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  • Survey-based metrics

    Survey-based metrics S1 - S9

    Metric

    Description

    Measure

    S1

    Community Confidence factor - Easy

    1.1

    S2

    Community Confidence factor - Helpful

    1.2

    S3

    Community Confidence factor - Timely

    2.2

    S4

    Community Confidence factor - Effective

    2.3

    S5

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

    4.1

    S6

    Perceptions of fairness in disputes

    5.4

    S7

    Community confidence in the ATO

    5.2

    S8

    Community Confidence factor - Fair

    5.2

    S9

    Working together - Partner perceptions of how the ATO is working together with them to administer the tax and superannuation system

    6.1

    Results – Survey based metrics

    The performance target for all survey-based measures is improved or broadly stable compared to the previous year result.

    Results - metrics S1 - S4

    Metric

    Result

    2017–18

    2018–19

    2019–20

    Metric S1 - Community Confidence factor - Easy

    n/a

    65/100

    67/100

    Metric S2- Community Confidence factor - Helpful

    n/a

    68/100

    69/100

    Metric S3 - Community Confidence factor - Timely

    n/a

    63/100

    64/100

    Metric S4 - Community Confidence factor - Effective

    n/a

    63/100

    64/100

    n/a – metric not reported
    Results - metric S5

    Metric

    Result

    2017–18

    2018–19

    2019–20

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

    54% individuals


    53% business

    61/100 individuals (48% net agree)

    61/100 business (46% net agree)

    63/100 individuals (51% net agree)

    62/100 business (50% net agree)

    Results - metric S6

    Metric

    Result

    2017–18

    2018–19

    2019–20

    Perceptions of fairness in disputes

    • process was fair

     

    • final decision was fair

     

     

     

    54%(9)

     

    65%

     

     

    57/100 (49% net agree)

    67/100 (57% net agree

     

     

    61/100 (52% net agree)

    63/100 (65% net agree)

    Results - metric S7

    Metric

    Result

    2017–18

    2018–19

    2019–20

    Community confidence in the ATO

    n/a

    65/100

    66/100

    Results - metric S8

    Metric

    Result

    2017–18

    2018–19

    2019–20

    Community Confidence factor - Fair

    n/a

    61/100

    64/100

    Results - metric S9

    Metric

    Result

    2017–18

    2018–19

    2019–20

    Working together - Partner perceptions of how the ATO is working together with them to administer the tax and superannuation system

    63/100
    (61% net agree)

    64/100
    (63% net agree)

    67/100(10)
    (65% net agree)

    Note 9: Survey methodology changes were implemented in 2017–18. As a result, caution should be exercised in comparing trends across years.


    Note 10: The methodology was refined in 2018–19 and results are not comparable to the Empowerment – partner perceptions of how the ATO empowers and includes them result published in the 2017–18 annual report.

    Overall results for ATO survey-based metrics improved in 2019–20. 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 9 survey metrics, with a total of 11 results (including sub-components of metrics). Of these 11 results:

    • 5 improved significantly (that is, increase of 2 index points or more) compared to 2018–19
    • 5 showed a small improvement (that is, increase of 1 index point compared to 2018–19)
    • 1 declined (by 4 index points).

    Across these survey metrics, partner perceptions of how the ATO is working together with them to administer the tax and superannuation systems increased by three points on the previous year, to 67/100. The result captures perceptions from tax professionals, APRA-regulated superannuation entities and digital service providers (DSP). Perceptions across tax professionals and DSPs significantly improved this year.

    The improved result reflects the significant investment to enhance our digital partner experience and our response to the bushfires and COVID-19, including:

    • supporting our partners and their clients to successfully transition over 1.7 million users to myGovID and RAM, enabling the decommissioning of AUSkey
    • helping over 150,000 tax agent users migrate to the new Online services for agents, providing an enhanced experience and significantly more online functionality than previously available
    • supporting a 652% increase in machine-to-machine transactions between our clients and the ATO, whilst also improving the performance and resilience of our core systems and infrastructure
    • engaging with 2,000 DSP representatives in over 17 sessions within 3 months through rapid and targeted engagement to support delivery of stimulus measure initiatives in software
    • over 400 improvements implemented to enhance the experience of Online services for DSPs used by 465 software developers
    • developing an improved Tax Time 2020 certification process for DSPs to consume current-year returns
    • establishing a dedicated mailbox for queries from tax professionals and DSPs for the stimulus measures
    • demonstrating a more empathetic approach when engaging with the tax profession, particularly for debt and compliance activities, as well as granting bulk lodgment deferrals
    • recognising the diversity of the tax profession by offering differentiated transition pathways, including visits to assist regional tax practices.

    The overall score for community confidence in the ATO for 2019–20 was 66/100, which is slightly higher than the 2018–19 score of 65/100, and slightly above the target of 65/100.

    For the first three quarters of 2019–20, community confidence in the ATO was tracking on target, with an average score of 65/100. This is consistent with previous years.

    In the final quarter, coinciding with the government’s response to COVID-19, community confidence increased to 69/100 indicating confidence in our ability to deliver COVID-19 stimulus packages, while maintaining the quality of the tax and superannuation systems.

    Community perceptions of our fairness also increased by three points to 64/100, reflecting our ongoing focus on improving timeliness. In regard to disputes, perceptions that the process was fair increased by four points, while perceptions the final decision was fair decreased by four points.

      Last modified: 05 Feb 2021QC 64650