Untangling the IRS web of complaints

With 100,000 employees, the Internal Revenue Service likely has more than its fair share of disgruntled workers. And it’s possible, just possible, that unhappy IRS employees might tend to look just a bit unfavorably toward taxpayers. Enter MicroPact Engineering and Excalibur, which have just joined forces to help the IRS with its Integrated Complaints Tracking and Reporting System.

The two Virginia firms will provide the IRS with content management solution for its a tracking and monitoring system designed to ensure that appropriate actions are taken when internal misconduct issues are reported. MicroPact will provide the IRS with Web database application management support by developing a centralized database to store the IRS' existing complaints data.

Today, this information is stored in three different tracking systems in varying file formats. Excalibur RetrievalWare will be integrated into the system, enabling users to perform trend analysis and ad hoc inquiries by searching across all the material extracted from all three existing databases. No changes to the data or functionality of the existing systems will need to take place. The upgrade provides a means to consolidate and more accurately and efficiently generate information regarding various types of complaints.

RetrievalWare enables users to index and search a wide range of distributed information resources, including text files, HTML, documents, relational database tables, over 200 proprietary document formats (such as word processors and publishing systems) and groupware repositories.

MicroPact Engineering focuses on providing end-to-end e-business solutions to both federal agencies and commercial organizations.