Account Management Services (AMS)
Investment ID: 015-000000046
Overview
Program Title
Account Management Services (AMS)
Description
AMS is a major strategic investment that delivers improved customer service to over 34,000 end-users by providing the tools necessary to access tax information quickly and accurately.
Type of Program
Major IT Investments
Multi-Agency Category
Not Applicable
Associated Websites
http://(www.itdashboard.gov/, http://www.irs.gov/, http://www.irs.gov/uac/Affordable-Care-Act-Tax-Provisions-Home, http://www.treasury.gov/about/budget-performance/strategic-plan/Pages/index.aspx
Investment Detail
The Account Management Services (AMS) application provides a variety of research and case management tools for approximately 34,000 IRS employees. The AMS system also provides both large-scale inventory management at the enterprise level and customized workflow management at the individual case level. In the toll-free telephone arena, IRS Customer Service Representatives (CSRs) utilize AMS while currently answering over 5.7 million taxpayer phone calls.
CSRs depend on AMS to provide detailed account history and other online tools (i.e., tax return view, worksheets and checklists) in order to respond to taxpayers efficiently and effectively. Approximately 9.7 million documents were scanned into the AMS system providing employees with electronic copies of taxpayer correspondence. AMS has several electronic inventories providing IRS business organizations with case workflow automation and mobility. The electronic inventories are systemically delivered to all ten IRS campuses allowing the IRS to manage taxpayer accounts and to balance employees' workload. Recently, there were 13.6 million electronic cases worked, managed and controlled via AMS.
CSRs depend on AMS to provide detailed account history and other online tools (i.e., tax return view, worksheets and checklists) in order to respond to taxpayers efficiently and effectively. Approximately 9.7 million documents were scanned into the AMS system providing employees with electronic copies of taxpayer correspondence. AMS has several electronic inventories providing IRS business organizations with case workflow automation and mobility. The electronic inventories are systemically delivered to all ten IRS campuses allowing the IRS to manage taxpayer accounts and to balance employees' workload. Recently, there were 13.6 million electronic cases worked, managed and controlled via AMS.