Jane will discuss the reinvention journey for the ATO over the last three years including the digital achievements, community and business engagement and cultural shifts required by both the staff and the community. How do you inspire the community to be willing participants in the Tax and Super system? How do you move an organisation with over 105 years of proud history and tradition ably supported by conservative but perhaps risk adverse thinking to an agile, innovative and digital organisation? The ATO approach to designing the customer and staff experience blueprint has been an evolving capability. Who are our customers and what does client-centred mean when your product is regulation? This is about changing mindsets from compliance to client focused but keeping the balance right. Mapping capabilities and skills is required to support a changing business model and service delivery channels but ensuring the support to transition is there.
“Kulcha” is the key! But technology certainly helps.
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