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  • How we assess our performance

    The following table shows the rating methodology and definitions we use to assess our performance.

    Rating

    Definition

    Excellent

    Met all expectations with no further improvements required.

    Very good

    Made significant improvements, with programs of work almost complete. Significantly exceeded service commitments.

    Good

    Improvements consistent with expectations, with some further work required, as reflected in feedback. Exceeded service commitments.

    Satisfactory

    Met base expectations as expected and all service commitments achieved.

    Requires development

    Did not meet base expectations or service commitments.

    The metrics we use to assess our performance, initially established in 2015 and updated in 2018, are a mix of 35 metrics. The results of the metrics are included in the Appendix.

    The suite of metrics comprises:

    • 15 outcome-based metrics – our true and most powerful measures of performance. For each of these metrics we incorporate brief analysis of the result.
    • 9 survey-based metrics – presented in one table, with analysis focused on systemic trends across the suite of questions.
    • 11 activity-based metrics – presented in one table. These metrics cannot tell us how effective we have been, that is, an increase in activities does not necessarily signify improved performance.

    Of these metrics, a significant proportion are also reported in the Commissioner of Taxation annual report 2019–20, with ten of these (focused on key survey and outcome-based metrics) included in the annual performance statement. The annual performance statement reports on our performance under the Public Governance, Performance and Accountability Act 2013 in achieving our purpose. A further two metrics are ongoing ATO service commitments.

    Our purpose is to contribute to the economic and social wellbeing of Australians by fostering willing participation in the tax and superannuation systems. We achieve this by:

    • making it easier for people to participate
    • delivering contemporary and tailored services
    • ensuring purposeful and respectful relationships
    • operating as a professional and productive organisation.

    In assessing the quality of our performance against each metric, we have regard to:

    • Results compared to our performance targets for mature and well-established metrics, such as those included in our annual performance statement and some service commitments.
      • We assess our performance targets annually to determine where existing results are expected to be maintained and where future performance is expected to be stronger.
    • Trend improvement for metrics which are still relatively new, such as our survey-based metrics.
      • As these metrics mature, we will establish appropriate performance targets.
    • Activity-based or volume-based metrics having a less direct relationship to the quality of our performance.
      • For these metrics, an increase in the volume of activity does not automatically mean an improvement, or a decline, in our performance.

    Our service commitments have been designed to assure the ATO and the community that the services we provide are of a consistent and high standard and therefore form an important component of assessing regulation imposed on individuals, business and the community. Many of our commitments have targets that are meaningful to our clients and challenge us to deliver the best possible service.

    We regularly report on our ongoing service commitments on ato.gov.au.

    Results for our survey-based metrics are based on a representative sample of the overall population, in order to ensure their statistical validity. We measure the perceptions of those who have recently interacted with us to understand and improve the client experience, as well as to understand their views of the overall tax system and sentiment regarding the ATO. Where surveys require direct interaction with the community – for example, via a phone or online survey – the interaction is undertaken by an external provider, in order to ensure the independence and integrity of results.

    We will continue to monitor and assess performance as we build on the outcomes we have achieved to date.

    For more information about the performance of the ATO, refer to:

      Last modified: 05 Feb 2021QC 64650