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  • Blueprint addendum

    In 2015 we launched a blueprint for change that:

    • captures what people have told us they want from the tax and super systems
    • provides a clear line of sight to what we plan to achieve as we reinvent the ATO through new or improved services.

    Since then we've made significant progress, both in better understanding what our clients want and delivering on those expectations.

    We promised to keep you informed of our progress and plans for the future, and to regularly update the blueprint to ensure we're working toward the right client experience.

    Find out about:

    New experience profiles

    In the 2015 blueprint we profiled the experience of ten client groups, and committed to work with other client groups to understand their needs and reflect these in future plans.

    Part of our commitment was to partner with key groups who influence the tax and super experience of other clients. Accordingly, we've now added experience profiles for:

    These experience profiles have been developed in consultation with representatives of these groups. They identify the improvements that will make it easier for these groups to run their practice, and easier for their clients (including businesses) to get things right. They will help us ensure their experiences are considered in the design of any new services and products.

    How ABR is creating a better experience for business

    We are the custodian of the Australian Business Register and we're committed to ensuring businesses, government and the community can easily access accurate and up to date information about Australian businesses.

    To improve the experience for business we're:

    • streamlining the business registrations process
    • making it easier for businesses to manage their information
    • minimising the reporting burdens on businesses
    • reducing duplication across government at all levels.

    Visit the ABR websiteExternal Link to find out about the key features that will improve and transform the experience for businesses, their intermediaries, government, and the community.

    Progress since March 2015

    Since launching our blueprint for change in March 2015, we've focused on the things you've told us are important:

    • fixing the basics
    • addressing irritants
    • expanding our range of online services
    • providing the community with more certainty about their tax and super position.

    Some improvements from the blueprint have already been delivered and we're working to deliver more in the years ahead.

    You can keep in touch with the changes affecting you on our 'every year counts' pages. We've updated these pages with:

    • the improvements achieved in 2015–16
    • the key initiatives that have been or will be delivered in 2016–17.

    Find out about:

    Our future focus

    We remain committed to our mission and vision and putting our clients at the centre of everything we do.

    Building on the successes and lessons so far, we intend to continue our transformation for the long term – going further, deeper and more comprehensively so that we deliver on the directions in the Reinventing the ATO Blueprint. We are in it for the long haul.

    We will continue to focus on:

    • improving the client’s experience of the tax and super systems
    • promoting level playing field, fairness and transparency
    • increasing the sophistication of the way we use data
    • building and enhancing our partnerships
    • building and delivering connected services that meet the expectations of our many and diverse clients
    • continuing our cultural change to be a client-centred organisation known for contemporary service, expertise and integrity.

    See also:

    Financial planners

    This experience profile can also be downloaded as a PDF (366KB)This link will download a file

    Intermediaries

    'I work closely with the ATO to ensure the best outcomes possible for my clients and the Australian community as a whole.'

    These are the key features that will improve and transform the experience of the tax and super systems for financial planners, making it easier for them to run their practice, and for their clients to get things right.

    Behaviours and values from a segment perspective

    We understand our key role in educating the community and assisting clients to secure their financial future and meet their tax and super obligations for their benefit and that of the Australian community.

    Make it easy

    Access to client information – I have easy and quick access to relevant tax and super information for my clients to streamline processes and help them meet their obligations.

    This means:

    • Financial planners registered with the Tax Practitioners Board can securely access relevant client information held by the ATO through digital channels.
    • Financial planners are authorised by the client to have fast, tailored, electronic access to relevant ATO client information for the duration of their appointment – including tax lodgment history, debts, tax returns, super contribution history, super funds, and links to related entities.
    • There is a two-way flow of information between us and financial planners that improves compliance and reduces the level of risk for clients.
    • Financial planners are able to report non-compliance to us (e.g employers not paying super) and high-risk, aggressive tax planning schemes.
    • Financial planners can, where appropriate and authorised, update client information held by us.

    The value of conversation

    Excellent working relationships – I have an excellent working relationship with the ATO and we work together to help my clients understand and meet their tax and super obligations.

    This means:

    • We work with industry associations and others to educate financial planners about what things they need to know to help their clients to meet their tax and super obligations and entitlements.
    • We have an active and visible presence within the industry through targeted and purposeful engagements e.g. forums, conferences and initiating ATO events.
    • We work together with financial planners to educate the public about SMSFs and the legal responsibilities of trustees.
    • We support financial planners and industry associations to help their clients make informed financial decisions within the tax and super systems.
    • We engage early with financial planners and government agencies to co-design administrative approaches and solutions around changes.
    • We work with financial planners, government agencies, industry and associations to increase community awareness of the role of registered financial planners in the tax and super systems.

    Getting what I need, when I need it

    The right services – I can access tax and super information and expert ATO staff across a range of channels.

    This means:

    • Financial planners understand where to go for streamlined access to timely tax and super advice and support.
    • Financial planners can interact digitally with us and record their interactions to ensure certainty.

    My circumstances are understood

    Tailored engagement – Service offerings and communications are easy to understand, timely and tailored to my circumstances and preferences.

