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  • Results – survey-based metrics

     

    Result
    (performance target for all survey-based measures is improved or broadly stable compared to the previous year result)

    Metric

    2015–16

    2016–17

    2017–18

    Metric S1 – The ATO gives me individual attention

    37% individuals
    40% business

    39% individuals
    39% business

    43% individuals
    37% business

    Metric S2 – The ATO understands my industry operating environment (businesses only)

    34%

    39%

    37%

    Metric S3 – People surveyed agreed that the ATO listens to and responds to feedback.

    54%

    55%

    57%

    Metric S4 – The cost of meeting my tax obligations is reasonable

    48% individuals
    45% business

    47% individuals
    49% business

    46% individuals
    43% business

    Metric S5 – Dealing with the ATO is getting easier

    58% individuals
    56% business

    55% individuals
    58 business

    54% individuals
    53% business

    Metric S6 – Service commitment – People surveyed agreed that the ATO provides information that can be:

    • relied on*; and
    • understood**
     

    78%*
    78%**

    73%*
    76%**

    76%*
    77%**

    Metric S7 – Service commitment – People surveyed agreed that the ATO provides information sufficient to meet their needs

    79%

    77%

    75%

    Metric S8 – People surveyed agreed that the ATO makes it easy to access services and information

    75%

    75%

    72%

    Metric S9 – Service commitment – People surveyed agreed that the ATO informs them of what they need to do

    83%

    80%

    82%

    Metric S10 – Community satisfaction with ATO performance

    74%

    75%

    71%

    Metric S11 – In the past 12 months, the ATO appears to be integrating its services better with other government departments

    54% individuals
    46% business

    49% individuals
    44% business

    42% individuals
    42% business

    Metric S12 – The ATO does not contact me unnecessarily

    72% individuals
    70% business

    65% individuals
    64% business

    67% individuals
    63% business

    Metric S13 – Service commitment – People surveyed agreed that the time taken was acceptable

    78%

    76%

    72%

    Metric S14 – Service commitment – People surveyed agreed that the ATO lets them know of status or delays

    55%

    56%

    60%

    Metric S15 – I am able to contact the ATO in a way that I want

    57% individuals
    59% business

    58% individuals
    63% business

    58% individuals
    59% business

    Metric S16 – Perceptions of fairness in disputes

    55%

    56%

    54%(3)  

    Metric S17 – The ATO consults me about issues that affect me

    33% individuals
    29% business

    34% individuals
    34% business

    37% individuals
    34% business

    Note 3: Survey methodology changes were implemented in 2017–18. As a result, caution should be exercised in comparing trends across years.


    Overall, results for ATO survey-based metrics declined slightly in 2017–18. We use community perceptions to understand the changing expectations of the community over time, respond to concerns we are hearing and build trust and confidence.

    We undertook 17 survey metrics, with a total of 25 results (including sub-components of metrics). Of these 25 results:

    • four results improved significantly (i.e. by 3% or more) compared to 2016–17
    • seven results declined significantly (i.e. by 3% or more) compared to 2016–17
    • the remaining 14 results were broadly stable (i.e. within 2% of the 2016–17 result) once normal statistical fluctuations associated with survey results are allowed for.

    Across these survey metrics, the most notable changes in client perceptions were:

    • more favourable 2017–18 trends observed for individuals than for businesses
    • improvements in perceptions of how we provide individual attention and consultation to clients, including status updates and reliability of information
    • declines in perceptions of satisfaction, timeliness, ease and cost of meeting obligations.

    The decline in satisfaction was primarily driven by users of our online systems. We are currently undertaking considerable work on a new tax agent portal and will continue to work hard to improve the online experience for tax professionals, business users and individuals.

      Last modified: 08 Feb 2019QC 57845