Engineering EUES Excellence

End-User Equipment and Services (EUES)

Business Process Reengineering (BPR) Team

Proof-of-Process (PoP) Piloting Framework

Presented by Bill MossBriefing for NTEU – June 6, 2008

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Agenda

• Today’s discussion will address the piloting of reengineered service delivery processes emerging from the EUES BPR effort

• Separate discussions will be held in the future to address overall restructuring of the EUES organization as a result of the BPR effort

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Proof-of-Process Goal & Objectives

• Goal: The goal of the Proof-of-Process is to test and validate reengineered Seat Management service delivery processes prior to deployment to the IRS enterprise

• Objectives:

1) Test and validate available tools and technology that enable improvements in service delivery performance and efficiency

2) Test and validate new operational procedures3) Test process interfaces and validate interoperability with other processes4) Validate monitoring and measurement systems are in alignment with processes5) Validate testing methodology is repeatable and portable6) Establish and populate repository of process performance data7) Develop Subject Matter Experts (SMEs) that can be leveraged to support

training and deployment enterprise-wide8) Build stakeholder and customer acceptance of new service delivery environment

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Reengineered processes Processes Sub-processes

Process 1: Move, Add, Change • ITAMS ticket request <10 items hw/sw• Incident Management• Catalog of Services• Account Provisioning• Probe & Response

Process 2: Equipment Management

• Asset Management (cradle to grave)• Telecom Acquisition & Disposal

Process 3: Maintenance, Troubleshoot, and Repair

• Day-to-Day Break/Fix• Identify problems/resolutions for hw/sw• Warranty work with vendors• Incident Management

Process 4: Local Network Management

• Preventative Maintenance• Bench Stock levels• Backups/Off-site storage

Process 5: Project Management/Universal Work Request

• Work request >10 via UWR• Equipment Refreshment (printers, LT, DT, Blackberry)• Project Execution (TaxWise, EDE, etc.)

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Customer Base and EUES Employees Participating –

• Memphis Customers– Nashville PODs– Memphis Campus

• Memphis Territory EUES Staff– Nashville PODs– Memphis Campus

• Austin ESD Staff

Site Type Location

Campus Memphis

Computing Center

ACS Call Site Nashville

W&I Call Center (2) MemphisNashville

Field PODs (3) Memphis Territory

VPN (4) Nashville

Memphis is not a processing site

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Schedule

Week1

Week 2

Week3

Week 4

Week 5

Week 6

Week 7

Week8

Week 9

Week10

Week11

Week12

Week13

Train Nashville and Austin ESD employees

Conduct townhall w/ employees & customers

Conduct PoP; Nashville POD & Austin ESD

Conduct PoP; Nashville PODs (3)

Train Memphis EUES employees

Conduct PoP at Memphis campus

Gather lessons learned and feedback

ActivitiesDates

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Employee/Customer Engagement

• Communication:– Employees and customers participating in pilot activities will be notified through timed

communications at 30 days and 15 days prior to specific pilot start dates– Communications to employees will be disseminated via email and/or appropriate 7114

meetings – Communications to customers will be disseminated through available IRS channels (i.e., IR-

Web, IRS Today, MITS In The News, Leader’s Alert, etc.)

• Training:– Employees will be provided training in processes being piloted using available delivery

methods as appropriate (e.g., workshops, desk guides, Standard Operating Procedures (SOPs), manuals, classroom and/or on-the-job instruction)

– Training for employees will be delivered 10 days prior to the start of specific pilot activities– It is anticipated that there will be no training requirements for customers

• Measurement:– Existing assessment tools will be utilized to evaluate impact of process changes from the

customer perspectives– Existing metrics will be utilized to evaluate process performance and efficiency

improvements