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End-User Equipment and Services (EUES) Business Process Reengineering (BPR) Team

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.

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End-User Equipment and Services (EUES) Business Process Reengineering (BPR) Team

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  1. 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

  2. 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 Agenda Engineering EUES Excellence

  3. 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: Test and validate available tools and technology that enable improvements in service delivery performance and efficiency Test and validate new operational procedures Test process interfaces and validate interoperability with other processes Validate monitoring and measurement systems are in alignment with processes Validate testing methodology is repeatable and portable Establish and populate repository of process performance data Develop Subject Matter Experts (SMEs) that can be leveraged to support training and deployment enterprise-wide Build stakeholder and customer acceptance of new service delivery environment Proof-of-Process Goal & Objectives Engineering EUES Excellence

  4. Reengineered processes Engineering EUES Excellence

  5. Customer Base and EUES Employees Participating – • Memphis Customers • Nashville PODs • Memphis Campus • Memphis Territory EUES Staff • Nashville PODs • Memphis Campus • Austin ESD Staff Engineering EUES Excellence Memphis is not a processing site

  6. Schedule Dates Activities Engineering EUES Excellence

  7. 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 Employee/Customer Engagement Engineering EUES Excellence

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