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  • Appendix – metric results and analysis

    The following table shows the metrics we use to assess our performance and their alignment across the measures for each KPI.

    Metric

    Description

    Measure

    1

    Number of matters that have been consulted on

    1.1, 3.2, 6.1, 6.2

    2

    Communication of our decision to consult on matters submitted

    1.1, 6.1

    3

    Number of visits to the consultation page of ato.gov.au

    1.1

    4

    Client survey – The ATO gives me individual attention

    1.1

    5

    Client survey – The ATO understands my industry operating environment

    1.1

    6

    Service commitment – People surveyed agreed that the ATO listens to and responds to feedback

    1.2, 3.2

    7

    Complaints received

    1.2

    8

    Service commitment – 85% of complaints received are resolved in 15 business days, or within the date negotiated with the client

    1.2

    9

    Client survey – the cost of meeting my tax obligations is reasonable

    1.2

    10

    Adjusted average cost to individual taxpayers of managing their tax affairs

    1.3

    11

    Time-cost index for business and superannuation funds to prepare and complete key tax returns

    1.3

    12

    Reduction in the unintended administrative costs to business of complying with government regulation

    1.3

    13

    Increased use of the ABR as the national business dataset by government agencies and the community

    1.3, 4.3

    14

    Proportion of ABN applicants obtaining a decision online at the point of application

    1.3

    15

    Client survey Dealing with the ATO is getting easier

    1.3

    16

    Number of interpretive guidance products provided

    2.1, 3.2, 5.2

    17

    Number of private rulings provided

    2.1

    18

    Elapsed time in days for private rulings

    2.1, 2.2

    19

    Number of public rulings and determinations provided

    2.1

    20

    Number of class rulings provided

    2.1

    21

    Number of product rulings provided

    2.1

    22

    Service commitment – People surveyed agreed that the ATO provides information that can be relied on and understood

    2.1, 2.2

    23

    Service commitment – People surveyed agreed that the ATO provides information sufficient to meet their needs

    2.1, 2.2

    24

    Service commitment – People surveyed agreed that the ATO makes it easy to access services and information

    2.1

    25

    Service commitment – 90% of electronic taxpayer requests are finalised in 15 business days

    2.2, 5.2

    26

    Service commitment – 80% of private rulings are finalised in 28 calendar days of receiving all necessary information

    2.2, 5.2

    27

    Service commitment – 70% of objections are finalised in 56 calendar days of receiving all necessary information

    2.2

    28

    Service commitment – People surveyed agreed that the ATO informs them of what they need to do

    2.2

    29

    Service commitment – Objections – if we find that the request raises particularly complex matters that will take more than 56 calendar days to resolve after receiving all the required information, we will aim to contact you within 14 calendar days to negotiate an extended reply – a target of 80%

    2.2

    30

    Service commitment – Private rulings – if we find that your request raises particularly complex matters that will take more than 28 calendar days to resolve after receiving all the necessary information, we will aim to contact you within 14 calendar days to negotiate a due date – a target of 80%

    2.2

    31

    Community satisfaction with ATO performance

    2.3

    32

    Cost to collect net $100

    3.1

    33

    Client survey – In the past 12 months, the ATO appears to be integrating its services better with other government departments

    4.1

    34

    Client survey – The ATO does not contact me unnecessarily

    4.2

    35

    Number of memorandums of understanding

    4.3

    36

    Number of international information exchanges (including specific, spontaneous and automatic exchanges)

    4.3

    37

    Improvement in the quality of key data on the ABR

    4.3

    38

    Number of compliance audits, reviews and other checks undertaken

    4.4

    39

    Service commitment – People surveyed agreed that the time taken was acceptable

    5.2

    40

    Service commitment – People surveyed agreed that the ATO lets them know of status or delays

    5.2

    41

    Client survey – I am able to contact the ATO in a way that I want

    5.2

    42

    Perceptions of fairness in disputes

    5.4

    43

    Client survey – The ATO consults me about issues that affect me

    6.1

    Measures with no specific metrics

    3.3, 5.1, 5.3, 6.3

      Last modified: 20 Dec 2017QC 54083