In the 2018/19 Corporate Plan for the Royal Australian Navy Relief Trust Fund the Trustees determined that the intended result of the Fund was to provide benefits to eligible persons in a timely, relevant, and meaningful manner.
Performance Measurement Methodology
The Trustees determined that the Fund’s performance in achieving its intended result would be measured through a survey of those who received benefits from the Fund, Commanding Officers, Personnel Officers and others who are involved in managing and/or administering recipients of Fund benefits. As part of this survey, Commanding Officers of Ships and Establishments were asked to identify additional ways in which the Fund could provide other or greater benefits that are relevant and meaningful.
Feedback from recipients of benefits, Commanding Officers, Personnel Officers and others who are involved in managing and/or administering recipients of Fund benefits indicates that the Fund is providing timely, relevant and meaningful benefits to eligible personnel.
Analysis of Results
Performance Criterion 1 – Timely
Source: Corporate Plan Page 3
Measurement methodology: A survey was forwarded to Commanding Officers, Personnel Officers and others who are involved in managing and/or administering recipients of Fund asking for their assessment of the relevance of the Fund to their personnel
Results: In accordance with the RANRTF Rules and Procedures Manual, and as advertised to local agents, General Purpose loans are processed and paid within three weeks of a correctly completed loan application being received in the Principal Office. In reality, many loans are paid in a shorter timeframe. Special Loans can generally be processed within three working days and, if the situation is urgent, can be processed and paid within the same day if the Trustees receive all necessary information upon which to make a decision and are available to staff the application. There were no negative comments from the survey regarding timeframes for payments of loans and no suggestions to improve this aspect of the Fund’s business. Responses indicate that loans are processed within a reasonable timeframe. There was some comment the on the LAMS system used to process the loans, including:
The LAMS system could be updated to reflect D1 [defence personnel pay and
“It usually takes only a few days, but can take up to six weeks which is consistent
with any other pay related issue in Defence”
Analysis: A deliberate decision was made by the Trustees to allow sufficient processing time to account for the workload of the Principal Office and the batching of the General Purpose loans. Actual timeframes for payment of loans are generally well inside the advertised times for most General Purpose loans and the Fund is extremely responsive in staffing requests for Special loans where there is an urgent requirement for the funds.
Performance Criterion 2 – Relevant and Meaningful
Source: Corporate Plan Page 3
Measurement methodology: A survey was forwarded to Commanding Officers, Personnel Officers and others who are involved in managing and/or administering recipients of the Fund asking for their assessment of the relevance and meaningfulness of the Fund’s products to their personnel.
Results: Positive responses were received from eight Commanding Officers and Personnel Officers. The focus of the feedback was on the range of financial products and services provided by the Fund, mainly General Purpose loans. The adoption of the principles based approach, which now enables personnel to borrow money for family holidays, medical expenses, dependents’ school fees and other requirements that support the welfare or benefit of the member and their family has received positive feedback from survey respondents. A recipient of the Fund’s products made the following comments:
Yes RANRTF is useful for members when moving house, buying a new car or going on a
Analysis: The positive feedback indicates that the products provided by the Fund are relevant and meaningful to the recipients. Most applications are processed in a routine manner with no requirement for involvement or engagement from the Commanding Officer.
Eligibility for the 2018 Christmas Loan was restricted to personnel not already holding a General Purpose or Special Loan in order to manage the demand on the Fund’s limited cash reserves and not increase debt burden on the members. The increased repayment rate for the $6,000 loan has now stabilised the Fund’s cash flow as expected. The Trustees consider that ensuring that funds are available to satisfy the demand for the General Purpose loan, as the Fund’s primary product, should be the priority. Half way through the period, the Trustees introduced an increase of the loans to $7000 for those members who have served more than seven years – “7 for 7” concept.
Analysis of the feedback forms also indicates that continued exposure and education of both the RANRTF products and the Keeping Watch charity needs to be a focus for the Trustees to ensure that eligible members remain aware of the products on offer, and the continued need for donations to provide them. The communications and marketing plan is being reviewed to ensure this occurs, in addition to a Trustee being appointed to manage Communications and Marketing.