Australian Taxation Office signs Optus Business for critical telecommunications and information technology services through to September 2023

Optus Business is pleased to announce the Australian Taxation Office (ATO) has awarded Optus five  Managed Network Services (MNS) contracts following the ATO’s latest approach to market. Each contract holds an initial three-year term, with three two-year extension options, and a total value of all five contracts worth $233.32 million.

Optus will deliver all fixed and mobile voice, mobile data including bulk SMS, unified communications and collaboration, contact centre and network management services on behalf of the ATO.

Chris Mitchell, Managing Director, Optus Business said, “The nature of service bundles awarded to Optus highlights that ATO is looking to Optus to build value on top of the network.  These higher value adding services enable the ATO to speak to their customers, employees and other stakeholders, and to enable secure communication in and between applications and devices.

“Optus feel privileged that the ATO has selected Optus to continue to provide these critical services that underpin the day to day operations of the ATO on which so many people rely.”

ATO’s contact centre operations are some of the most advanced in the country, with call volumes peaking to more than 100,000 calls per day. These operations are enabled with advanced call routing, an award-winning digital agent (“Alex”) and the largest pool of voice biometric data in the country to deliver enhanced ATO customer experience outcomes and reduce fraudulent activity.

Under the terms of the new contracts, Optus will continue to provide services with high quality standards of performance and service delivery that support over 24,000 end users and thousands of networked devices across more than 60 locations throughout Australia. 

“As a key partner and contributor to ATO’s technological transformation journey over the last 10 years, Optus has celebrated ATO’s many successes and advances. These new contracts will allow Optus to continue supporting ATO in its ongoing innovation.”

Mr Mitchell also highlighted the ATO’s increased emphasis on cyber security. 

“Information privacy, system security and scam prevention were central to our many discussions during the process. The ATO and Optus Business will continue to focus on security as a core component to the ongoing design and delivery of services to ensure the continuous protection of the ATO, its data, and its interactions with Australian citizens and businesses.

“ATO’s decision is yet a testament of Optus’ transition from a traditional telecommunications carrier to a modern technology provider with the ability to build and deliver value on top of the network.”

Media enquiries:  
Rob Sharpe
media@optus.com.au  
(02) 8082 7850