The Internal Revenue Service’s newly established enterprise digitalization and case management office (EDCMO) is designing information technology pilot projects to improve taxpayers’ experiences by going paperless and streamlining business processes, FedScoop reported Monday.
“We’re going to be maintaining a test and learn approach, particularly early on,” Mitchell Winans, senior adviser within EDCMO, said during a recent ACT-IAC event. “I think we’re probably going to identify some specific use cases and try to take some targeted approaches on that just to see what we can learn about improving that experience for that particular customer or for that particular IRS employee.”
Winans said the new IRS office seeks to train personnel how to use machine-readable data and reduce paper volume at the agency. He also noted about the need to advance change management.
“There still is room for improvement when it comes to exploring, adopting and integrating different tools or technologies into our day-to-day activities,” Winans added.