Using customer insights helps us continually improve our activities, maintain the integrity of the revenue system by better targeting our interventions, and design and deliver the right customer experiences.
Improved compliance and customer outcomes
One of our case studies looks at how we used our intelligence and insights to make improvements to 2021 automatic individual income tax assessments. We focused on increasing the accuracy of data and reducing errors or confusion to improve the experience and outcomes for customers.
Another case study looks at a range of targeted activities that use intelligence and insights to facilitate international tax compliance.
Customer maturity score
We did not undertake a customer maturity assessment in 2020-21 as we focused on other priorities such as supporting customers through the challenges of COVID-19. In 2018, we completed an internal assessment of how customer-centric we are, using the Forrester maturity framework. We scored 3 out of a possible 5.