What we found over time was that we really needed…. videos to be integrated with the digital services. So we introduced the ATO TV channel and Viostream has been a great partner in the delivery of that and we’re getting fantastic feedback on that.

Daniel Keys, Assistant Commissioner

The Challenge

During 2015 the ATO began their digital transformation project, “Reinventing the ATO”. The goal of this project was to enable better engagement with stakeholders. Customers were referencing third party websites instead of ATO, leading to potential confusion.

The ATO were building the capability to assist customers by creating informative videos. These videos communicated new legislation and solved common tax related questions. A primary goal was to ensure that the time it took for customers to resolve their tax questions was reduced.

As the ATO is bound by the DSS (Digital services standard), any provider would need to comply with the standard

Australian Tax Office

The Solution

The capability of the Viostream platform is an essential component of the ATO’s digital transformation project.

ATO TV (tv.ato.gov.au) is the public facing video portal displaying all tax related information. This provides guidance to individuals, tax professionals and non-for-profit institutions. Videos on the portal are published in multiple languages and are WCAG 2.0 compliant. The portal has provided significant financial savings to the department.

The ATO's Video Production Unit manage over 200 live streams a year using the Viostream platform. It is utilised for public webcasts for tax professionals and public Commissioner addresses. It is also used for internal staff webcasts. All webcasts include interactive Q&A and are automatically converted to on demand webcasts