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(Revised from original 2002 version)
Transformation at the IRS
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.
Keywords: Service Delivery;
Public Administration Industry;
Edmondson, Amy C., Frances X. Frei, and Corey B. Hajim. "Transformation at the IRS." Harvard Business School Case 603-010, November 2002. (Revised from original September 2002 version.)