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  • Appendix: Metric results and analysis

    Outcome-based metrics

    Metrics we use to assess our performance and their alignment across the measures for each KPI.

    Metric

    Description

    Measure

    1

    Number of complaints received

    1.2

    2

    Adjusted median cost to individual taxpayers of managing their tax affairs

    1.3

    3

    Reduction in the administrative cost to businesses and government in dealing with each other

    1.3

    4

    Proportion of inbound transactions received digitally for key services

    1.2

    5

    Key digital systems availability

    1.2

    6

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

    2.2

    7

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

    2.2

    8

    Elapsed time in days for private rulings

    2.1, 2.2

    9

    Average cycle times for objections

    2.2

    10

    Cost to collect $100

    3.1

    11

    Total revenue effects – Tax revenue from all compliance activities

    3.1, 3.2, 3.3

    12

    Increased use of the ABR as the national business dataset

    4.3

    13

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

    4.2

    14

    Tax returns – Proportion of pre-filled data items unchanged

    4.2, 4.3

      Last modified: 12 Apr 2022QC 69229