To improve our service offerings and better support the increasing number of digital service providers (DSPs) working with us, we have:
- changed the way we engage with you.
- increased resources in the Digital Partnership Office (DPO) to better provide you with tailored support.
This model offers tailored support by assessing DSPs against criteria to determine the type of support they require, while maintaining our service offerings and standards.
What this means for you
The two-tiered service model allows us to better support digital service providers through the various stages of the software development life cycle. With increased resources in the DPO we are able to:
- provide tailored support based on the DSPs individual situation
- allocate the most appropriate internal resources to handling the enquiry or issue – that is, the person who is most skilled to respond to the DSPs issue
- increase the number of resources available to support DSPs
- future proof the two-tiered service model by aligning to contemporary agile development practices.
Under this model, you will contact the Digital Partnership Office (DPO) with any enquiries, rather than an Account manager.
The two-tiered service model
In the two-tiered service model, new and existing digital service providers will be assigned either Tier 1 (T1) or Tier 2 (T2) category.
DSPs assigned to a T1 or T2 category will receive the same service offerings regardless of their category as a result of this change.
- T1 digital service providers- will be assigned a dedicated DPO contact to work with them throughout the software development life cycle. However, in some instances another DPO team member may respond to an enquiry if they are the most skilled to resolve the query or issue. The dedicated DPO contact will oversee these queries and issues due to the nature of their business – volume, complexity and size.
- T2 digital service providers - will be assigned the most appropriately skilled DPO team member to resolve the query or issue.
To determine which DSPs should be classified as T1 the ATO has considered a range of different factors. For example, these include:
- Whether the DSP is an approved Super Gateway, or Single Touch Payroll (STP) Sending service provider (SSP) for multiple payroll products (excluding their own).
- Whether the DSP is providing an eBMS client solution.
- The size of the DSPs market share and /or practitioner lodgement service (PLS) transaction volume.
- The strength of our partnership and collaboration with the DSP (this includes things such as their membership and attendance in ATO engagement forums; their history of participation in ATO consultation and co-design events; and whether they have been an early adopter of ATO services and thus, assisted us through resolution of issues).