The Australian Taxation Office (ATO) has released plans to go to market in January for a managed service including the provision, implementation and transition, and ongoing managed services for an Interactions Centre Solution (ICS).
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.
Once published the week commencing Monday 12 January 2026, the RFT will remain open for 6 weeks and will request responses from the market for the ICS requirement.
The plans were first flagged in the ATO's Annual Procurement Plan in May.
In the high level scope for the project are an assisted interactions centre solution that 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 of the end-to-end ICS will include transition from the current solution, integration with ATO systems and IT capabilities including change management to support workforce readiness.
Ongoing operations to support the effective management and performance of the ICS solution in a multivendor environment is also required.
Already in 2025, the ATO has gone to market to integrate AI coding assistant tools into the organisation's development workflow; a blockchain analysis and investigation tool to bolster its capabilities in detecting crypto-related tax evasion and financial crime; a secure file sharing solution; and an AI system to detect and prevent fraud across its digital services in real-time.
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