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Institutionalizing Digital Design: How the Australian Taxation Office “Makes it Easier To Comply”

Title Author(s) Type Topic(s) Comments Date
Institutionalizing Digital Design: How the Australian Taxation Office “Makes it Easier To Comply”Reynolds, PeterResearch BriefingDigital Innovation22013-06-20
Abstract: As digitization in the business world continues to increase, the stakes are raised for every enterprise to produce great digital products and services. Top-performing firms are realizing, however, that they can’t fully deliver digital products using pre-digital organizational structures, skills, and processes. What’s necessary is often a fundamental shift in the way an enterprise thinks about design and the value it brings. In this briefing, we describe how the Australian Taxation Office (ATO) is successfully meeting this challenge. By making design an enterprise capability, they have not only increased compliance, but maximized value for customers, intermediaries, and the enterprise.

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September 19, 2013

Would you be able to provide a monetary figure for the business value of the Enterprise Architecture function at ATO, perhaps as a % of Revenue generation ? What are your thoughts on a having four Enterprise Architecture teams ?

September 23, 2013

Hi Leo, We studied the digital design function, which exhibited impressive monetary benefits in the case. For example, in 2012 the ATO matched over 600 million items for 12.4 million individuals, saving the ATO $920M in administrative costs and citizens huge amounts of time. There was also increased compliance which provided even greater savings.

The ATO maintains four digital design teams. It assigns designers specific roles in 1) engaging with the business or customers, 2) owning the design of internal- and/or external-facing systems, 3) building new solutions, or 4) improving the design practice. There may be other solutions, but this works well for the ATO because there is less conflict across the organization among designers who each may feel they own a channel, an application, or part or all of the customer experience.

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