Pacific Consulting Group Completes IRS ACE IT Project
Palo Alto, CA—January 31, 2005—On June 15, 2004, Pacific Consulting Group (PCG) launched the Adjustments Customer Experience Improvement Team (ACE IT) for the Internal Revenue Service (IRS). The purpose of this team was to dramatically improve the Small Business/Self-Employed Division's Adjustments correspondence experience for customers by:
- Significantly reducing the time it takes to resolve an adjustment.
- Keeping customers updated on the progress of their case via communication at key milestones defined by the customer during the adjustment process.
- Increasing capabilities of customer service representatives and the available resources to resolve issues with a single customer contact.
PCG facilitated the six-month action-planning process with the ACE IT team comprised of Adjustments managers and staff members. The initial ACE IT team achieved great success by developing a set of philosophies that can be adopted by different sites with various systems and management styles. These philosophies were put to work in the paper adjustments process but now need to be adapted to the computer imaging system (CIS) being rolled out to all of the adjustments sites. PCG is currently working with the IRS to integrate CIS and ACE IT into one process that equals improved customer satisfaction and business results.
About Pacific Consulting Group
Pacific Consulting Group (PCG) is a management consulting firm specializing in helping organizations improve their customers' and employees' experience and satisfaction. PCG's flagship service is the proprietary Net Impression® process, which integrates measurement and action into a strategic approach that perpetuates change. PCG's services include designing customer/employee assessment strategies, conducting qualitative research, designing and administering surveys, analyzing and prioritizing improvement targets, and action planning to turn market research into successful innovations that improve the customer/employee experience and business results.