Provision of an Interactions Centre Solution

The ATO is seeking a single service provider to deliver a managed service including the provision, implementation and transition, and ongoing managed services for an Interactions Centre Solution (ICS) that support the ATO's interactions and business transformation.

The new ICS will replace the current ATO Contact Centre and unlock significant technology opportunities, increasing the ATO's ability to harness automation, AI and digital innovation to improve the taxpayer and staff experience.

The Services include the provision, transition in and ongoing managed services for a modern Solution consisting of a set of products, applications, infrastructure and services that will provide a cohesive, scalable and multi-channel interaction platform that integrates with existing and future ATO systems.

Other Instructions:

Included with the RFT suite is a document map. This document map is provided to assist Tenderers in understanding the structure of the RFT documentation.

The ATO will be holding a virtual Industry Briefing for this RFT on the 22 January 2026 between 10:30am to 12:00pm (AEDT). In relation to the Industry Briefing:

• Attendance is not compulsory or a Condition of Response to the RFT, however, interested parties are encouraged to attend.
• Interested parties are invited to pre-register (by 5pm AEDT Wednesday 21 January 2026) their interest in attending the RFT Industry Briefing. After registration, a password will be provided for attendance at the webinar.
• The RFT Industry Briefing details are as detailed below:

Registration: https://ato.webex.com/weblink/register/r31ddf926942d5749163495e688d2219e

The ATO will record the event and will provide a link to the recording in AusTender via an addendum.

Tenderers are required to complete and return the Data Room Confidentiality Deed in the form contained in Part 6 — Additional Information to SPC-10676_InteractionsCentreSolution@ato.gov.au for access to the secure Data Room.

Please note that there is no contact phone number available, all correspondence for this tender is through SPC-10676_InteractionsCentreSolution@ato.gov.au.

Please be aware that a public interest certificate has been issued for this tender. The details can be accessed via the following link:

Public interest certificates | Australian Taxation Office

Conditions for Participation:

Refer to Section 23 - Conditions for Participation in the Conditions of Tender

Timeframe for Delivery:

The ATO proposes to enter into a Contract with the successful Tenderer by January 2027 for an Initial Contract Period of 5 years and two option periods with each option period being 3 years in duration.

Address for Lodgement:

AusTender at www.tenders.gov.au, in accordance with instructions in Request documentation.