Digital Transformation at the ATO: The Design Imperative

DigitalTransformationattheATOAconversationaboutthedesignimperative:creatingvaluethroughevolvedoperations

CraigFoxDeputyCommissioner(Acting)

ServiceOperations,ATO

JustinBarrie,MelEdwardsPrincipals

DesignManagersAustralia(DMA)

Howdoweshiftfrom‘servicemanagementofsystems’to

‘runningthebusinesswithITservices’?

DesignManagersAustralia(DMA)storywiththeATO

HowmightwerunasanITservicemanagementbusinesssupportedbyamulti-vendorenvironment?

Howdoweensurethatour‘runthebusiness’meansthe

experienceandperformanceofthoseservicesisrunningoptimallyanddelivering

outcomesforbusinessownersasdesignedandbuilt?

Howdoweevolveourcapabilitiesfrom‘dataandinformation’to‘insight

andintelligence’?

Howdoesatechnologyviewmovetowardsaservice view?

Howdowemeasureservicesarehealthy,servicesare

contemporary?

StrategicIntent• Isitunderstood?• Doesitflowthroughthe

waywework?

OperatingModel• Isitdrivingtherightdecisions

aboutwhatwedo?• Havewegottherightcapabilities

andpeopleintherightplaces?

ServiceDeliveryArchitecture• Connect<>Interact<>Transact<>CompleteIsthisarobustmethodology?•Doesitsupportdelivery?

HowdoourstrategicopportunitiesTransformIT

Services?

Howdoweaddvaluetobusinessthroughsolutions,notjustresolvingincidents?

AustralianTaxOffice(ATO)story

Digitalis:• Changing ourapproachtosupport.• Changing ourapproachtosourcing.• DrivingWorldClassInfrastructure.• Shaping productionoperations.

Changeiseverincreasing,somustweevolve.Thatcanmeanoneoftwothings:

1. Howdowebuymore?2. Howcanwecreatemorevaluefor

theorganisation,beyond“infrastructureprovisioning”?

Thedesignimperative

Today:Exploringthedesignimperativethroughconversation

Clienttransactions,relationship,service

OperatingModelwhodoeswhat,when,

whereandhow

Eco-systemrelationshipstovendors,otheragencies,emerging

Valuewhatweofferandwhy,howwe’remeasured