ATO signs five contracts worth $233m with Optus Business

Thursday, 08 October, 2020

ATO signs five contracts worth $233m with Optus Business

The Australian Taxation Office (ATO) has signed five Managed Network Services (MNS) contracts, worth $233.32 million, with Optus Business. Each contract will run for an initial three-year term, with the option of three two-year extensions. Optus will provide 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.

“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,” said Chris Mitchell, Managing Director, Optus Business.

Optus will provide services that assist the ATO’s contact centre operations, which receive approximately 100,000 calls per day. These operations are enabled with advanced call routing, a digital agent (‘Alex’) and a large pool of voice biometric data to deliver enhanced ATO customer experience outcomes and reduce fraudulent activity. Under the terms of the new contracts, Optus will provide services with high quality standards of performance and service delivery that support over 24,000 end users and thousands of networked devices 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,” Mitchell said.

The ATO and Optus Business will also focus on cybersecurity, with Mitchell stating that security is 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’s transition from a traditional telecommunications carrier to a modern technology provider with the ability to build and deliver value on top of the network,” Mitchell said.

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