• Attachment B

    ATO Enterprise Agreement corporate outcome measures

    Measure

    Target

    Revenue collections

    Maintain collections in line with budget forecasts (accounting for changes in economic conditions and tax policies).

    Debt collections

    Maintain collections in line with budget forecasts (accounting for changes in economic conditions and tax policies).

    Professionalism

    Maintain survey benchmark at 3.7 (on a 5 point scale) or above.

    Service standards

    Maintain index at 1.0 or above.

    Technical quality

    Maintain commitment to the Integrated Quality Framework, as demonstrated by:

    • product result trends against quality indicators as aggregated in biannual and annual IQF reporting
    • continuous improvement trends for key processes and products
    • conformance with and application of the IQF by business lines and capabilities, and
    • alignment of the IQF with best practice.
     

    Capable and engaged workforce

    Achieve at least 90% of measures in the people plan.

    Information security

    Achieve 5% or less of surveyed work points in breach of the clear desk policy.

    Note: An annual review is conducted on Corporate Outcome Measures.

    ATO enterprise agreement 2010-11 Service Standards

    Service Standard

    2010-11 Enterprise Agreement Standard

    2010-11 Enterprise Agreement benchmark (%)

    Registrations

    Registrations - Commissioner of Taxation

    28 days

    93.0

    Registrations - Australian Business Register

    28 days

    93.0

    Lodgments

    Electronic tax returns - individuals

    14 days

    94.0

    Electronic tax returns - taxable non-individuals

    14 days

    92.0

    Paper tax returns - individuals

    42 days

    80.0

    Paper tax returns - taxable non individuals

    56 days

    80.0

    Paper credit activity statements

    14 days

    85.0

    Electronic credit activity statements

    14 days

    92.0

    Electronic debit activity statements

    14 days

    95.0

    Paper debit activity statements

    42 days

    90.0

    Refunds and payments

    Refund of overpaid tax

    28 days

    90.0

    Superannuation holding accounts special account payment request

    21 days

    80.0

    Excise fuel schemes claims

    14 days

    92.0

    Enquiries

    Automated email response

    3 days

    90.0

    Inbound correspondence

    28 days

    85.0

    Private written advice

    28 days

    80.0

    Telephone general enquiries

    5 min

    80.0

    Tax practitioners' premium telephone service enquiries

    2 min

    90.0

    Visit general enquiry service

    10/15 min

    90.0

    Amendments and objections

    Electronic amendments

    28 days

    90.0

    Paper amendments

    56 days

    75.0

    Review of private written advice

    28 days

    85.0

    Review other than of private written advice

    56 days

    70.0

    Audits

    Audits and reviews finalised

    7 days

    99.0

    Errors

    Clerical and administrative errors

    21 days

    70.0

    Complaints

    Complaints - initial contact

    3 days

    85.0

    Complaints - resolution

    21 days

    85.0

    Note: An annual review is conducted on service standards and benchmarks. These changes are not taken into account when calculating the index for corporate outcomes measures but may be discounted in line with clause 11.2.

      Last modified: 02 Dec 2011QC 24167