The future client experience software developers, 27 October 2015
"If you had to buy space in a development queue, what would you buy? Would you still do it?"
- Keep me informed on when you will get back to me and if things change, keep me updated.
- Rethink the key performance indicator's for taking risk.
- The ATO needs to explore ways to share information and data to add value.
- Don’t give us 100 page documents we have to sift through
- Decisions can be slow and we often never find out why a decision has been made.
Wholesale refers to the provision of web-services to the industry to value-add their software offerings to clients. Retail describes channels the ATO provides to support self preparers like the portal, myTax and paper based forms. The usage of both these services is "neck and neck"
When measuring the gross revenue collected, retail far exceeds wholesale. The main usage of the retail channel is for GST which could indicate that perhaps many business software users keep their records electronically but lodge manually. This is the first time we have assigned figures to the channels and it is a work in progress to better understand the distribution.
Since it's people who are important let's look at the software developer community...
- 1952 individuals keep informed by subscribing to the new software developer community weekly newsletter.
- 192 software developers are engaged with the ATO through the software developer community network.
- 85% of businesses use IT for accounting.
- 1528 commercial software publishing busineses, of which over half potentially require engagment for tax and super matters.
Getting down to business
After listening to our senior leaders and the voice of our partners, we identified pieces of work that will be needed to deliver the future experience for software developers.
"If you were Lesley Slevin, experience lead for software developers, what would you do first to improve the software developer experience."
- Clear messages - Messages from the ATO are not clear, software developers need to understand what the ATO needs, account managers have helped towards achieving this.
- Account managers - Account managers and the services they provide need to evolve, they need to know and understand the developers, the environment and what impacts us.
- Demonstrate the value - The ATO needs to demonstrate the value of administrative change to the community.
- Understand the environment - Planning is great but the software lifecycle for developing apps and responding to the community is much shorter than the plan you are creating.