Enhancing customers’ technology experience

As part of our digital-first strategy, we strive to make our online services more innovative, user-friendly and easy to access.

We continued to modernise our revenue management systems throughout 2022–23 by trialling new technology platforms and significantly uplifting our data management processes.

We’ve also undertaken design work to ensure the end-to-end experience – from receiving or lodging an assessment through to calling our customer contact centre or managing payment – is simple and seamless.

Key technology developments in 2022–23 included:

  • developing our casino tax platform and enhancing our land tax platforms
  • trialling customer relationship management and case management platforms to improve operational efficiency for our customers
  • improving how we manage data by conducting data auditing and remediation, as well as creating advanced cloud-based data storage, data lake, data warehouse and analytics services
  • mapping customer journeys to identify the most appropriate designs for continuing to modernise our revenue management systems and services.

Our website

Our website is the primary source of information for the services we administer and the gateway to digital applications including Duties Online, My Land Tax, Payroll Tax Express, calculators and SmartForms.

Engagement with our website and online applications continues to deliver with:

  • Page views — 58.8 million
  • Visitor sessions — 10.3 million.

Our website hosts a range of self-assessment tools including calculators to assist customers with estimating concessions, duties and taxes, and decision tools that determine eligibility for grants, duties and registrations.

Web page views    2017–18 49.3M, 2018–19 44.9M, 2019–20 46.6M    2020–21 50.6M, 2021–22 62.9M, 2022–23 58.8M


In 2022–23:

Measuring and improving our online services

Our business decisions are supported by real-time reporting data and analytical tools. Web analytics data is collected across our online systems and customer feedback is collected through our website via pop-up website surveys and on-page feedback questions. We use this data to improve the content and functionality of our digital products and online services.

We also work closely with customers and industry stakeholders to co-design and test our systems to ensure these are easy to use and meet expectations.

Other online channels

We engage with customers through a number of other online channels including:

  • email newsletters to 186,732 subscribers
  • targeted email campaigns sent to our customers and other stakeholders.

To stay informed about Victoria’s taxation legislation, duties, levies and grants, subscribe to our mailing list.

Increased uptake of online payment

In line with customer preferences and broader trends, we continue to increase access to online payment options. In 2022–23, we received 13% fewer cheques (2,929), representing a continued downward trend over recent years.

2,929 cheques received 2022–23 (13% decrease)
3,372 cheques received 2021–22 (17% decrease)