Tax, Revenue & Financial System Transformation
The IRS has always dealt with change—in technology, tax policy, and legislative demands. In today's environment, however, the tempo of change has increased considerably. CEM works to help the agency meet new demands on many fronts.
One of the biggest changes is increased customer expectations. The public is used to faster, smoother business transactions of all kinds. Citizens expect a similar level of responsiveness from government agencies. However, tight budgets mean the agency has to carefully invest its dollars for the greatest impact.
Sometimes that means incorporating new technologies into existing systems. Other times it means finding the right combination of technology and business processes. Every choice the IRS makes focuses on delivering improved results.
As the agency's FFRDC partner, CEM has helped it make strides in meeting taxpayers' expectations through a combination of systems engineering, objective acquisition guidance, and organizational change management. Our work includes:
- Significant gains in real-time processing speed. In the past, the IRS was limited to weekly processing of tax returns by a set of bulky systems. The CADE2 program enabled daily processing by creating one streamlined and modernized system, which created a huge leap in capability. MITRE’s independent and data-driven analysis helped the agency transform CADE2 from its former place on the OMB Watch List to a system that helps IRS deliver quicker refunds and provide up-to-date information to resolve account issues more efficiently.
- Increase in electronic tax filing benefits taxpayers and government. Modernized e-File is helping IRS double the number of taxpayers filing electronically, enabling faster and more efficient refunds. MITRE performed critical assessments that helped the IRS successfully identify strategies for expanding e-File to the majority of taxpayers.
- Revamping taxpayer communications enhances service and increases compliance. MITRE helped the IRS establish TACT, a program that improves the clarity, accuracy, and effectiveness of IRS letters and notices. The collaboration improved processes and systems that affect the millions of pieces of correspondence the agency issues each year.
Other efforts are underway. For example, using an online test bed, we're helping the IRS create Web services that are easy to use and encourage return visits to IRS.gov. Other CEM initiatives are helping the agency meet another big challenge: the tax collection and subsidy requirements mandated by the Affordable Care Act.