The ATO is seeking a single service provider to deliver a managed service including the provision, implementation and transition, and ongoing managed services for an Interactions Centre Solution (ICS) that support the ATO's interactions and business transformation. The new ICS will replace the curre...
The ATO is seeking a single service provider to deliver a managed service including the provision, implementation and transition, and ongoing managed services for an Interactions Centre Solution (ICS) that support the ATO's interactions and business transformation. The new ICS will replace the current ATO Contact Centre and unlock significant technology opportunities, increasing the ATO's ability to harness automation, AI and digital innovation to improve the taxpayer and staff experience. The Services include the provision, transition in and ongoing managed services for a modern Solution consisting of a set of products, applications, infrastructure and services that will provide a cohesive, scalable and multi-channel interaction platform that integrates with existing and future ATO systems.
Refer to Section 23 - Conditions for Participation in the Conditions of Tender
Included with the RFT suite is a document map. This document map is provided to assist Tenderers in understanding the structure of the RFT documentation. The ATO will be holding a virtual Industry Briefing for this RFT on the 22 January 2026 between 10:30am to 12:00pm (AEDT). In relation to the Industry Briefing: Attendance is not compulsory or a Condition of Response to the RFT, however, interested parties are encouraged to attend. Interested parties are invited to pre-register (by 5pm AEDT Wednesday 21 January 2026) their interest in attending the RFT Industry Briefing. After registration, a password will be provided for attendance at the webinar. The RFT Industry Briefing details are as detailed below: Registration: https://ato.webex.com/weblink/register/r31ddf926942d5749163495e688d2219e The ATO will record the event and will provide a link to the recording in AusTender via an addendum. Tenderers are required to complete and return the Data Room Confidentiality Deed in the form contained in Part 6 — Additional Information to SPC-10676_InteractionsCentreSolution@ato.gov.au for access to the secure Data Room. Please note that there is no contact phone number available, all correspondence for this tender is through SPC-10676_InteractionsCentreSolution@ato.gov.au. Please be aware that a public interest certificate has been issued for this tender. The details can be accessed via the following link: Public interest certificates | Australian Taxation Office
The ATO proposes to enter into a Contract with the successful Tenderer by January 2027 for an Initial Contract Period of 5 years and two option periods with each option period being 3 years in duration.
RFT SPC-10676 Addendum 13.pdf
PDF • 238.2 KB
RFT SPC-10676_ Addendum 07.pdf
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SPC-10676_PART6_ADDITIONAL INFORMATION_RELEASE 03.pdf
PDF • 268.6 KB
RFT SPC-10676 Addendum 08.pdf
PDF • 300.5 KB
SPC-10676_PART6_ADDITIONAL INFORMATION_RELEASE 04.pdf
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RFT SPC-10676 Addendum 04.pdf
PDF • 233.9 KB
SPC-10676_Part 5_ATT 03.A Service Levels and Critical Deliverables RELEASE 02.pdf
PDF • 758.0 KB
SPC-10676_Part 5_ATT 03.C Service Level Matrix RELEASE02.pdf
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RFT SPC-10676 Addendum 03 Final.docx
DOCX • 171.0 KB
SPC-10676_ADDENDUM 03_ATT A_INDUSTRY BRIEFING SLIDE DECK_20260122.pdf
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RFT SPC-10676 Addendum 5.pdf
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SPC-10676_ADDENDUM 05_ATT A_SPC-10676_Part 1_Conditions of Tenderer_RELEASE 02.pdf
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SPC-10676_ADDENDUM 05_ATT B_SPC-10676_PART6_ATT 6.A_DATA ROOM CONFIDENTIALITY DEED_ RELEASE 03.pdf
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RFT SPC-10676 Addendum 01.docx
DOCX • 161.6 KB
SPC-10676_PART6_ATT 6.A_DATA ROOM CONFIDENTIALITY DEED_ RELEASE 02.pdf
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RFT SPC-10676 Addendum 14.pdf
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RFT SPC-10676 Addendum 10.pdf
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SPC-10676_PART6_ADDITIONAL INFORMATION_RELEASE 06.pdf
PDF • 395.4 KB
RFT SPC-10676 Addendum 06.pdf
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SPC-10676_ADDENDUM 06_ATT A_ATO Kiteworks Guide for External Guests_RELEASE 02.pdf
PDF • 440.0 KB
SPC-10676_PART6_ADDITIONAL INFORMATION_RELEASE 02.pdf
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RFT SPC-10676 Addendum 11.pdf
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SPC-10676_Part 2_ATT.C_TRANSITION IN AND CONTINUOUS CAPABILITY_RELEASE 02.pdf
PDF • 1.3 MB
SPC-10676_Part 5_Legal Terms and Conditions RELEASE 02.pdf
PDF • 1.7 MB
SPC-10676_Part 5_SCH 01 Interpretation and Definitions RELEASE 02.pdf
PDF • 15.1 MB
RFT SPC-10676 Addendum 12.pdf
PDF • 368.3 KB
SPC-10676_PART6_ADDITIONAL INFORMATION_RELEASE 07.pdf
PDF • 467.5 KB
RFT SPC-10676 Addendum 09.pdf
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SPC-10676_PART6_ADDITIONAL INFORMATION_RELEASE 05.pdf
PDF • 395.4 KB
RFT SPC-10676 Addendum 02.docx
DOCX • 161.5 KB
SPC-10676 - Interactions Centre Solution - RFT Document Map.pdf
PDF • 70.0 KB
SPC-10676 - Part 1 - Conditions of Tender.zip
ZIP • 779.1 KB
SPC-10676 - Part 2 - Statement of Requirements.zip
ZIP • 4.3 MB
SPC-10676 - Part 3 - Tender Response Forms.zip
ZIP • 16.5 MB
SPC-10676 - Part 4 - Financial Response Forms.zip
ZIP • 970.3 KB
SPC-10676 - Part 5 - Draft Contract.zip
ZIP • 11.7 MB
SPC-10676 - Part 6 - Additional Information.zip
ZIP • 653.2 KB
SPC-10676 - Part 7 - Proof Of Architecture_Release01.pdf
PDF • 203.1 KB
AusTender at www.tenders.gov.au, in accordance with instructions in Request documentation.