ATO 在工作量增加的情況下提高呼叫處理效率

截至 2 月底，澳洲稅務局 (ATO) 已回覆 330 萬通一般呼入電話，平均等待時間為 12 分 19 秒。儘管 ATO 旨在實現新目標，但與前幾年相比，其表現仍然不佳。 ATO 實施了平衡處理和呼叫工作負載的策略，同時優先考慮稅務從業人員的呼叫，成功實現了該領域的績效目標。儘管等待時間過長而受到批評，但 ATO 在管理呼叫量和處理工作量方面所做的努力已經取得了進展。

ATO Improves Call Handling Performance Amidst Surge in Workloads

ATO 在工作負載激增的情況下提高呼叫處理效能

As of February's end, the Australian Taxation Office (ATO) had handled 3.3 million general inbound calls, with an average wait time of 12 minutes and 19 seconds. While this met the ATO's revised target, it still exceeded wait times in previous years. The ATO attributed this to a year-over-year increase in telephony and processing workloads. To address this, the ATO implemented strategies to optimize the allocation of resources between call handling and processing tasks.

截至2月底，澳洲稅務局（ATO）已處理330萬通一般來電電話，平均等候時間為12分19秒。雖然這達到了 ATO 的修訂目標，但仍然超過了前幾年的等待時間。 ATO將此歸因於電話和處理工作負載的逐年增加。為了解決這個問題，ATO 實作了最佳化呼叫處理和處理任務之間資源分配的策略。

For calls from tax practitioners, the ATO employs distinct performance metrics. From the start of the financial year to October's end, the ATO answered 468,630 calls, with 10,634 abandoned by callers. Notably, none of these calls were blocked. The ATO also achieved its target of answering 90% of tax practitioner calls within two minutes. This focus on tax practitioner calls has enabled the ATO to consistently meet its performance objectives in this area.

對於稅務從業人員的電話，ATO 採用不同的績效指標。從本財年開始到 10 月底，ATO 接聽了 468,630 通電話，其中 10,634 通電話被撥打者放棄。值得注意的是，這些呼叫都沒有被阻止。 ATO 也實現了在兩分鐘內接聽 90% 稅務從業人員電話的目標。對稅務從業人員電話的關注使 ATO 能夠始終如一地實現其在該領域的績效目標。

However, the ATO is not the only Commonwealth agency facing scrutiny for extended wait times. Services Australia, which encompasses Centrelink and Medicare, reported an average wait time of 33 minutes during the first six months of the financial year. Approximately one in six calls (7.4 million) did not progress beyond a congestion message. This underscores the challenges agencies encounter in managing high call volumes and wait times.

然而，澳洲稅務局並不是唯一因等待時間過長而面臨審查的聯邦機構。 Services Australia（包括 Centrelink 和 Medicare）報告稱，本財政年度前六個月的平均等待時間為 33 分鐘。大約六分之一的呼叫（740 萬）沒有超出壅塞訊息的範圍。這凸顯了各機構在管理高呼叫量和等待時間時所遇到的挑戰。

The ATO's efforts to balance processing and call workloads have been evident in its performance targets for tax practitioner calls. By meeting the target of answering 90% of calls within two minutes, the ATO has demonstrated its commitment to providing timely assistance to tax practitioners. The ATO's strategies to better manage call volumes and processing workloads have contributed to its improved overall performance in this area.

ATO 平衡處理和呼叫工作負載的努力在其稅務從業人員呼叫績效目標中得到了體現。透過實現在兩分鐘內接聽 90% 的電話的目標，ATO 展現了其為稅務從業人員提供及時援助的承諾。 ATO 更好地管理呼叫量和處理工作負載的策略有助於提高該領域的整體績效。

Despite facing criticism for long wait times, the ATO has made strides towards meeting its new targets and enhancing its handling of tax practitioner calls. The ATO's initiatives to balance telephony and processing workloads have yielded positive outcomes, resulting in fewer abandoned calls and a higher proportion of calls answered within the target timeframe. While challenges remain, the ATO's efforts to address the rising call volumes and processing workloads are progressing in the desired direction.

儘管面臨等待時間過長的批評，澳洲稅務局在實現新目標和加強對稅務從業人員電話的處理方面取得了長足進展。 ATO 平衡電話和處理工作負載的措施取得了積極成果，減少了放棄的呼叫，並提高了在目標時間範圍內應答的呼叫比例。儘管挑戰依然存在，但澳洲稅務局為解決不斷增長的呼叫量和處理工作量所做的努力正在朝著預期的方向取得進展。

Overall, the ATO's performance in managing call volumes and processing workloads has improved, particularly in its focus on meeting performance targets for tax practitioner calls. While challenges persist, the ATO's strategies to balance telephony and processing workloads have produced positive results. As the ATO continues to grapple with high call volumes and wait times, its initiatives to enhance efficiency and responsiveness are critical in providing timely assistance to taxpayers and tax practitioners alike.

總體而言，ATO 在管理電話量和處理工作負載方面的績效有所提高，特別是在滿足稅務從業人員電話績效目標方面。儘管挑戰依然存在，但 ATO 平衡電話和處理工作負載的策略已產生積極成果。隨著 ATO 繼續應對高呼叫量和等待時間的問題，其提高效率和回應能力的舉措對於向納稅人和稅務從業人員等提供及時幫助至關重要。