Australian Taxation Office adds to the list of Australian Government departments that have partnered with Qualtrics to help advance their experience transformation journey.
Federal Government agency Australian Taxation Office (ATO) has entered into a multi-year alliance with leading Experience Management (XM) company Qualtrics in a bid to enhance the delivery of citizen services across channels in real-time as well as drive community engagement. Harnessing Qualtrics CustomerXM, the Government’s principal revenue collection agency intends to listen to the voice of customers and achieve a comprehensive knowledge of the citizens’ experiences.
“By focusing on listening and acting on feedback to continually improve delivery and ensure services and support are able to address evolving and diverse needs, government agencies like the ATO have an incredible opportunity to strengthen relationships with the people they serve,” stated Phillip Bland, Principal Industry Advisor Public Sector Solution Strategy ANZ, Qualtrics.
Australian Taxation Office Advancing Experience Management
Over 750 government departments and agencies around the world, including 150 in Australia and New Zealand have partnered with Qualtrics for its innovative end-to-end solutions to help them accelerate their experience transformation journey as well as boost confidence and public trust in government. In the recently released SAP 2022 First Quarter financial report, Qualtrics’ stellar financial performance driven by renewal rates and massive adoption of Qualtrics Experience Management solutions by customers worldwide including the Australian Taxation Office was highly commended. Qualtrics segment revenue achieved a massive 58{8bf2b29f36318f0ac46ab1cc03d7035abce669a1cea16c9ed62389a818fa22fd} growth to €320 million year over year, up 48{8bf2b29f36318f0ac46ab1cc03d7035abce669a1cea16c9ed62389a818fa22fd} at constant currencies in Q1.
The recently announced long-term strategic Qualtrics- ATO partnership will be leveraging the CustomerXM platform to help the Australian government agency gain better visibility of customer feedback on its services. Aside from allowing ATO to efficiently act on pressing customer concerns, the platform empowers the department to streamline processes and offers stakeholders transparency on citizen experiences.
In addition, the collaboration also intends to gather in-depth insights to drive product and service innovation by conducting a study among Australians and tax advisers. Through Qualtrics’ user-friendly tools and expertise in experience management, ATO can promptly turn data into actionable insights to deliver optimal experiences to staff and citizens.
Partnering with the Government
The Australian Government has pre-qualified Qualtrics as a provider of digital solutions allowing government agencies across NSW, VIC, QLD, ACT, WA, SA, TAS, NT, and WA to purchase the XM Platform using standardised contracts. The Qualtrics XM Platform has passed the assessment of the Information Security Registered Assessors Program (IRAP) up to and including the PROTECTED level security controls of the Australian Government Information Security Manual (ISM).
Aside from ATO, the Department of Home Affairs, Department of Health and Department of Defence have also deployed Qualtrics XM solutions. For instance, the Department of Home Affairs leveraged Qualtrics to gather insights on how to expand the appreciation of Australian citizenship, including the privileges and obligations underscored in their Australian Citizenship Report. Qualtrics also has a strong network of implementation partners, such as EY, Accenture, Deloitte, PwC, DXC, and Infosys that have proven track record of advancing experience transformation across government in the ANZ region.
