Program blueprint summary

Our blueprint for reinvention reflects what the community wants from the ATO – the kind of experience they want to have when they participate in the tax and super systems.

Chris Jordan AO, Commissioner of Taxation

We’re already working from our blueprint and expect to deliver the changes people want progressively in the years ahead. Some changes will happen in the near future and other changes will take longer – and delivery will be influenced by many factors, including legislative direction, finance and our work with other agencies.

You can view the full blueprint in HTML or download the full blueprint or summary in Portable Document Format (PDF). Download the full blueprint (3.9MB)This link will download a file or the summary blueprint (800KB)This link will download a file.

Our blueprint for change

We are changing the way we work. We want to give our clients, staff and stakeholders the best possible experience with the tax and superannuation systems.

To achieve our vision of being a contemporary, service-oriented organisation, we are transforming how our clients experience the tax and superannuation systems. We will underpin this transformation through significant cultural change and improvements for our staff.

Our transformation is driven by the changing environment and expectations of the Australian community. It also supports the government’s drive for productivity, efficiency and deregulation.

In response to community and government needs, we created a blueprint for change. It was built on extensive consultation and an understanding of the interactions people have with the tax and superannuation systems and other government services.

The blueprint reflects the kind of experience the community and our staff want to have when they participate in the tax and superannuation systems. It is our anchor point and will provide a clear line of sight to what we want to achieve as we reinvent the ATO. Throughout the program, we’ll continue to consult with the community to ensure we’re on track to provide the right experience.

We’re already working from the blueprint and expect to deliver the changes people want progressively in the years ahead. Some changes will happen in the near future and other changes will take longer – and delivery will be influenced by many factors, including legislative direction, finance and our work with other agencies.

This version of our blueprint includes the future experiences for some of our clients but not all of them. We are working with our other client groups to understand their needs and reflect them in our future plans.

Community confidence is a foundation of our blueprint and is critical for maximising willing participation in the tax and superannuation systems. We’ll continue to build that confidence by ensuring everyone pays the right tax at the right time. We’ll support those who choose to do the right thing and deal with those who don’t. We’ll listen to our clients to get a comprehensive understanding of their circumstances and anticipate when they may need help.

Ultimately, the true measure of success of our reinvention will be client satisfaction and participation in the tax and superannuation systems.

Evolving the tax and superannuation systems

The broader environment, including community expectations, is changing rapidly. As this occurs, we will continue to review and evolve our administration of the tax and superannuation systems to ensure it remains contemporary and meets the needs of the day.

Right approach for the right time
	Pre – 1986: ATO assessment era	1986 – 2014: Self-assessment era	Towards 2020 and beyond: Streamlined self-assessment
Australian environment	No personal computers or internet, reliance on TV and print media	Emergence of personal computers, the internet and mobile devices, and changing community expectations	Globalisation, digital economy, social media, rapidly changing community expectations, digital by design
Tax administration program	ATO assessment Based on full and complete disclosure	Self-assessment Based on true and correct statements	Streamlined self-assessment Based on integrated digital solutions and stronger relationships
Client services	Front counter, mail, telephone	Call centres, field services, emerging digital services	Right services at the right time
Attitude to administration	We set the standards and protect the revenue	Agreed mutual obligations and protect the revenue	We align to community standards and expectations and ensure taxpayers pay the right amount
Style of workplace	Focus on individual, rigid procedures and rules	Increased focus on teams and multiskilling, rigid procedures and rules	Agile and empowered networks of individuals and teams
Structural divisions	Regional divisions	Market based divisions	Whole-of-client, whole-of-government, whole-of-ATO
Primary medium	Paper records	Paper moving to electronic records	Integrated digital solutions
Business design focus	Internally focused	Listening to the community	Foster willing participation by making it easy to get things right and hard not to
Risk culture	No risk tolerance	Risk aversion	Sensible risk management
Risk approach	No risk differentiation, random selection	Compliance model and risk differentiation framework	Tailored engagement based on risk
Compliance focus	100% assessment	Risk based reviews and audits	Increasing voluntary compliance

What people told us they need in the future

During our community consultations, we explored what people needed to help get their tax and superannuation right and make the experience easier for them.

Clients

Fix the basics:

Remove irritants with the things I use frequently, for example make information on ato.gov.au easier to find and understand
Minimise red tape
Help me to be aware of my entitlements and obligations.

Foster confidence and trust:

Give me certainty of my tax and super position, in a timely way. Let me know quickly when you notice something isn’t right and help me to resolve it
Deal with people who are not complying or who are abusing the tax or superannuation systems.

Tailor my interactions:

Provide interactions which are easy to access, secure, timely and available at a time that suits me, and are professional and respectful
Work with other government agencies and intermediaries to improve my whole-of-system experience
Keep pace with technology trends making services contemporary and easy for me to get things right.

Help me navigate complexity:

Provide information and services which are tailored to my behaviour and situation, and are easy to find and understand. This will help me to get things right and avoid mistakes
Foster excellent working relationships through early engagement
Provide the right advice at the right time.
Show me what I need to do, particularly when my normal practices have to change.

