The Australian Taxation Office (ATO) has chosen to extend its managed services contract with Optus Business.
As part of the agreement, Optus will continue to support voice and data services (mobile and fixed), contact centre and video-conferencing for more than 20,000 ATO end users across more than 35 locations throughout Australia.
The ATO’s contact centre operations are supported by voice authentication and unified communications.
Seamless customer interaction was a key focus for the ATO, as during the peak 2014 tax period (1 July – 31 October). The ATO managed around 6.2 million calls at an average of 69,000 calls per weekday, Optus said.
The vendor will also provided the ATO project services including office relocations, and application development projects to support digital innovation programs.
John Paitaridis, managing director, Optus Business said: “As a customer-focused organisation, the ATO needs to be able to connect with their customers seamlessly, especially in high demand times.
“We are delivering a large scale, enterprise-wide, multi-vendor environment tightly integrated to ATO’s core systems.”
Optus Business also delivers ICT services to the Department of Agriculture, Fisheries and Forestry, and last month the vendor confirmed it was joining the Federal Government’s Cloud Services Provider’s panel.