiality

Customer’s confidentiality or privacy not respected; information shared incorrectly

29

Service delivery

Systems/technology

System offline; inaccessible to customer; incorrect result/information provided; poor system design

75

Service delivery

Access to services

Service difficult to find; location poor; facilities/ environment poor standard; not accessible to customers with disabilities

3

Service delivery

Process

Processing error; incorrect process used; delay in processing application; process not customer responsive

95

Policy

Policy application

Incorrect policy interpretation; incorrect policy applied; conflicting policy advice given

45

Policy

Policy content

Policy content difficult to understand; policy unreasonable or disadvantages customer

163

Service quality

Information

Incorrect, incomplete, out dated or inadequate information; not fit for purpose

5

Service quality

Access to information

Information difficult to understand, hard to find or difficult to use; not plain English

2

Service quality

Timeliness

Lack of staff punctuality; excessive waiting times (outside of service standard); timelines not met

26

Service quality

Safety

Maintenance; personal or family safety; duty of care not shown; poor security service/ premises; poor cleanliness

0

Service quality

Service responsiveness

Service design doesn’t meet customer needs; poor service fit with customer expectations

8

No case to answer

No case to answer

Third party; customer misunderstanding; redirected to another agency; insufficient information to investigate

13

Investments (Super SA specific)

Investments

Investment fees; Dissatisfaction with investment of assets

7

Total

551

During 2020-21 PwC undertook an audit of DTF’s customer feedback and complaints management system. The audit identified issues for management to address including improvements to the complaint escalation process and strengthening of related policies and procedures. Escalation processes have been addressed through the formalisation of existing requirements for Branch Heads to notify the Office of the Chief Executive of significant complaints or concerns.

Service Improvements made by individual DTF Branches resulting from complaints or consumer suggestions over 2020-21 are set out below

Shared Services SA:

Shared Services has implemented a new Complaint Management System to improve the visibility and tracking of complaints across the business. This system includes workflow functionality to ensure accuracy/quality control of information and provides real time reporting of complaint status and associated actions.

The system also requires the completion of a review process for each complaint to capture root cause analysis and identify continuous improvement opportunities

Safework SA:

All complaints/feedback received are reported monthly to the SafeWork SA Governance, Risk and Audit Committee for noting and escalation of any trends identified.

SafeWork SA received complaints from clients primarily due to:

• Administrative delays/errors and lack of response encountered when applying for new licences or renewing
• Dissatisfaction with the investigation process undertaken by inspectors.

Improvements:

Reviews of licencing processes, and complaints relating to licencing delays have resulted in the identification of opportunities to improve processing timelines.

Super SA:

The office introduced Key Performance Indicators which included a target for decreasing complaints.

Super SA introduced new values to adhere to in order to provide a better service to our members.

Updated the delegations to allow particular senior staff to extend the time limit for submission of insurance appeals lodged outside of the three month period, rather than it requiring a Board decision.

Improved wording in some letters and on the member online portal to alert members of important information and timing of lodgements.

Continuous enhancements to the administration system.

Revenue SA:

Revenue SA continues to explore opportunities to modernise service delivery and improve business efficiencies.

The following enhancements have been implemented:

• Increased training in relation to customer contact and communication style
• Simplified the call selection options and updating voice recordings, more frequently to provide more timely information on current issues
• Continued to promote e-billing, with a doubling of take up over the 12 months
• Incorporated customer and stakeholder feedback into Web content, technical information, forms and FAQs
• Continued to increase digital services, e.g. the Land Tax Transition Fund application is now available through RevenueSA Online
• Work with Vendors to minimise system down times and throughput.