Transformation at the IRS
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Publication Date:
September 23, 2002
Industry:
Government
Source:
Harvard Business School
Used as the capstone case for a course on Managing Service Operations (606-092).
Describes the service transformation occurring at the U.S. Internal Revenue Service. Plagued by a history of poor service, enormous complexity, and an insular employee base, the 100,000-person organization grapples with a turnaround process that attempts to change virtually every aspect of the organization, including IT systems, This case includes information regarding share services organizational structure, organizational culture, and customer service. This case includes information regarding shared services.
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Transformation at the IRS
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