    This means:

    • We leverage off effective communication channels (e.g. ASIC scam watch) to provide financial planners with timely and relevant information.
    • We work with the natural channels of industry partners and associations to ensure information provided meets their needs.
    • We will proactively share information relevant to the financial planning industry and their client base through contemporary channels, such as practical guides to legislative changes affecting financial planning.
    • Financial planners can deal directly with us and act on behalf of their clients, for matters relating directly to the provision of financial advice.

    See also:

    Insolvency and turnaround practitioners

    This experience profile can also be downloaded as a PDF (384KB)This link will download a file

    Intermediaries

    'I work closely with the ATO in their dual roles as a creditor and administrator, ensuring the best outcomes possible for business, creditors, debtors, and the Australian community as a whole.'

    These are the key features that will improve and transform the experience of the tax and super systems for insolvency and turnaround practitioners, making it easier for them to run their practice, and for their clients to get things right and hard not to.

    Behaviours and values from a segment perspective

    We understand our key role in helping the business community with turnaround support through tough times, and protecting the interests of creditors and debtors, while working with the ATO to protect revenue and ensure the ongoing health of the Australian economy.

    Make it easy

    Integrated digital services – I can easily fulfil my clients’ tax and super obligations with access to enhanced online services.

    This means:

    • Insolvency and turnaround practitioners have increased opportunities to employ integrated software and digital record keeping that suits their business model and enables seamless interaction with us.
    • Practitioners are provided with a more complete picture of relevant client data, including all income streams, assets, bank data, and interactions and correspondence with government.
    • Interactions between practitioners and us are streamlined, and provide real-time indicators of processes, progress and outcomes, such as day one notifications and requests for documents.
    • Pre-filled government data is used to improve interactions and increase efficiencies between practitioners, government agencies, and clients.
    • There is a two-way flow of data between government and practitioners to improve the experience and outcomes of both parties.

    One place to interact

    Single entry point – I can engage with government and my appointments are linked to my practice through a single and secure digital entry point.

    This means:

    • A whole-of-government strategy is used to facilitate data and intelligence sharing to improve the way practitioners work.
    • A single point of registration allows practitioners to register for all government obligations – federal and state.
    • Data is provided once. The ATO leverages data from Australian Securities and Investment Commission (ASIC) and Australian Financial Security Authority (AFSA) to streamline and automate processes and accesses, allowing for faster assessments, improved information sharing, increased data integrity and reduced manual handling.
    • Authentication and access permissions are tailored and streamlined to allow practitioners and their staff quicker access to client data.

    Getting what I need when I need it

    Right service, right time – I can access tax and super information across a range of channels at a time that suits me. I have access to expert ATO staff when the ATO is acting as a creditor or as a regulator.

    This means:

    • We offer an integrated suite of services that enables insolvency and turnaround practitioners to readily participate in the tax and super systems.
    • Our service standards are aligned with insolvency legislation and industry expectations.
    • When practitioners interact with us in their role as an administrator, our staff have an appropriate level of capability to understand and address issues.
    • Practitioners understand where to go to access specialised knowledge and support.
    • When interacting with us in their role as a creditor, practitioners have access to specialised services to address complex issues.
    • As a creditor, we consider practitioners’ professional assessment of significant risk.
    • We are recognised as an active creditor by playing a visible and engaged role in the process, ensuring the greatest possible dividend for the community.

    My circumstances are understood

    Tailored engagement – Service offerings and communications are easy to understand, timely and tailored to my circumstances and preferences.

    This means:

    • We use its analytic capability and data to understand and identify businesses and individuals at risk (using outstanding lodgment and payment obligations as the primary indicators) and works with practitioners to achieve better outcomes, and improve the health of the Australian economy.
    • We include a robust risk assessment process in its strategy for managing payment obligations, and practitioners understand the ATO’s assessment of a taxpayer’s risk to achieve a better outcome for creditors.
    • We recognise trusted professionals, and provides them with access to tailored services based on the type of administration, and relevant interactions (e.g. voluntary administration or DOCA), to streamline their interactions.
    • We use specialist expertise to undertake risk assessment where appropriate.
    • We leverage off other partners in the system (e.g. tax professionals) to positively influence factors that cause insolvency.
    • We recognise community health and wellbeing issues associated with turnaround and insolvency.

    The value of conversation

    Excellent working relationships – I have an excellent working relationship with the ATO and we work together in supporting the tax and super systems, and influencing compliant behaviour.

    This means:

    • We understand the diversity of the turnaround and insolvency industry, and works collaboratively with practitioners to achieve better outcomes.
    • Two-way communication is built on trust and acknowledgement of a practitioner’s professional integrity.
    • To ensure changes to the practitioner experience are managed cohesively; the relationship is transparent and the industry is kept well informed of any future impacts; we maintain productive relationships with:  
      • key government stakeholders  
        • ASIC
        • AFSA
        • Department of Education and Training (DoE)
         
      • professional associations  
        • Australian Restructuring Insolvency and Turnaround Association (ARITA)
        • Personal Insolvency Professionals Association (PIPA).
         
       
    • Issues that have the ability to reduce confidence in the industry (e.g. pre-insolvency advice) are considered and addressed.
    • New entrants to the profession are given adequate support and education to set up their practices.
    • We provide support and assistance to practitioners to help them transition to new digital services.
    • We engage early with insolvency and turnaround practitioners to understand and develop strategies to manage impacts of law reform on their interaction with us.

    See also:

    Last modified: 26 Jul 2017QC 52885