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TIGTA: IRS Successfully Reorganized One of Its Information Technology Support Organizations, but...

October 11, 2012

TIGTA - TIGTA - 2012-53 David Barnes David.barnes@tigta.treas.gov TIGTACommunications@tigta.treas.gov (202) 622-3062

TIGTA: IRS Successfully Reorganized One of Its Information Technology Support Organizations, but More Can Be Done

WASHINGTON - The Internal Revenue Service (IRS) successfully restructured one of its information technology support organizations, but it must redouble its efforts to ensure that IRS employees use a self-service tool to resolve minor computer issues themselves, according to a report publicly released today by the Treasury Inspector General for Tax Administration (TIGTA).

The End-User Equipment and Services (EUES) organization is the IRS’s “help desk,” resolving computer hardware and software problems over the phone or in person. The organization completed a two-year reengineering effort in August 2009, which TIGTA reviewed at the request of the IRS’s Chief Technology Officer.

TIGTA found that the EUES organization effectively planned its reorganization and worked with the National Treasury Employees Union to offer its employees appropriate options including reassignment or the ability to compete for vacant positions within the realigned organization. Employees also received training in the new organization’s duties and operations.

However, TIGTA found that EUES organization management could take additional steps to cut costs and increase efficiency.

TIGTA made two recommendations; IRS management agreed with the recommendations and is taking appropriate steps to implement them.