The IRS has successfully restructured one of its IT support organizations, but it should go further to ensure employees use a self-service tool to resolve minor computer issues themselves, the Treasury Inspector General for Tax Administration has said.
The agency’s End-User Equipment and Services (EUES) organization functions as a computer help desk and successfully completed a reengineering effort in 2009.
TIGTA said 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.
It also said employees received training in the new organization’s duties and operations and that EUES organization management developed a balanced scorecard measure summary that aligns strategic objectives with performance measures.
However, TIGTA found that EUES organization management could take additional steps to cut costs and increase efficiency. It said management agreed to with recommendations that the chief technology officer implement additional measures to help demonstrate cost-effectiveness and efficiencies and to identify opportunities for improvement, as well as to collaborate with IRS management and NTEU to mandate the use of the self-help password management tool.
