IRS Telecommunications Systems and Support (TSS)
Investment ID: 015-000000348
Overview
Program Title
IRS Telecommunications Systems and Support (TSS)
Description
The Telecommunications Systems and Support (TSS) investment supports network (data and voice) services to provide secure taxpayer and employee access to IRS services. This includes the ability to provide access, phone, video, wireless and data services to 530 locations, 60,000 remote users, 90,000 employees and over 225 million taxpayer calls annually. As such, this investment is essential to providing the IRS with reliable, secure, innovative, cost-effective technology and services that enable communication, collaboration and business capabilities. Live Assistance enables real-time communication via a taxpayer s preferred channel and improves the experience through expanded self-service, using NLP-enabled capabilities that improve both the taxpayer experience and IRS efficiencies. The target state will provide seamless omni-channel taxpayer interaction, while providing IRS assistors with additional tools and resources to enhance productivity.
Type of Program
Standard IT Investments
Multi-Agency Category
Not Applicable
Investment Detail
The TSS Investment is an Operation and Maintenance investment that is constantly integrating new technologies into the infrastructure to provide cost benefits and service improvements to the environment. TSS is charged with transforming the IRS into a leading-edge technology user, empowering the IRS to transition to the next level in efficient, reliable and effective communications for both internal and external customers. TSS' role requires the ability to focus not only on the day-to-day operations environment, but also on longer-term improvements to the network and processes to align with future business needs.
The TSS investment provides for:
All user support in accordance with negotiated service level agreements.
Strategic planning, direction and oversight while coordinating business needs and the technology roadmap.
Complies with government security regulations.
Assures IT operational issues are resolved effectively and efficiently.
Establishes and enforces hardware and software standards.
Manages the architecture, design and engineering of the IRS network infrastructure.
Manage the architecture, design, engineering, standards and operations of the data, voice, video, contact center environment, converged networks and user infrastructure in support of the IRS strategic plan and mission.
Maintain the day-to-day operations environment while developing long term network improvements in support of business requirements.
The TSS investment provides for:
All user support in accordance with negotiated service level agreements.
Strategic planning, direction and oversight while coordinating business needs and the technology roadmap.
Complies with government security regulations.
Assures IT operational issues are resolved effectively and efficiently.
Establishes and enforces hardware and software standards.
Manages the architecture, design and engineering of the IRS network infrastructure.
Manage the architecture, design, engineering, standards and operations of the data, voice, video, contact center environment, converged networks and user infrastructure in support of the IRS strategic plan and mission.
Maintain the day-to-day operations environment while developing long term network improvements in support of business requirements.