Pre Release Notice - ATM for ATO Outsource Labour for Service Delivery Panel

⁠⁠⁠This is a pre-release notice only to provide advanced notice for the upcoming ATM.

Interested suppliers are advised that the Commonwealth of Australia, as represented by the Australian Taxation Office (ATO), anticipates that on or around the 13 October 2015 it will be approaching the market, via AusTender, with a view to establishing a panel arrangement for the provision of ATO Outsource Labour for Service Delivery.

The ATO has maintained outsourced contact centre arrangements since 2006, which in 2012 were enhanced to include a multi-supplier outsource model. These contracts are due for expiry in 2017 and currently operate as follows:

* ATO-secure, dedicated, supplier premises;
* Australian Citizen based workforces;
* Adheres to ATO process and content for customer service delivery;
* Multi-supplier, competition based - delivering greatly improved value and effectiveness to the ATO;
* Evolved Performance KPIs with a balanced scorecard approach;
* Best performing and highest value Supplier/s are 1st considered for any additional work;
* Commercial Frameworks to support service delivery work - ‘cost-per-second’ based for Activities produced;
* Includes flexible workforce designs to reduce ATO business burden associated with seasonality;
* A current capacity of approx. 700 FTE+;
* Includes service delivery work types - eg. telephony, activity processing, webchat, etc.; and
* Service coverage extends to 24/7 to meet changing ATO service needs.

The above outsourcing model has been highly successful for the ATO and to support this continued operation, the ATO is looking to establish the following:

* A Panel of suitable suppliers for potential awarding of ATO work requirements. Suitability will be based on, but not limited to, the below:
  * Large-scale workforce and service delivery capabilities
  * Track record in delivering similar services, volumes and outcomes with projected timeframes
  * Flexibility and scalability to rapidly expand capacity; and
  * Account management expertise and a commitment to enhance service delivery outcomes for government
* The ability for other agencies to potentially utilise these arrangements; and
* Less focus on the actual work-type definitions, but rather focusing on the supplier workforce capability and commitment to performance.