A user-based co-design approach with field visits, focus groups, early prototype development and testing, and user testing of products and services has been used. This takes place in either the real user environment or in the ATO Simulation Centre, in Brisbane and gauges their potential impact before general use.
And stakeholder groups like tax agents and industry bodies continue to be involved during implementation, to help identify problems and build solutions.
This determines how user-friendly ATO systems, processes and products are. Say, for example, the functionality and flexibility of the ATO Tax Agent and Business portals need testing. Clients want tools that are convenient to use, easy to understand and control, and secure. They are surveyed as far afield as Mt Gravatt in Queensland, Hobart in Tasmania, Waymouth in South Australia and Hurstville in New South Wales.
Each year the ATO has renewed its undertaking to improve customer service. The Making it Easier to Comply (MIETC) program that began in March 2002 is the ATO's public commitment to greater accountability and transparency. The ATO sets out how it will improve the taxpayer experience in the year ahead and, where objectives are not met, this is acknowledged.
Last Modified: Thursday, 12 May 2011