Australian Tax Office Improves Service and Incident Management
The past decade has witnessed profound change to government agencies and their interaction with customers. Driven by the accelerated pace of Internet usage and more demanding users, many agencies are re-evaluating the way they do business. Responsible for collecting more than 90 percent of revenue at the Federal Government level, the Australian Taxation Office (ATO) understands the importance of providing exceptional support for the organization’s key business applications. Recognizing the limitations of its legacy information technology systems, the ATO began an effort to modernize its IT infrastructure.
In 1999, the ATO established a partnership with HP that was designed to provide a business infrastructure, streamline the IT environment and ensure trouble-free peak taxation periods. Through this partnership, the results have been significant, with almost 100% system availability during peak periods and a 63% reduction in outages. At the same time, the ATO benefits from a broader experience base and the confidence to satisfy a customer base that is migrating the Internet and electronic lodgment.
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