Provides a clearing house for best practices around data and analytics, instruments metrics to support service delivery processes, and builds tools that facilitate continuous process improvement.

The modernization and transformation efforts of all of the CoEs are focused on delivering meaningful impact for taxpayers.

Service Offerings

  • Data analysis and reporting
  • Interactive dashboard creation
  • Continuous process improvement
  • Metric definition and measurement
  • Data driven process implementation
  • Embedding mechanisms for rapid feedback and analysis

Accomplishments

  • Developed the Tell Sonny Dashboard which captures feedback from citizens across the U.S. (April 2018)
  • Developed Tableau Dashboards using crop acreage/loan participation data to identify sites for customer experience Researchers to visit (April 2018)
  • Published version one of CoE IT modernization dashboards (May 2018)
  • Developed Contact Center Dashboard of existing contact centers with over 10 FTE across the U.S. (May 2018)