| BITS
assisted SRA in providing technical analysis of
selected IRS Customer Service Sites. We were
responsible for analyzing and documenting
processing configurations at these selected
sites. Also responsible for reviewing technical
operational processes and making recommendations
for improvement, all work was performed at
various IRS locations located throughout the
United States. BITS assisted in the overall
physical site survey of each site’s
hardware, software, infrastructure, interfaces,
connectivity, and security.
Additionally,
BITS gathered required information concerning
Customer Service Operations, analyzed operational
processes and procedures, and made
recommendations for performance
improvements.
We
analyzed utilization of intelligent call routing
(ICR) devices, analyzed development and
maintenance of Call Control Tables (CCT’s),
Automated Call Distributors (ACDs), and Voice
Response Units (VRUs) as well as monitoring call
center performance.
We
populated a Microsoft Access database with
analysis results and developed a site report
containing findings and observations. We
also generated a "lessons learned"
report.
To
request more information, send us an email
or call.
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