Australian Taxation Office

Defining and explaining the end-to-end Change process in the ATO

Important dates

Opportunity ID
Deadline for asking questions
Thursday 20 October 2016 at 6PM (in Canberra)
Closing date for applications
Thursday 27 October 2016 at 6PM (in Canberra)
Friday 14 October 2016


Write a summary of your brief

The ATO is keen to use a service design process to develop its Integrated Enterprise Change Framework. This framework would provide an end to end understanding of how the ATO designs and manages change, bringing together the different change processes currently in use.

What is the latest start date?
How long is the contract?

Where can the work take place?
Australian Capital Territory
Who will the specialist work for?
Australian Taxation Office
Budget range

About the work

Why is the work being done?

The objective of the work is to develop a product that explains the change process in the ATO from beginning to end including how a change is supported along its journey through the ATO by various enabling areas across the organisation. The development of the end to end change process should identify any gaps, issues and opportunities for improvement. The suggestions for improvement should contribute to the concept of a seamless change service supporting change efficiently and effectively within the ATO.

What's the key problem you need to solve?

The ATO has structured processes for program and portfolio management, design, people change management, system development and policy and law design, however there is no overarching framework that explains how these processes fit together. This may result in gaps or duplication throughout the change process.

Describe the users and their needs

As a person involved in change in the ATO, I need to understand the end to end change process so that I can undertake my role effectively, making the necessary connections across the change process.

What work has already been done?

We have recently reviewed and refreshed a number of our change methods including Portfolio, Program and Project, design and people change management. We are also embedding agile in the organisation.

Who will the work be done with?

You will be working with staff across our design and change management Business Line

Any additional relevant information?

What phase is the work in?

Work setup

Where will the work take place?

Narellan St Canberra

What are the working arrangements?

We would like the successful provider to be based at the ATO premises, to allow for a collaborative process with ATO staff.

Is security clearance required?

Additional information

Additional terms and conditions

Skills and experience

Buyers will use the essential and nice-to-have skills and experience to help them evaluate sellers’ technical competence.

Essential skills and experience
  • experience in service design approaches
  • experience in developing enterprise change frameworks
  • experience in bringing stakeholders together to gain common understanding
  • experience in creating meaningful documentation
  • be adaptable and flexible whilst also meeting deadlines
Nice-to-have skills and experience

How sellers will be evaluated

How many shortlisted sellers will you evaluate?
Proposal criteria
  • How the approach or solution meets our organisation’s policy or goal
  • Approach and methodology
  • Estimated timeframes for the work
  • •Value for money
Cultural fit criteria
  • Work as a team with our organisation
  • Transparent and collaborative approach
Payment approach
Capped time and materials
Assessment methods
  • Written proposal
  • Case study
  • Work history
  • Reference
Evaluation weighting

Technical competence

Cultural fit


Seller questions

Seller questions
Seller question Buyer answer
1. What is the initial contract length? We are keen to understand the approach that suppliers would take to this opportunity and the related timeframes. We would expect that a process lasting approximately 10 weeks would achieve the stated outcomes.
2. Can you please confirm the length of engagement and rate expectations. We are keen to understand the approach that suppliers would take to this opportunity and the related timeframes. We would expect that a process lasting approximately 10 weeks would achieve the stated outcomes. We will assess all submissions on their quality, suggested approach and value for money.
3. Can you please advise if you are looking for an independent contractor or delivery based outcome? We are expecting a delivery based outcome.
4. Is there a security clearance required or preferred? No, this work does not require a security clearance.
5. Are you able to disclose the specific business area in the ATO that will be requiring the services? The Design and Change Management Business area is requesting these services. The Design and Change Management business line is accountable for oversight and support of the ATO’s strategic change agenda. We are experts in the design and management of change activities and we support business areas across the ATO to manage and implement future change activity.
6. Are suppliers able to propose more than one approach to the opportunity? We are very keen to understand how a supplier would tackle the engagement and are open to a supplier putting forth alternative approaches.
7. Some government RFP have a word limit. Is there a word limit for this one? No there is not a word limit. However we ask that suppliers be succinct in their response where possible.
8. Are you open to onsite / remote working? So 2-3 days in Canberra and the rest of the week delivered remotely? We are open to flexible working arrangements. We also have representation in Melbourne and Brisbane and so working from those offices is also possible.

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