Serco renews its contract with the Australian Taxation Office | The ...

Serco has successfully renewed its contract with the Australian Taxation Office (ATO) to provide contact centre services to Australian taxpayers, businesses and tax professionals on a diverse range of taxation and superannuation related issues.

Serco has been in partnership with the ATO for four years (previously operating as Excelior until Serco?s acquisition in 2011), providing trusted, quality services from three contact centres in Burnie, the Gold Coast and Box Hill. Serco employs 450 people who provide advice on a wide range of issues including tax file numbers, tax refunds, business activity statements, debt management, lodgment of returns and information in tax packs.

On average, the teams handle over a quarter of a million customer engagements each month, consistently meeting their performance targets for quality of service. In the last two months, six members of staff have been awarded ?Gold Call? status, the ATO?s highest accolade for this work.

The new five-year contract, effective as of 1 December 2012, has a value to Serco of approximately AUD$140 million, with two one-year extension options.

This achievement is testament to the hard work of our staff that ensures the existing services we provide on behalf of the ATO is of a very high standard. It is a strategically important business for Serco Global Services, underlining its capability in delivering key business processes in the Australian and global BPO market for customers in a wide range of fields.

Serco Asia Pacific Chief Executive David Campbell welcomed the news and said ?I am delighted that the ATO has chosen to continue to work with Serco to provide a high-quality, value for money service to Australian taxpayers?.

?In our work to date, we have demonstrated what we can do through effective management, customer focus and the efforts of our staff.?

Serco Global Services ? AMEAA Chief Executive, Bhupender Singh, congratulated staff on the contract extension.

?This latest success is further proof of Serco?s growing strength in the business process outsourcing market, both in Australia and globally. It shows the confidence governments in Australia and around the world have in the quality of Serco?s work and its people?.

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Source: http://thesauce.net.au/serco-renews-its-contract-with-the-australian-taxation-office/

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