Identifying Options for Organizational and Business Changes at IRS

Gao ID: T-GGD-91-54 July 9, 1991

GAO discussed the Internal Revenue Service's (IRS) Tax Systems Modernization (TSM) program efforts to identify options for organizational and business changes at IRS. GAO noted that: (1) the IRS Design Master Plan did not provide a vision of how the new technology could enable IRS to transform its future organizational structures and business operations; (2) although the automation of current business processes should provide clear benefits, its current organizational structure and business will constrain IRS from using new systems to provide the best quality service to taxpayers; (3) the design of the new systems could constrain the consideration of such business options as consolidating or changing the functions of the 10 existing service centers before they have been adequately exposed and discussed; (4) a survey of 25 private companies showed that such modernization could result in major organizational change; and (5) IRS has made efforts to redefine several aspects of its business operations, but they were not linked to the new systems under the plan.

Recommendations

Our recommendations from this work are listed below with a Contact for more information. Status will change from "In process" to "Open," "Closed - implemented," or "Closed - not implemented" based on our follow up work.

Director: Jennie S. Stathis Team: General Accounting Office: General Government Division Phone: (202) 512-5407


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