We have identified 5 principles for 'being digital'. These guide our organisation in designing products and services that are consistent with our vision and goals.
Design for the user
- Use evidence, insights and co-design to create optimal end-to-end experiences.
- Anticipate future needs and behaviours.
- Continue enhancing staff experiences.
Imagine the possible
- Stop, think and look for the best outcome.
- Adopt a transformation mindset.
- Challenge existing limitations.
Leverage natural systems
- Leverage what our clients and users do and use in their everyday lives.
- Tap into the environment within which individuals and businesses carry out their daily activities.
- We take services to the user to make things easier and enable tax and super to ‘just happen’.
Sustainable digitalisation and benefits
- Design with re-use in mind.
- Leverage or re-use existing capabilities.
- Create solutions that are sustainable, adaptable and take a whole of ecosystem approach to solving problems and delivering benefits.
Integrity by design
Protect client information and our systems by evolving the way we prevent, detect and take action against fraud in our ecosystem.
What this means for our tax, superannuation and registry systems
There are 6 main steps that occur in the lifecycle of individuals and businesses through the Australian tax, superannuation and registry systems. Each of these may occur multiple times and in various orders depending on circumstances.
The strategy will deliver improvements and interconnectivity across each of these steps in the lifecycle.
This will impact experiences for taxpayers, their representatives and the ATO as described in the goals identified on the next page.
Goals have been identified for each step from both client and ATO perspectives.
Our digital programs focus on achieving these goals. Some have already been delivered via existing programs, while others will be delivered by 2025 or form part of our future aspirations.
Know and learn
Client goal – information can be viewed and managed with ease and convenience.
ATO goal:
- Our information and services are easy to locate and understand.
- Clients and their representatives, for example tax and BAS agents, can interact with our online channels using any device and their experience is comparable across all channels.
Register
Client goal – entry into the system is easy and secure.
ATO goal:
- Eligibility is assured prior to any registration event.
- People are accurately registered for all necessary tax obligations and accesses across the ecosystem, regardless of where that registration occurs.
Access
Client goal – easy, right and safe access to services.
ATO goal – we have confidence that the client or their representative is the same one who registered and has the authority to transact.
Lodge and report
Client goal: Knowing when and how to lodge and report is simple.
ATO goal:
- Lodgments occur with maximum pre-fill, with nudges in channel and context, and substantiation of claims where possible.
- Reporting is made at the right time, in natural systems and includes matched, verified and trusted data.
Pay
Client goal: Making payments is convenient and refunds are timely.
ATO goal:
- Paying and arranging to pay is seamless and supported in natural systems.
- We enable payments at the right-time or at the point of events through natural systems.
View, inform and respond
Client goal: Making it simple to view and know when to take action.
ATO goal:
- Clients and their representatives can easily view all account activity, respond to requests and queries and submit objections, transactions and requests.
- Information and guidance is clear, tailored and personalised.