IRS Launches New Case Management System: Phoenix

News Summary

The IRS is set to replace its outdated case management tool, TAMIS, with a new and efficient system called Phoenix, aiming to improve customer service and reduce backlog. This upgrade comes in response to a significant increase in case volume, with hopes to streamline operations and enhance communication with taxpayers. The transition is anticipated to be completed before October 2023, providing a welcome change for those seeking assistance.

IRS Set to Launch New Case Management System This Summer

Exciting news is on the horizon for taxpayers as the IRS’s Taxpayer Advocate Service (TAS) prepares to replace its outdated case management system. After two decades of using the Taxpayer Advocate Management Information System (TAMIS), TAS is ready to introduce a fresh and efficient tool called Phoenix. This upcoming change aims to boost customer service and tackle some of the operational challenges that taxpayers have faced.

Time for a Change

The implementation of Phoenix is expected to roll out before October, and there’s a lot of hope riding on this new system! The existing TAMIS system has been showing its age, struggling with slow processing times, needing manual data entries, and having limited capabilities that often forced employees into tricky workarounds. It’s clear to see why the IRS is making the switch – TAMIS just can’t keep up with the growing demand.

Over the past few years, TAS has been dealing with a swift increase in case volumes. They saw a staggering increase of 50,000 cases in fiscal year 2024 compared to fiscal year 2020. Unfortunately, this surge corresponded with a backlog that left many taxpayers waiting, with an average delay reaching 146 days for those seeking assistance! Who likes waiting for tax help? Definitely not anyone.

Rolling Out Phoenix

The transition to Phoenix has been a work in progress, with major steps taken beginning in the fall of 2023 when TAS completed its blueprint for this new customer relationship management tool. Designed with a modern flair, Phoenix draws inspiration from a platform developed by Salesforce. This means we can expect those chic features like built-in calendars and convenient to-do lists. All of these upgrades should make managing cases much simpler and faster.

Currently, employees have been stretched thin, relying on multiple systems just to find vital information about cases, resulting in frustrating delays for taxpayers. But with Phoenix, the IRS is hopeful that the integrated features will not only streamline the process but also help tackle an ever-growing backlog of cases. The TAS is gearing up to meet these challenges head-on!

What’s Next?

Even with the big transition, TAS plans to maintain TAMIS as a record-keeping tool for several years. But, don’t expect to see any active casework handled through it anymore. The hope with Phoenix is that it will not only assist in resolving current case backlogs but also improve how TPS communicates with individuals seeking assistance. Innovative upgrades might include a customer-facing portal, making it easier for taxpayers to get the support they need.

Taxpayers have faced a frustrating journey recently, with reports indicating that in fiscal year 2023, nearly 63% of closed cases lagged behind required contact timeframes. That’s a lot of headaches that the new system aims to resolve! Phoenix promises a brighter future for taxpayers who just want to get their questions answered and their issues resolved promptly.

Anticipation Builds

While there is still a bit of wait until Phoenix officially launches, there’s plenty of excitement buzzing around the improvements it is expected to bring. By addressing the issues with the outdated TAMIS system, TAS aims for greater efficiency in serving taxpayers moving forward. This elegant upgrade is certainly a step in the right direction and is expected to significantly enhance the overall experience for everyone involved. So, stay tuned! The IRS is aiming to bring a whole new level of efficiency to taxpayer services soon!