IRS Taps Pegasystems to Modernize Operations

The Internal Revenue Service has tapped the services of Pegasystems for the tax agency’s modernization efforts to bring down costs and speed up transactions. 

The agency will integrate the company’s cloud-based applications, Pega Government Platform and Pega Customer Service, with the latest Enterprise Case Management system in a bid to improve the organization’s collection efficiency, the company said Tuesday. 

Part of the modernization project includes the ECS system deployment to integrate current technologies into a single platform to serve the interests of taxpayers, the IRS and its workforce. 

Doug Averill, Pegasystems’ vice president and industry market lead for government, is confident that the agency-wide applications will transform the agency’s overall operations for the sake of American taxpayers. He added that numerous agencies still have legacy systems that come up short in managing rising market demands and requirements. 

The IRS said it processed over 250M returns and released more than $450B in tax refunds in fiscal year 2019. Nearly 61M taxpayers were assisted through phone inquiries and in-person visits, while around 650 million visits and taxpayers downloaded close to 363M files.

Pegasystems said its products will allow the IRS to enhance operations, simplify expenses and improve taxpayer services. The ECS system is expected to assist agency personnel in reviewing issues and communications related to each tax case to facilitate resolution.