Director, Service Delivery, Client Account Services
Australian Taxation Office
This case study examines how the ATO has transformed and expanded its traditional face to face service offerings to support clients with accessing and utilising our digital and online services, with a particular focus on the changes made to its Shopfronts over the last few years.
- Transforming the service offered in our Shopfronts from traditional basic and transactional to providing digital education and support
- Supporting and enhancing the digital capability of our staff to support clients
- Reaching out into the community to provide additional support