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  • Combined user goals and needs

    Based on the existing research findings gained from Australian medium to large business and tax agent employees - who closely match the Simplified GST user attributes (bar jurisdiction) - we initially created a list of non-resident user goals and needs assumptions to provide early guidance for the development of the authentication solution for the Simplified GST system which we progressively updated and shared with stakeholders as we engaged with end-users and decision makers.

    The below is a final list of validated user goals and needs.

    For both the authentication solution and Simplified GST

    For the online experience overall, the following shows a break down across audiences of user needs reported by both decision makers and end-users of the system.

    Legend:validatedvalidated, invalidatedinvalidated, unsurebased on 28 replies logged 1

    Choice of device

    User needs and goals

    Overall

    Australian tax advisor

    Non- resident bus. staff

    • Preference for a desktop/laptop version
      • Not everyone in the business receives a business phone
       
     

    Most

    desktop & laptop

    validated100%

    desktop & laptop

    validated44% desktop

    validated90% laptop

    In many cases, IT policy does not allow use of business nor personal phones to access and use corporate systems and conduct business with the ATO on behalf of clients

    IT policy and work practices prevents

    validated50%

    n/a

    Mobile phone access for ‘view’ access only. No editing of ‘client data’.

    View only

    validated50%

    validated90%

    Use of personal devices (generally laptop and if phone then for emails only)

    Personal devices are used

    validated33% personal

    validated44% personal

    1 Some of these might be conflicting as applicability depends on the particular audience. Not sure what this means 

    Visibility of system status

    User needs and goals

    Overall

    Australian tax advisor

    Non-resident bus. staff

    System availability alerts

    Very important

    validated88%

    validated89%

    NESB language support

    User needs and goals

    Overall

    Australian tax advisor

    Non-resident bus. staff

    • Australian tax advisors thought language support was more important than non-resident business respondents.
    • Languages - Languages mentioned were:
      • European languages, French, German, Spanish
      • ‘Asian’, Cantonese, Mandarin, Japanese
      • Russian
      • A nice to have but not required. Generally staff in the target audience speak English.
       
     

    Not important

    Nice extra

    validated47%

    validated11%(1)

    Error recovery and support - Availability of assistance and instructions at the time needed.

    User needs and goals

    Overall

    Australian tax advisor

    Non-resident bus. staff

    24 hour assistance and support – only Australian business hour assistance expected

    Not expected

    validated64%

    validated22%

    Expert admin and access support

    Important

    validated88%

    validated67%

    Secure messaging within system or via email

    Very important

    validated64%

    validated45%

    Safe and secure interactions

    User needs and goals

    Overall

    Australian tax advisor

    Non-resident bus. staff

    • Confidence personal and business information is secure
      • Same level of security expected as for any other ATO online systems
       
     

    Extremely important

    validated100%

    validated100%

    Ability to set up the credential when first interacting with our systems

    User needs and goals

    Overall

    Australian tax advisor

    Non-resident bus. staff

    When registering the non-resident business for GST reporting in Australia

    Most

    Image of a green tick indicating validated replies.100%

    Image of a green tick indicating validated replies.67%

    The first time they report/pay GST for the non-resident business

    Some

    0%

    Image of a green tick indicating validated replies.11%

    As soon as possible when they first find out the non-resident business has an obligation/when the client tells them to (at least a month before the 1 July 2016)

    Most advisors

    validated64%

    validated11%

    Anytime, independent of reporting obligations for a business

    Some

    validated17%

    validated11%

    Access controls to support the business preferred way of working

    User needs and goals

    Overall

    Australian tax advisor

    Non-resident bus. staff

    Change access details, like name and passwords

    Very important

    100%

    validated89%

    Differentiate between an administrator and general user

    Very important

    100%

    validated33%

    unsure55%

    • Easy and tight management of team/staff access - Set different levels of control for different users:
      • Edit and save
      • Edit and lodge/submit
      • View only
       
     

    Very important

    validated100%

    validated67%

      Last modified: 03 May 2018QC 55175