IRS: First Automated Customer Satisfaction System (Fall 1998 - Spring 1999)
Contacted by Accenture to assist an Accenture team as a consultant to VISTA-IT. Provided user performance reviews and testing for the first automated system to measure the customer satisfaction provided by the IRS, one of the largest "customer support" operations in the world.

The IRS runs 24 taxpayer assistance call centers that are integrated into a single nationwide system. This system provides telephone assistance to 55 million phone callers per year, including individuals and professional tax preparers, with services that scale from simple tax questions to overdue tax collections services.

This automated system measures and reports the customer satisfaction of those 55 million phone calls for tax assistance, and other direct U.S. citizen contacts with the IRS.

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