Staff

Fix the basics:

Remove irritants from the tools I rely on
Minimise red tape, including empowering me to make decisions and be accountable
Raise my awareness of how I can enact change by giving me practical examples that I can build on and easily use.

Valued and supported:

Respect me for my experience and skills, and trust me to use them
Listen to my suggestions and feedback
Give me strong, consistent leaders who support my development, provide clear expectations and guidance and who deal with underperformance.

Effective tools and processes:

Show me what I need to do, particularly when my normal practices have to change
Give me access to technology and law that enables me to get the job done
Communicate in a way that is consistent, timely, tailored, and honest, so I understand the practical implications for me and my work.

Guiding principles for our transformation

Five principles will guide our transformation of the client and staff experience.

Principle 1: Easy to get things right

Contemporary digital experiences provided in the way people expect
Strong relationships support the right outcomes
Integrated with natural systems used in day-to-day life and red tape is minimised
Emphasis on prevention before correction
Design of the system is agile and responsive to change and demonstrates our commitment to continuous improvement
Right information and services at the right time. Answers are easy to find and understand.

Principle 2: Tailored experience

Interactions are tailored and reflect people’s behaviour and circumstances
Expectations and accountability are clear. Clients and staff understand what they need to do
Use of data and information anticipates needs, tailors services, is efficient and identifies areas of concern early, and helps to get things right.

Principle 3: Excellent service

Interactions are professional, respectful and timely
Easy access to required services and information in a secure and timely way
Commitments to government and the community are met
We measure and report on what is valued by government and the community
We provide accurate information that can be relied on and understood.

Principle 4: Fair and respectful treatment

Contributing to effective tax and superannuation systems is valued
Transparency and early engagement lead to increased certainty
Focus on enhancing community confidence for clients and staff.
Different views are heard and considered
Action is taken on issues with openness, empathy and integrity
Quality, pragmatic decisions are made in a timely manner
Different perspectives are taken into account in determining outcomes and resolving disputes if they arise.

Principle 5: Service delivered in the most effective and efficient way

The ATO may not always be the provider of services to the community. The ATO will partner with service providers to deliver efficient and effective services

Focus is on a whole-of-client experience

Working collaboratively within the ATO, across government and with the community to achieve the best outcomes.

Tailored engagement based on risk

We take a risk-based approach and our interactions will be based on behaviours and choices.

We will tailor our future engagement with people according to the risk we believe their behaviour and affairs present to the tax and superannuation systems. Our approach will be determined by the complexity of people’s situations, the transparency of their affairs and their behaviour and choices.

Minimal touch

Minimal effort is needed to meet tax and super obligations and there will be minimal interaction with the ATO.

For example:

Clients with straight forward affairs who try to do the right thing.
Clients who have transparent affairs, including items like employment income and investment income which is shared with the ATO through third parties.

Low touch

Whilst still low, a slightly increased level of effort or attention for clients who need to access tax and super information, services and tools to meet their particular needs.

For example:

Clients who need advice or information to help them get things right.
Clients who are willing to engage with the ATO, such as contacting us to organise a payment arrangement.
Clients who may need gentle reminders to help get things right.
Clients with reasonably transparent affairs, such as, having to include information in your tax return that has not been prefilled.
Business which use software that automatically calculates and reports information.

Medium touch

An increasing interaction level for clients who seek our support and advice on tax and super matters when they encounter something new or complex, or who need increased assistance to get things right.

For example:

Clients with low transparency will have the ATO engage proactively to understand their affairs.
Clients who need advice, services or information to help them navigate more complex tax and super issues.
Clients who may need firmer reminders to help get things right.
Clients who need higher levels of certainty around their tax and super affairs.

High touch

Increased attention from the ATO.

For example:

Clients with more complex affairs receive strong levels of support and engagement in relation to tax and super matters.
Clients who are not transparent will have increased ATO attention to understand their affairs.
Clients who take a position on the law different to the ATO, should expect increased focus to resolve the differences.
Those choosing not to comply or who regularly take controversial interpretations of the law will receive intense attention from the ATO.
Those who abuse the tax and superannuation system will be dealt with using the full force of the law.

Key changes to meet client needs

We’ll tailor products and services to your needs. You’ll find it easier to get things right.

The future client experience will deliver contemporary products and services that focus on client needs and make it easier to get things right and hard not to. We will:

fix the basics
foster confidence and trust by providing certainty and acting with integrity
tailor interactions to client needs
help clients to navigate the tax and superannuation systems.

We’re already working towards delivering these future experiences. But some changes will take more time than others – and delivery will be influenced by a range of factors, including legislative direction, finance and our work with other agencies.

Individuals

Better services across government through an individual profile to deal with government online and in a single place.
Make it easy by telling government once and knowing government work together to improve services.
My circumstances are understood with tailored engagement and services based on behaviour and choices.
Right tax at the right time through a personalised tax rate and withholding at source.
A minimal touch through a streamlined tax and super experience.

Small business

Better services across government through a single and secure entry point to online government services.
Make it easy by telling us once.
More time for business through integrated digital solutions between ATO, tax agents and business.
Getting what I need when I need it with service anytime.
My circumstances are understood with tailored engagement based on circumstances, behaviour and choices.

