U.S. Treasury Awards Accenture contract to support Taxpayer Casework

The U.S. Department of the Treasury has selected Accenture Federal Services as the lead contractor for the Internal Revenue Service’s (IRS) Account Management Services (AMS) system. As part of the five-year contract, Accenture will help implement new business requirements, tools and other automation processes to better support taxpayer casework.

AMS provides customer service representatives with real-time access to account information regardless of location, focusing on its Correspondence Imaging Inventory (CII). An inventory system within AMS that Accenture helped build in 2003, CII assists customer service representatives in addressing questions from taxpayers filing a range of tax forms. CII has completed nearly 50 million cases since its inception.

Work under the contract will enable the IRS to continue to improve customer service for taxpayers by improving application performance, automating manual tasks, and providing the versatility needed to easily adapt to ongoing legislative changes. The system will be able to display and validate changes to updated taxpayer accounts, and store and manage actions that include case transfers, case closures and correspondence. AMS manages more than 39,000 users and scans more than 60 million taxpayer documents.

“Ensuring that taxpayers have trusted resources available to help meet their tax responsibilities has always been a top priority for the IRS. This work will streamline operations and maintenance, making customer service operations more efficient and effective,” said Matt Tait, who leads Accenture’s work with the Treasury department.

Accenture also will help the IRS implement legislative changes created by Congress, from requirements analysis to design, development, testing and post-production support. Accenture currently is working with the IRS to implement a new inventory system to support casework related to the Affordable Care Act’s Branded Prescription Drug tax provision.

Accenture has served as a trusted partner to the IRS for more than 20 years, helping the agency to redesign, develop and manage three IRS portals and design, implement and operate the Return Preparer Registration System.

Accenture Federal Services is a wholly owned subsidiary of Accenture LLP, a U.S. company, with offices in Arlington, VA. Accenture’s federal business serves every cabinet-level department and 20 of the largest federal organizations. The U.S. federal portfolio spans across clients in civilian, defense, intelligence and public safety agencies.