Dear FOI Officer,

I seek access under the Freedom of Information Act 1982 to the following documents used within ATO Service Delivery operations, including operations performed under the SPC-6894 Outsourced Service Delivery Panel.

⸻

1. Skill Sets Escalation Directory

I request copies of:

• the current “Skill Sets Escalation Directory”, and
• any previous version used within the past 12 months.

⸻

2. Procedures for call transfers, escalations, and queue/skillset selection

I request any ATO-held documents that describe the rules, procedures, instructions, or criteria for:

• transferring calls;
• escalating calls;
• selecting the appropriate queue or skillset;
• determining when transfer is permitted, required, or prohibited;
• internal review of transfer/escalation behaviour (not seeking statistical reports, dashboards, or call metric summaries).

This includes any work instructions, job aids, operational manuals, routing guidelines, or similar documents.

I am not seeking telephony system source code or internal system configuration, only the procedural documents used by ATO or supplier staff.

⸻

3. Supplier compliance or performance documents (last 12 months)

For Probe Operations, Serco Citizen Services, and Concentrix Services, I request any documents created in the past 12 months that relate to:

• KPI or contractual measures relating to transfer behaviour;
• breach notifications, penalty notices, or corrective action requirements;
• ATO reports summarising supplier performance against transfer/escalation rules.

⸻

Personal information

I am not seeking the personal information of any individual.

Yours faithfully,
Nathan Brunne