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  • 08. Organisational capability

    Our organisational capability is the combination of our people, culture, governance principles, processes, systems and knowledge.

    Having a strong organisational capability ensures we can deliver on priorities for the government and the community, and quickly respond to opportunities and challenges in our environment.

    Our organisational capability will be enhanced to deliver on our strategic objectives for the period 2022–23 to 2025–26, ensuring we are well–positioned to support the Australian community.


    Capability factors and our approach

    Workforce: We are a high-performing and agile workforce with a focus on integrity, the right culture, capability and tools to deliver the best client and staff experience.

    We will achieve this through deliberate investment in our workforce, ensuring our people have the skills, knowledge and attributes to respond quickly to current and emerging priorities, both within the ATO and the broader APS. Our culture and capability support resilience, client-focused thinking, leadership values and professional growth.


    This is underpinned by a strong data and analytics capability that drives insights and actions. We will continue to shape a flexible and dynamic workforce that works purposefully to deliver client services through collaborative and innovative work practices and workspaces. Our people exhibit high levels of integrity and accountability in their work, acting fairly and impartially to provide trust and confidence in the tax, superannuation and registry systems.


    We will continue to embed diversity and inclusion strategies to build an inclusive workplace that promotes improved productivity, greater creativity and innovation, and reflects the Australian community. This includes aiming to achieve gender equality, Indigenous and disability representation targets.

    ICT: Our technology and digital services deliver a reliable and contemporary client experience and keep pace with community expectations.

    We are a leading digital business, known for technology-enabled innovation, integrity and insight across the revenue ecosystem. We will continue to invest in our key technology services, while building the foundation for future capabilities.


    Our technology supports our data and analytics capability. It is designed to deliver optimal, reliable, intuitive and contemporary business solutions – fostering trust and confidence in the tax, superannuation and registry systems, providing exceptional client and staff experiences, and enabling a highly effective and efficient organisation.

    Investment: We strive for operational excellence to achieve efficiency and quality outcomes, and ensure our resources are aligned to our organisational priorities.

    Our investments are managed strategically and systematically, with a focus on delivering measurable benefits to ensure we deliver on our objectives and that value for the ATO and community is realised.


    Our investment decisions reflect our contribution to government, ensuring effective investment in key priorities by:

    • enabling agility in our workforce
    • practising good governance and ethics
    • building organisational capability aligned to our future aspirations and regulatory role
    • embedding robust, risk-appropriate practices
    • strategically managing our vendor engagement and their service delivery to the ATO
    • focusing on quality improvement and identifying opportunities to streamline processes.
      Last modified: 17 Aug 2022QC 70199