SPC-10676-Notice: Interactions Centre Solution Procurement - Pre-Release Notice

On 8 May 2025, the Australian Taxation Office (ATO) released its Annual Procurement Plan (APP) which included SPC-10676. This notice provides an update and advance notice to the market regarding the ATO’s intention to release an Open Request for Tender (RFT) the week commencing Monday 12 January 2026. The RFT will be for 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 ATO’s current contact centre solution, is ending operation in December 2028. The new ICS will seek to replace this solution and unlock significant technology opportunities including cloud migration, and an increased ability to harness automation, AI and digital innovation to improve the taxpayer, intermediaries and staff experience. Once published, the RFT will remain open for 6 weeks and will request responses from the market for the ICS requirement. High level scope: The ICS is comprised of a set of products, applications and services that will provide a cohesive, scalable and multi-channel platform: • Solution: One assisted interactions centre solution for use across the ATO. The solution works for inbound, outbound, and internal interactions, delivering a consistent taxpayer experience through connected views across the ATO and ensuring accurate outcomes on first contact. • Implementation and transition: Implementation of the end-to-end ICS including transition from the current solution, integration with ATO systems and IT capabilities including change management to support workforce readiness. • Managed Services: Ongoing operations to support the effective management and performance of the ICS solution in a multivendor environment.

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Briefings: The ATO will hold an online webinar for interested parties at 2pm AEDT Monday 24 November 2025. The internal ATO name for this program is Program R.I.S.E (Reimagined Interactions – Streamlined and Effective). The webinar will provide an overview of Program R.I.S.E and this notice. • Attendance is not compulsory or a Condition of Response to the RFT, however, interested parties are encouraged to attend. • Interested parties must pre-register their interest in attending (by 5pm AEDT Friday 21 November). After registration, a password will be provided for attendance at the webinar. Registration link: https://ato.webex.com/weblink/register/r65e7066748d5bc248e02e2c1a1a5a786 The ATO will record the briefing and will provide a link to the recording in AusTender via an addendum to this notice. Contact: The following email is the sole point of contact for queries regarding this procurement. Email: SPC-10676_InteractionsCentreSolution@ato.gov.au No additional details about the RFT can be provided until its publication on AusTender the week commencing Monday 12 January 2026. Close date and time (for this notice): Please note that the close date and time stated in this notice is when this pre-release notice will cease to be published and does not reflect the actual closing time for the RFT. The RFT will be published on AusTender as described and will include the close date & time for lodging submissions. The information in this Pre-Release Notice is indicative only. The ATO reserve the right, at its absolute discretion, to change any aspect of the Interactions Centre Solution procurement strategy detailed in the Pre-Release Notice. Information contained in the Request for Tender material released to the market will supersede information contained in this notice.

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