Engineering EUES Excellence End-User Equipment and Services (EUES) Business Process Reengineering (BPR) Team Proof-of-Process (PoP) Piloting Framework Presented by Bill Moss Briefing for NTEU – June 6, 2008

Engineering EUES Excellence2 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

Engineering EUES Excellence3 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 procedures 3)Test process interfaces and validate interoperability with other processes 4)Validate monitoring and measurement systems are in alignment with processes 5)Validate testing methodology is repeatable and portable 6)Establish and populate repository of process performance data 7)Develop Subject Matter Experts (SMEs) that can be leveraged to support training and deployment enterprise-wide 8)Build stakeholder and customer acceptance of new service delivery environment

Engineering EUES Excellence4 Reengineered processes ProcessesSub-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.)

Engineering EUES Excellence5 Customer Base and EUES Employees Participating – Memphis Customers –Nashville PODs –Memphis Campus Memphis Territory EUES Staff –Nashville PODs –Memphis Campus Austin ESD Staff Site TypeLocation CampusMemphis Computing Center ACS Call SiteNashville W&I Call Center (2)Memphis Nashville Field PODs (3)Memphis Territory VPN (4)Nashville Memphis is not a processing site

Engineering EUES Excellence6 Schedule Week 1 Week 2 Week 3 Week 4 Week 5 Week 6 Week 7 Week 8 Week 9 Week 10 Week 11 Week 12 Week 13 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 Activities Dates

Engineering EUES Excellence7 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 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