“Our ATO technicians are working with HPE’s global team of experts to fully replace the affected hardware. This ongoing work will ensure we can meet the deliverables for the government’s legislative agenda and our priority services that support the community’s engagement with the tax and super systems,” Jordan said on 8 February.
Although the agency has had all hands on deck trying to remediate the ongoing technical issues, it has found time to call in professional services giant, PricewaterhouseCoopers (PwC), to investigate the cause of the initial hardware failure and the resulting outage.
HPE, for its part, confirmed in late December that it had launched its own internal investigation into the cause of the hardware failure.
“The cause of the failures will be informed by the review led by PwC that I commissioned after the first outage in December 2016,” Jordan said.
“As I said at that time, I want to know what happened in forensic detail so that we can assure the community they will not face this kind of disruption in their dealings with us; that businesses who rely on our services can go about running their business without interruption.
“I can assure the community that we are taking this seriously and it has the highest priority. I have already met a number of times with the most senior HPE representatives in the region and corresponded with their CEO to ensure they are aware of the disruption and damage this kind of event causes and remind them of their contractual arrangements,” he said.
Meanwhile, Jordan has reiterated that the agency’s immediate priority is to provide stable services to the community, businesses, key stakeholders, and the government.
“We are committed to offering contemporary and reliable services to the community. The development and release of many new service offerings under our Reinvention program have not contributed to these system outages. Initial indications are that the outages have been caused by faulty hardware.
“I commit to you we will get to the bottom of this, fix it for the longer term and maintain contemporary and reliable services to the community,” he said.