‘NEW’ BOSS AT THE ATO WANTS “SERVICE IMPROVEMENTS”
The (relatively) new Tax Commissioner, Chris Jordan (having been in the position for roughly 12 months), appeared before a Senate Estimates hearing on 26 February 2014 and said that the Australian Public Service Commission capability review set out some areas that the ATO could focus on.
The capability review identified that the ATO “did not have any particularly clearly articulated longer term strategy or positioning”.
He added that the review’s findings “did confirm some of my initial impressions”.
As a result, over the last 6 months the ATO has developed a new, longer term strategic plan for the ATO – called the ‘2020 Vision’.
Mr Jordan said the review has focused the ATO on “a lot on the service improvements” that it needs to make for taxpayers, and that he wanted to change that focus “to be more looking at the interactions that citizens have with the ATO and making those more contemporary”.
He admitted that the ATO has some shortcomings, such as “people not necessarily having a great sense of urgency around some of their activities; and around not having a full appreciation of the fact that time cost money.
“Time does have a cost to the organisation. Particularly, it does have a cost to the people who you are interacting with. So we have got to make sure people have a greater sense of urgency around that.”
Mr Jordan also said the ATO must make sure “we can actually put ourselves in taxpayers’ shoes to understand that a lot better.”
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