Digital transformation

ServiceNow Wins Deal to Accelerate IRS’s Digital Modernization

California-headquartered software company ServiceNow announced that it has secured a five-year contract with the Internal Revenue Service to provide a proprietary low code development platform. The deal calls for the acceleration of the IRS’ long-term digital transformation efforts by consolidating 12 legacy systems into a single platform of record, ServiceNow said Tuesday.

In a statement, ServiceNow said that at the height of tax season, IRS call centers field between two to three million calls from taxpayers per day. Maintaining a strong tax administration system at this scale requires organizational excellence, leading technology and partners with expertise in implementing and deriving maximum value, it was stressed.

Steve Walters, vice president of federal at ServiceNow, said the agency has been tasked with performing some of the most important work in the nation using disparate systems that are often decades-old. He added that the services that his company will deliver will provide IRS employees with modern technology to meet the needs of taxpayers at scale.

ServiceNow will support these requirements by integrating solutions for IRS employees to manage workflows, improve documentation of incident assessments, and ultimately streamline their interactions with taxpayers. The company will carry out its obligations under the deal with the help of its partners, Carahsoft Technology and Intact Technology.

Meanwhile, Jesse White, chief executive officer of Intact Technology, said that with the start of a new fiscal year, the contract marks a turning point in the IRS’ modernization journey as it is the agency’s largest digital transformation venture in half a century.

The integration of ServiceNow’s cloud-based solutions will also support the IRS’ Human Capital Office in its endeavor to support retiring employees and streamline the onboarding of new employees over the next two years, it was further explained.