Survey-based metrics

Metric	Description	Measure
S1	Community Confidence factor - Easy	1.1
S2	Community Confidence factor - Helpful	1.2
S3	Community Confidence factor - Timely	2.2
S4	Community Confidence factor - Effective	2.3
S5	Client survey – In the past 12 months, the ATO appears to be integrating its services better with other government departments	4.1
S6	Perceptions of fairness in disputes	5.4
S7	Community confidence in the ATO	5.2
S8	Community Confidence factor - Fair	5.2
S9	Working together - Partner perceptions of how the ATO is working together with them to administer the tax and superannuation system	6.1

Results – survey-based metrics

Metric	Result(5)
	2018–19	2019–20	2020–21
Metric S1 – Community Confidence factor – Easy	65/100	67/100	70/100
Metric S2 – Community Confidence factor – Helpful	68/100	69/100	71/100
Metric S3 – Community Confidence factor – Timely	63/100	64/100	66/100
Metric S4 – Community Confidence factor – Effective	63/100	64/100	66/100
Metric S5 – Client survey – In the past 12 months, the ATO appears to be integrating its services better with other government departments	61/100 individuals (48% net agree) 61/100 business (46% net agree)	63/100 individuals (51% net agree) 62/100 business (50% net agree)	63/100 individuals (53% net agree) 64/100 business (53% net agree)
Metric S6 – Perceptions of fairness in disputes process was fair final decision was fair	53/100(6) (49% net agree) 59/100(8) (57% net agree)	57/100(7) (52% net agree) 66/100(9) (65% net agree)	57/100 (54% net agree) 58/100 (58% net agree)
Metric S7 – Community confidence in the ATO	65/100	66/100	68/100
Metric S8 – Community Confidence factor – Fair	61/100	64/100	68/100
Metric S9 – Working together – Partner perceptions of how the ATO is working together with them to administer the tax and superannuation system	64/100	67/100	71/100

Note 5: Performance target for all survey-based measures is improved or broadly stable compared to the previous year result.
Note 6: Result was incorrectly published as 57/100 in the 2018–19 ATO Regulator Performance Framework self-assessment report.
Note 7: Result was incorrectly published as 61/100 in the 2019–20 ATO Regulator Performance Framework self-assessment report.
Note 8: Result was incorrectly published as 67/100 in the 2018–19 ATO Regulator Performance Framework self-assessment report.
Note 9: Result was incorrectly published as 63/100 in the 2019–20 ATO Regulator Performance Framework self-assessment report.
 

Overall results for ATO survey-based metrics improved significantly in 2020–21. We use community perceptions to understand the changing expectations of the community over time, respond to concerns we are hearing, and build trust and confidence.

We undertook 9 survey metrics, with a total of 11 results (including sub-components of metrics). Of these 11 results, compared to 2019–20:

• two improved by four index points
• one improved by three index points
• five improved by two index points
• two remained stable
• one declined.

Community confidence in the ATO was tracking above target throughout the 2020–21 year.

In the first quarter, confidence was at its highest ever point of 70/100, reflecting our ability to deliver COVID-19 stimulus packages, while maintaining the quality of the tax and superannuation systems. The results reduced slightly over the next three quarters to 67/100 for quarter four.

The overall confidence score for 2020–21 was 68/100, which is higher than the 2019–20 score of 66/100, and above the target of 65/100.

In 2020–21 the overall result for partner perceptions of how the ATO is working together with them to administer the tax and superannuation systems was 71/100. This is an increase of 4 points on the previous year and achieves the target of equal to or better than the 2018–19 result (64/100).

This measure captures perceptions from tax professionals, APRA-regulated superannuation entities and DSPs. Perceptions across DSPs and APRA funds have significantly improved again this year.

The improved result reflects our continued investment in enhancing our partner relationships, including:

• co-designing the early release of super (ERS) policy response to COVID-19 with the APRA fund industry – over three-quarters of industry participants involved were satisfied with the level of engagement and consultation
• engaging with APRA funds to produce guidance about existing initiatives such as re-uniting superannuation and the implementation of SuperStream rollovers version 3
• engaging with DSPs to provide support around new initiatives, responses to economic stimulus measures, product roadmaps, industry perspectives and challenges, and knowledge sharing – to collectively deliver benefits to the community
• supporting tax practitioners with their lodgment requirements through deferrals and a flexible, empathetic approach as part of our ongoing natural disaster and COVID-19 response, and providing ongoing assistance with Online services for agents
• keeping tax practitioners and their representative bodies informed through the Tax Practitioner Steering Group, the Key Agent Program, speaking events and dedicated tax practitioner communications.

Community perceptions of our fairness also increased by four points to 68/100, reflecting our ongoing focus on improving timeliness. In regard to disputes, perceptions that the process was fair remained stable, while perceptions the final decision was fair declined by eight points, broadly reverting back to 2018–19 levels.