MITS 5Year Comp IT MV

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IT Modernization Vision Strategy
(MVS) Overview Panel Discussion Presented
by Naomi Marechal, MVS Program
Manager November 2007
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Topics

• The Environment of Tax Administration
• IRS Strategic Direction
• Business and Technology Challenges
• Drivers for Change
• MVS A Program for Long-Term Change
• Recent Accomplishments
• Success Factors
• Approach, Scope and Framework
• Domain Segment Architecture
• Modernizing IT- Domain Strategies
• Joint Business/IT Governance Model
• Moving Forward

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Supporting the IRS Strategic Direction
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Business Drivers for IT Modernization

• Large and continually growing volumes of work
• Continued growth in the complexity of both the
  tax laws and taxpayer financial transactions
• Expectations for continued service improvements
  to assist taxpayers in meeting their tax
  obligations
• The need to address the tax gap through improved
  services and more effective enforcement programs
• The requirement for rapid response to changes in
  tax laws and evolving taxpayer behavior
• Business strategies are outlined in two guiding
  documents the Taxpayer Assistance Blueprint and
  Reducing the Federal Tax Gap

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MVS A Fundamentally Different Approach

• Joint business and IT leadership and involvement
  throughout the process
• Unified approach to setting strategic priorities
  and selecting investments as an integrated
  portfolio- not simply a collection of projects
• Smaller, incremental releases delivered more
  frequently
• Existing systems leveraged where appropriate
• Collaborative business requirements and technical
  review by IT engineers, specialists and business
  stakeholders at project inception
• Application of a disciplined approach, such as
  solution concept and project estimation modeling,
  to ensure full view of costs associated with each
  investment including the cost of operations and
  maintenance support
• Efficiencies generated by focusing on operational
  streamlining, consolidation and the retirement of
  systems

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MVS A Program for Long-Term Change
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MVS Framework
BUSINESS DOMAINS
Submission Processing Manage Taxpayer
Accounts Customer Service Internal Management
Reporting Compliance Filing Payment
Compliance Criminal Investigation Future Business
Domains

• MVS Business Domains - Strategies in-play,
  support processes established, stakeholders
  committed and governance assigned
• MVS Technical and Service Domains - Will focus
  on strategy, priorities and IT enhancements and
  process improvements.

Enterprise Business and Technical Architecture
Annual Strategic Review Process
TECHNICAL DOMAINS
Enterprise Networks End User Equipment
Services MITS Management
IT Priorities (Infrastructure, Service and IT
Simplification)
SERVICE DOMAINS
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MVS Domain Strategies

• Business, Technical and Service Domains
• Modernization Vision Strategy (October 2007
  IRS.gov)

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Pillars of Modernization Modernized e-File,
CADE, Account Management Services Data Strategy

• Electronic filing to a majority of return types
  and payments, reducing taxpayer burden by
  improving quality, efficiency and service
  delivery
• Expanded options for electronic filing, payment,
  communication services and other automated
  services
• Data capture and up-front issue detection and
  resolution

• Improve data quality to enable business to make
  data-based decisions
• Consolidate redundant data repositories
• Expose and enforce common data standards to a
  wider audience
• Reduce point-to-point transfers to enable
  collaboration across systems/ applications

Treasury, GAO
Revenue Accounting Financial Reporting
Workflow, Work Management, Case Management,
Pending Updates Customer Communications
Daily/ On Demand
Taxpayer (Telephone Correspondence)
Capture Data From Paper
Data Strategy
Modernized e-File
Returns, Payments, Correspondence
Taxpayers
Customer Service Systems
Daily
Submissions Processing Paper
Validate Perfect Data
Examination Systems
Taxpayer Accounts
Daily/ On Demand
Taxpayer (Telephone Correspondence)
Customer AccountData Engine (CADE)
Collection Systems
Electronic Receipt of Submissions
Tax Returns
Account ManagementServices
Electronic Returns, Payments, Correspondence
Criminal Investigation Systems
Case / Activity History
Daily
Daily

• On line tools to view and update taxpayer data
  (adjustments, transfer money, apply credits, and
  do other updates to taxpayer accounts)
• Record activity history
• Monitor account for follow-up activity
• Compose and print notices
• Generate notices

• Post Transactions (tax assessments, payments,
  interest, penalty, extensions, bankruptcy,
  address changes, etc.)
• Issue refunds
• Identify account issues
• Generate notices
• Financial balance and controls

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Business Domain Customer Service
Customer Service
POTENTIAL SOLUTIONS
DOMAIN DESCRIPTION
OPPORTUNITIES
Centralized Contact Center Forecasting and
Scheduling
Provides tax law and compliance assistance,
taxpayer education, and taxpayer
account/refund/notice inquiries
Expand and integrate the communications channels
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Contact Recording
Increase taxpayers ability to self-assist and
self-correct
IRS GOALS
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Correspondence Imaging System
End-to-End Publishing
e-Services for Reporting Agents
Internet Customer Account Services
DOMAIN GOALS
Queuing Management System

• Expand electronic service capabilities to tax
  professional community partners
• Implement electronic service capabilities for
  individual and small business taxpayers
• Redirect Customer Service resources to work
  complex inquiries requiring one-on-one contact
  with taxpayers through the multi-channel contact
  center

Reporting Agents Access to e-Services
Enable effective and fast decision making with
decision support tools
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Develop effective tools to understand and adjust
to customer behavior, needs and trends
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