55.8%
of respondents identified as a ‘veteran’
Client Segments As discussed earlier in this Report, the ESO sector needs to focus on futureproofing itself to enable meaningful provision of support to younger veterans and their families. The future clients of the sector – those members yet to transition from the ADF – have demographic and need similarities to younger clients already being serviced by the ESO sector.
through RSL, Soldier On, Legacy, the Defence Force Welfare Association, or Bravery Trust. Not only are their needs diverse, there is also a distinct lack of awareness or knowledge of ESO service offerings, with 50 per cent of respondents to the YVP Survey having no knowledge of the services offered by ESOs, as seen in Figure 11. This lack of knowledge and understanding is likely to contribute to client or potential client confusion.
The historically neatly-defined boundaries between client segments, and thus between ESOs, are no longer relevant to the newer generation of veterans and their families. Clients in this segment can now have quite diverse demographic features that cause them to fit into numerous distinct ESO client segments. These individuals potentially qualify for assistance
One key impediment that the YVP Survey highlighted is that only 55.8 per cent of respondents identified as a ‘veteran’, as seen in Figure 18 with no segmentation of responses. Figure 19 further segments respondents by Service, with Navy respondents at 70 per cent, Army respondents at 51.7 per cent, and Air Force respondents at 61.5 per cent.
How would you best describe yourself? 60 50
Percent%
40 30 20 10 0 A currently The partner An ex-serving The partner serving member or family of a member of or family of an of the ADF currently serving the ADF ex-serving member member of of the ADF the ADF
Figure 18: Client description of self – no segments
28
A veteran