The Australian Taxation Office (ATO) has confirmed a new deal with US-based CX developer Sitecore to deploy its all-in-one digital content management platform, as the tax office looks to consolidate and enable new personalisation capabilities within its customer experience portal.
The $2.46 million deal will see the rollout of Sitecore’s Digital Experience Platform (DXP) and dedicated Content Hub – an integrated content planning, production and collaboration platform – across the tax office’s AWS and Azure clouds.
The ATO went to tender last September to procure a new all-in-one digital publishing and content management platform.
A key aim of the tender was to both refresh and embed personalisation (“on individual needs”) capabilities within the revenue agency’s customer-facing web portal, ATO.gov.au, as well as consolidate management of its internal and external websites.
Tender documents noted that these sites were, at the time, being “managed in isolation”.
In announcing the new deal, Sitecore said its all-in-one, omnichannel-ready DXP platform would enable the ATO to “shift external websites, and internal content sites, from isolated and siloed solutions to next-generation digital experiences”.
Providing its staff with ready access to ‘knowledge content’ was also a key priority for the tax agency, with its role in supplying “accurate advice to clients in a high-volume contact centre environment”, including information on audits, investigations, legal and tax technical decisions.
The ATO said it was also seeking search and analytics capabilities that could provide “guidance materials [for its] internal audiences”, enabling agency staff to “access knowledge content for all ATO client-based interactions”.
Such a solution, the ATO said, would “significantly improve the experience for 16,000 staff… delivering better functionality, an interactive user interface and seamless access to relevant knowledge content regardless of business area”.
Sitecore notes that its DXP enables users to aggregate data “from profiles, interactions, behaviours, and activities, [providing a] 360-degree view of each customer”.
“The Sitecore Digital Experience Platform (DXP), including Content Hub, will provide the ATO with a single enterprise solution that helps them deliver next-generation, content fuelled, trusted experiences to both clients and employees at scale,” the company said in a statement.
Commenting on the new deal, Sitecore’s Asia-Pacific and Japan President Joey Lim said the developer was “delighted to work with the ATO [to] help them transform their digital experience”.
“Effective content and communications are critical when building trust with the Australian community. Government organisations need to provide fast and accurate information at all times — especially as part of crisis management,” Lim said.
“Sitecore’s vision of managing the content creation lifecycle across all delivery channels within one platform helps government agencies meet the changing expectations of the connected client.”
Sitecore notes that it works with more than 40 federal and state government customers in Australia and New Zealand. This includes recent deals with the Federal Government’s Department of Industry, Energy and Resources and the Future Fund Management Agency.