Privately owned and wealthy groups

The value of conversation through excellent working relationships with the ATO.
Getting what I need when I need it with access to the right services for each circumstance.
By being open about my affairs, I know where I stand and the transparency of affairs allows the ATO to help clients and tailor services.
My circumstances are understood with tailored engagement based on tax risk, including behaviour and choices.

Publicly listed business

The value of conversation through excellent working relationships with the ATO.
Our contribution is recognised with customised service for Australia’s largest taxpayers.
We know where we stand through regular and purposeful engagement.
Our circumstances are understood with tailored engagement based on business size, complexity and behaviour.

Not for profit: charities

Better services across government with a single and secure entry point to online government services.
Strong confidence in the sector through a transparent public register that provides integrity in the system.
More time to run my charity by having the right services when needed.
My circumstances are understood with tailored engagement that includes timely, proactive services.

Intermediaries: tax agents

Partners in the tax and superannuation systems through excellent working relationships with the ATO, and acknowledging agents’ collective role in improving compliance.
Adapting to change with an evolving business model that reflects broader environmental changes.
One place to interact with a single and secure entry point for online government services and information.
Make it easier with integrated practice software which links to client’s software and the ATO.
My circumstances are understood with tailored engagement based on circumstances and client preferences.

Intermediaries: software developers

Partners in the tax and superannuation systems by implementing solutions that make compliance with tax and superannuation systems a by-product of core business activities.
Adapting to change by understanding and responding to the ongoing broader environmental changes.
Make it easier with software solutions that seamlessly interact with the ATO and government.
Shared journey by understanding operating environments and working together to capitalise on opportunities.
Right people, right time allowing for tailored engagement.

Superannuation: APRA regulated super funds

Make it easier with digital and seamless interactions.
Better services across government by telling us once, through natural processes.
Getting what I need when I need it so information and advice is timely and tailored to circumstances.
The value of conversation through excellent working relationships with the ATO, resulting in good outcomes.

Regulatory functions

Superannuation: Self-managed super funds

Make it easier through a single entry point to access information and services.
More time to grow my savings by having integrated digital solutions which save time.
Minimise red tape through streamlined reporting and administrative processes
My circumstances are understood, allowing tailored engagement as a result.

Excise payers

Trusted to manage obligations by being approved to operate and manage highly valuable commodities.
Make it easy by telling government once, through natural systems where possible.
More time for getting on with business by managing obligations through integrated digital solutions.
Getting what we need when we need it by having services available anytime.
Our circumstances are understood allowing for tailored engagement.

Key changes to improve the staff experience

We’ll set up our staff for success in their work, putting clients at the centre of everything we do.

Our staff asked us to develop the capabilities and expertise required to succeed. We’ll support our people to broaden their knowledge and expertise and deliver a contemporary client experience. We will:

empower our staff to make decisions
value our staff and make them feel valued for their contribution
give our staff the right tools and resources to do the job
fix the basics, quickly identifying and addressing any irritants and blockers.

Major areas of change and support for our staff
	Team member	Team leader	Specialist	Senior leader
Major areas of change for our staff	Feel trusted	Build trust	Trusted source	Champion trust
	Embrace growth	Encourage growth	Create growth	Drive growth
	Achieve excellence	Drive excellence	Drive excellence	Define excellence
	Supported to perform	Support to lead	Supported to perform	Lead change
Support for our staff through change	Clearly defined career pathways, mentoring and mobility opportunities. A physical and digital environment suited to staff needs. Effective leadership programs. Opportunities for development that align to business needs. Tools to support innovation, knowledge transfer and social collaboration.	Clear communication of leadership expectations at all levels. Tools and access to the right people, resources and information to do their work. Supported to enhance leadership skills through structured development programs. Acknowledged and supported to have quality, frequent discussions with staff as appropriate.	An accountability strategy that defines responsibilities and expectations. Recognised as a trusted source and respected for their expertise Tailored secondment and rotation opportunities within specialist fields. Supported to expand and enhance professional and peer networks. A knowledge transfer process and tools to share expertise and experience.	A process to ensure leadership is visible and the right connections to information and people are made. A process to ensure senior leadership is visible through the right networks. A performance system that supports senior leaders to set clear expectations and reward good behaviour. Identify and develop staff with senior leadership potential and build capability.

Our emerging culture

Our culture is the way we do things at the ATO. It underpins how we create the right experience for our clients and our staff. Cultural change supports our commitment to making our reinvention a reality.

We want our people to be:

Client focused

We put clients, external and internal, at the centre of everything we do.

United and connected

We work as one team to deliver the right outcomes for the community.

Empowered and trusted

We are supported to take ownership, exercise judgment and make reasonable decisions.

Future oriented

We will be flexible and adapt to meet immediate and future challenges.

Passionate and committed

We are passionate about our role in serving the community. We bring professionalism, energy and determination to everything we do.

We also want to create enduring cultural change. To achieve this we will focus on:

leadership and accountability
values and behaviours
rewards and consequences
workforce
practices and processes
underpinning systems and structures.

Last modified: 22 Aug 2016QC 49621