For the Provision of a Digital Experience Platform

This RFT seeks Tenders from suitably experienced and qualified Tenderers who can provide software to enable the required software capabilities. It should be noted that the DXP will cover the requirements for both external customers interacting with ATO through ATO.gov.au and other related sites and internal audiences to access guidance materials to support client facing interactions.

In addition, the ATO may consider additional capabilities (subject to market responses) that may be advantageous or effective to include in the foundational scope of the platform. The capabilities required include the following features to enable an improved:

•Digital Experience for providing content to external audiences – provision of a set of technologies to support the collection, management and publishing of digital content. The platform will enable the design and delivery of the web experience through ATO.gov.au and other related sites, including personalisation based on individual needs. The ATO will also require Search and Analytics capabilities across the platform. Digital Experience for providing guidance materials to Internal Audiences– provision of a single enterprise solution that enables ATO staff to access knowledge content for all ATO client-based interactions. Knowledge content includes procedures, job aids and guidance documents that support a range of work types including:

•Provision of accurate advice to clients in a high-volume contact centre environment

•Audits, investigations, prosecutions, reviews, provision of advice and business support

•legal, tax technical decisions and dispute resolution activities

The new solution will significantly improve the experience for 16,000 staff by delivering better functionality, an interactive user interface and seamless access to relevant knowledge content regardless of business area.