The document discusses the Australian Tax Office's (ATO) digital transformation efforts and how it can shift from managing IT systems to running the business with IT services. It explores how the ATO can evolve its capabilities from data/information to insights/intelligence. Key questions addressed include how to run as an IT service management business supported by multiple vendors, ensure optimal experience and performance of services, and add value to the business through solutions beyond just resolving incidents. The conversation focuses on exploring the "design imperative" through discussions around topics like operating models, service delivery architecture, strategic opportunities, and relationships with clients, vendors, and other government agencies.

1. Digital Transformation at the ATO
A conversation about the design imperative:
creating value through evolved operations
Craig Fox
Deputy Commissioner (Acting)
Service Operations, ATO
Justin Barrie, Mel Edwards
Principals
Design Managers Australia (DMA)

2. How do we shift from ‘service
management of systems’ to
‘running the business
with IT services’?
Design Managers Australia (DMA) story with the ATO
How might we run as an IT service
management business supported
by a multi-vendor environment?
How do we ensure that our ‘run
the business’ means the
experience and performance of
those services is running
optimally and delivering
outcomes for business owners
as designed and built?
How do we evolve our
capabilities from ‘data and
information’ to ‘insight
and intelligence’?
How does a technology view
move towards a service view?
How do we measure services
are healthy, services are
contemporary?
Strategic Intent
• Is it understood?
• Does it flow through the
way we work?
Operating Model
• Is it driving the right decisions
about what we do?
• Have we got the right capabilities
and people in the right places?
Service Delivery Architecture
• Connect<>Interact<>Transact<>Complete
Is this a robust methodology?
• Does it support delivery?
How do our strategic
opportunities Transform IT
Services?
How do we add value to
business through solutions,
not just resolving incidents?

3. Australian Tax Office (ATO) story

4. Digital is:
• Changing our approach to support.
• Changing our approach to sourcing.
• Driving World Class Infrastructure.
• Shaping production operations.
Change is ever increasing, so must we evolve.
That can mean one of two things:
1. How do we buy more?
2. How can we create more value for
the organisation, beyond “infrastructure
provisioning”?
The design imperative

5. Today: Exploring the design imperative through conversation
Client
transactions, relationship, service
Operating Model
who does what, when,
where and how
Eco-system
relationships to vendors,
other agencies, emerging
Value
what we offer and why,
how we’re measured