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  • Feature: Using behavioural insights to improve the client experience for individuals and small business

    The ATO uses behavioural insights to make it easier for clients to meet their tax and super obligations. The insights we gain through understanding taxpayer behaviours allow us to better anticipate how best to help clients to:

    • pay debts, lodge on time and report accurately
    • shift from paper to digital interactions
    • adopt new policies and comply with their obligations.

    Some examples of our use of behavioural insights in 2016–17 included:

    • making it easier for clients to complete their tax return by pre-filling income, salary, dividend and private health insurance details in myTax
    • helping clients get their work-related expense claims right, with pop-up messages in myTax that let them know when their claims appear out of step with their peers
    • providing greater certainty for individuals using myTax on the progress in processing their return, via personalised emails and text messages
    • continuing to help clients pay their debts on time, by sending 560,000 pre-emptive SMS payment reminders for those businesses and individuals unlikely to pay on time or at all, resulting in payments of $800 million
    • successfully trialling tailored emails to help businesses comply with their reporting and lodgment obligations, enabling their continued eligibility for the deferred GST scheme
    • successfully trialling tailored emails and phone calls to help businesses who were regularly using an incorrect payment reference number when making payments to the ATO.


    End of using behavioural insights feature


      Last modified: 30 Oct 2017QC 53578