Serco renews BPO deal with the Australian Taxation Office

The contract for contact centre services is worth £90m.

New Statesman
Christopher Hyman, chief executive of Serco Group. Credit: Getty Images

Serco Group has renewed its business process outsourcing (BPO) contract with the Australian Taxation Office (ATO) to provide contact centre services.

The five-year contract is worth approximately A$140m (around £90m), with two one-year extension options.

Under the contract, Serco, in partnership with the ATO and other suppliers, will provide advice and responses to inquiries relating to tax numbers, refunds, business activity statements, debt management, return submissions and tax information packs.

Serco has been providing these services for the ATO from its contact centres in Victoria, Queensland and Tasmania since 2008. On average, the centres handle more than a quarter of a million customer engagements each month.

Christopher Hyman, chief executive of Serco Group, said:

I am delighted that the ATO has selected Serco to continue providing these important contact services for Australian taxpayers, businesses and tax professionals.

We are committed to continue providing high quality, efficient customer-focused services and to exploring new ways of engaging with the people using them. This announcement is further recognition of the growing reputation of Serco's global BPO capabilities, providing support to customers in both the private and public and sectors and across a diverse range of sectors.