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22 Sep 10 ANAO report on "ATO's implementation of the Client Contact - Work Management - Case Management System"

On 21 September 2010, the Australian National Audit Office (ANAO) issued a report entitled "The Tax Office's implementation of the Client Contact - Work Management - Case Management System". The system referred to in the report (the CWC) was implemented as part of the ATO's Change Program. The estimated total cost of the Change Program as at 30 June 2010 is stated at some $824 million.

In its audit brochure, the ANAO summarises its overall conclusion as follows:

"15. The implementation of the CWC has improved and transformed key aspects of Tax Office activity that support tax administration. The Integrated CWC system has provided a new approach to managing internal administration and communication arrangements with taxpayers, tax professionals and the community. The Tax Office now manages correspondence and work resulting from telephone calls on a national, enterprise-wide basis, rather than in a fragmented regional way.

16. The CWC has also provided a single platform for the Tax Office to manage active compliance casework on an enterprise-wide basis. This single platform has replaced approximately 180 case management systems that were previously operational across the Tax Office."

The audit brochure also states:

"19. The Tax Office has undertaken surveys to track whether clients have found interaction with the Tax Office to be easier, cheaper and more personalised following the CWC implementation. Not all changes in client experiences can be attributed to the CWC, as taxpayer attitudes are influenced by factors outside the control of the Tax Office and by other Tax Office initiatives. Overall these surveys indicated that clients were now finding it easier to deal with the Tax Office and the CWC underpins most interactions that clients have with the Tax Office."

For a copy of the ANAO report, go here

For a copy of the ANAO audit brochure, go here


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