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Serco secures BPO contract with Australian Taxation Office

Date: 10 Sep 2012

Serco Group plc (Serco), the international service company, announces that it has successfully renewed its Business Process Outsourcing (BPO) contract with the Australian Taxation Office (ATO) to provide contact centre services to Australian taxpayers, businesses and tax professionals across a diverse range of taxation and superannuation-related issues.

The five-year contract has a value of approximately A$140m (around £90m) and two one-year extension options. The revenue is similar to that of Serco's existing contract.

Under the contract, Serco, in partnership with the ATO and other suppliers, will be responsible for providing advice and responding to enquiries relating to tax numbers, refunds, business activity statements, debt management, return submissions and tax information packs. It is also anticipated that there will be opportunities to expand these activities to support additional communication channels.

Serco, and previously Excelior which was acquired by Serco in November 2011, has been providing these services on behalf of the ATO for the last four years from its contact centres in Victoria, Queensland and Tasmania. On average, these centres handle over a quarter of a million customer engagements each month, consistently meeting their performance targets for quality of service. In the last two months, six Serco employees have been awarded 'Gold Call' status, the ATO's highest accolade for this work.

Christopher Hyman, Chief Executive of Serco Group plc, said: "I am delighted that the Australian Tax Office has selected Serco to continue providing these important contact services for Australian taxpayers, businesses and tax professionals. We are committed to continue providing high quality, efficient customer-focused services and to exploring new ways of engaging with the people using them. This announcement is further recognition of the growing reputation of Serco's global Business Process Outsourcing capabilities, providing support to customers in both the private and public and sectors and across a diverse range of sectors." 


For further information please contact Serco:
Stuart Ford, Head of Investor Relations T +44 (0) 1256 386 227
Marcus De Ville, Head of Media Relations T +44 (0) 1256 386 226

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Last Updated: 29 May 2015