Sylvia is an Assistant Commissioner for the Individuals and Intermediaries Engagement and Support Branch. She has responsibility for the Schools and Culturally and Linguistic Diverse Community education programmes, TaxTime support services for individual taxpayers as well as the Tax Practitioner Lodgment Program and agent support services. With over 20 years’ experience in the ATO, Sylvia has specialist knowledge and skill in user centred design, design facilitation, project management and policy and new measures design and development. Sylvia has led key transformational change programs such as ATO’s Reinvention Program and more recently working with agents’ transition from Electronic Lodgment System (ELS) to Practitioner Lodgment System (PLS) as well as transition to Online Services for Agents. A regular host on Tax Professionals Live Conversations streams, Sylvia is currently also studying her Master’s Degree in Business Administration.