We aim to deliver the right services through the right channels, providing the right client experience as we work towards a whole-of-government focus.
During 2012-13 we will seek to tailor service delivery by improving our workload and workforce management to ensure that our key deliverables and taxpayers' expectations are met.
We will achieve this by building upon our many innovations, including process improvements we have been able to leverage from existing technology including our successful use of LEAN and Operations innovation (Oi!) which have driven efficiency improvements in our work.
In the context of a tight budgetary environment we will continue to make workforce shifts to meet peaks in workloads whilst looking to enhance our leadership capabilities.
A number of initiatives currently underway will continue to deliver on and improve services to the community. These include:
Service delivery
We will continue to improve service delivery and increase electronic interactions by supporting and educating sections of the community to transition to electronic services and assisting those who are unable.
In the longer term we will look to minimise the need for clients to interact with the ATO by eliminating and automating transactions and interactions, integrating into natural systems wherever possible and increasing first point of resolution.
Tax Time 2012
Tax Time is one of our busiest times of the year, during which around 60% of all tax returns are lodged. For many people, this is the only time they interact with the ATO and is our greatest opportunity to encourage ongoing engagement with Australia's taxation system. We are committed to meeting service standards in Tax Time 2012.
Service standards review
We will continue to identify improvements to ensure our commitments to the community through service standards will be met. We will implement improvements identified in the service standards review.
Managing tax and superannuation debt
We will continue to refine our Debt Right Now! strategy to enhance our debt collection approach. This approach promotes transparency in what taxpayers can expect when dealing with us based on their individual circumstances and compliance behaviour.
Operations is at the forefront of delivering key service outcomes for the community and we are passionate about integrating and aligning the vision of the Strategic statement 2010-15 into everything we do.
These strategic statement themes are reflected in the following Operations priorities for 2012-13.
Encourage
- Increasing first point resolution by improving our existing client contact channels
Support
- Assisting viable businesses and taxpayers in the management of their tax and superannuation debt
- Meeting our existing service standards while transitioning to a new set of service commitments which are more closely aligned to community expectations
Protect
- Registering taxpayers, processing returns, receiving payments and making refunds in a timely way that is balanced with safeguards for the community
- Maintaining the overall value of debt within agreed tolerance levels
Enhance
- Furthering ATO Online 2015 as the overarching strategy for encouraging the community to deal with us online
Champion
- Progressing the Australian Business Register, AUSkey and Standard Business Reporting operating solution as whole-of-government infrastructure to streamline interactions between government and business.
Our key deliverables outlined in the Annual plan 2012-13 are:
- register taxpayers
- process returns and check accuracy
- receive payments, facilitate timely payments, and follow up overdue payments
- provide guidance to taxpayers on how to meet obligations
- collect and manage debt
- maintain and manage the Australian Business Register, AUSkey registrations and systems, including the integrity of the data and information
- progress Australian Business Register, AUSkey and Standard Business Reporting operating solution as whole-of-government resources to streamline interactions between government and business
- provide eligible government agencies with access to details of registered Australian Business Number holders
- provide the community with access to publicly available data to assist in verifying core business identity and other government registration information.
Last Modified: Tuesday, 5 February 2013