1.1.12 Chief Information Officer (Cont. 2)

1.1.12.9
Associate Chief Information Officer for End-User Equipment and Services

1.1.12.9.1
Business Administration

1.1.12.9.1.3 (04-01-2007)
Administrative Services

  1. The mission of Administrative Services is to Develop, monitor, and analyze the execution of HR related activities for Enterprise Systems Management.

1.1.12.9.2 (04-01-2007)
Planning, Coordination, and Asset Management

  1. Planning, Coordination, and Asset Management will provide leadership and direction for nationwide project implementation. It will provide oversight, coordination, and guidance to the Asset Management Program, including coordinating annual certification, reconciliation, and analysis of all inventory records. It will provide oversight, coordination, and guidance for customer relationship management, contract management, Universal Work Requests (UWRs), policy and measures; and TIGTA/GAO audit management.
  2. To accomplish its mission, Planning, Coordination, and Asset Management will:
    1. Define, develop, and track major technology strategies and programs.
    2. Translate strategic plans into tactical plans and provide input into out-year financial and strategic planning.
    3. Participate in the coordination and input of supply side issues for the development of the Master Service Level Agreement (MSLA).
    4. Monitor performance of EUES service and delivery levels as they relate to MSLA.
    5. Provide IRS-wide oversight, coordination, and guidance on the Asset Management Program.
    6. Coordinate certification, reconciliation, and analysis of all inventory records.
    7. Coordinate contract management.
    8. Coordinate UWR management for EUES.
    9. Coordinate TIGTA/GAO audit management for EUES.
  3. Planning, Coordination, and Asset Management has two subordinate offices:
    • Customer Relationship Management
    • Asset Management

1.1.12.9.2.1 (04-01-2007)
Customer Relationship Management

  1. Customer Relationship Management will provide continual support for EUES issues, maintain a group of Senior Account Representatives (SARs) to work with the Division Information Officers and Business Systems Planners (DIO/BSP) to ensure that SLA expectations are met, serve as an escalation point to upper management, develop and maintain customer profiles, ensure that EUES information is shared with the Office of Stakeholder Management and throughout MITS, and manage UWRs within EUES.
  2. To accomplish its mission, Customer Relationship Management will:
    1. Participate in the coordination and input of supply side issues for the development of the MSLA.
    2. Monitor performance of EUES service and delivery levels as they relate to the MSLA, and, through the senior account representatives, work with the business units to adjust the MSLA.
    3. Assess the impact of change activities upon service quality and delivery levels.
    4. Coordinate EUES issues that need to be elevated to upper management.
    5. Develop and share information with the Office of Stakeholder Management and across the enterprise.
    6. Work with business units to develop and maintain profiles for hardware and software requirements.
    7. Work with Acquisition to ensure that contracts within EUES are managed appropriately.
    8. Coordinate the management of UWRs within EUES with appropriate developers and stakeholders.
    9. Serve as the Functional Coordinator within EUES.
    10. Ensure that all responsibilities associated with TIGTA/GAO audits are completed in a timely manner.
  3. Customer Relationship Management has three subordinate offices:
    • Customer Service Management
    • Coordination and Oversight Management
    • Project Management and Coordination

1.1.12.9.2.2 (04-01-2007)
Asset Management

  1. Asset Management will provide oversight, coordination, and guidance on the Asset Management Program, including coordination with the Treasury Department, other Agencies, the Chief Financial Officer (CFO), Agency Wide Shared Services and EUES Single Point Inventory Function (SPIF) coordinators. It will coordinate annual certification and reconciliation of inventory records.
  2. To accomplish its mission, Asset Management will:
    1. Provide IRS-wide oversight, coordination, and guidance on the Asset Management Program.
    2. Coordinate certification, reconciliation, and analysis of inventory records.
    3. Certify all IRS technology assets including desktops, printers, scanners, and Tier I and Tier II equipment.
    4. Administer quality assurance activities for the Asset Management Program.
    5. Coordinate with members of the above groups for policy and procedure on Asset Management.
    6. Maintain the Asset Management IRM, ensuring that regular updates are made and communicated to all required parties.
    7. Coordinate training for Asset Management across EUES.
  3. Asset Management has three subordinate offices:
    • Asset Management and Certification
    • Asset Management Reporting
    • Policy and Measures

1.1.12.9.3 (04-01-2007)
Data Security Operations

  1. The mission of DSO is to provide customer focused-support to EUES through the development and implementation of an information security program that will protect, detect, and direct IRS employees, operations, assets, and information in support of the IRS mission.
  2. To accomplish its mission, DSO will:
    1. Ensure that applicable Mission Assurance information security policies, procedures, and controls are implemented through the EUES direct reports.
    2. Provide security consultation to EUES managers and business unit customers. This includes the assessment and interpretation of Mission Assurance policies.
    3. Direct Online 5081 program management activities.
    4. Coordinate the implementation of Mission Assurance information security policies and directives with regard to server/workstation/telecomm security configuration compliance.
    5. Perform the necessary coordination between Mission Assurance and EUES management to facilitate compliance reporting under the Federal Information Security Management Act (FISMA).
    6. Identify/recommend to EUES managers relevant information security training for their employees.
    7. Implement a process to enable the monitoring of system accesses.
    8. Perform the necessary coordination between Mission Assurance and EUES management to facilitate the Computer Security Material Weakness Action Plan on Access Controls.
    9. Perform the necessary coordination between Mission Assurance and EUES management to facilitate the Reportable Condition on Separated Employee Clearance.
    10. Be responsible for the development and implementation of action plans to mitigate weaknesses identified during GAO or TIGTA audits concerning security or access controls.
    11. Maintain the procedures and repository for EUES deviation requests.

1.1.12.9.4 (04-01-2007)
Enterprise Systems Management

  1. The mission of Enterprise Systems Management is to provide software management, testing, and integration for Tier III workstations; planning, requirements analysis, ordering, and management of the Tier 3 hardware program; electronic distribution of software patches and upgrades; maintenance and administration of systems management infrastructure and tools; software enhancement and support for the Asset Management, Service Management, Password Management, and OS GetServices applications; and infrastructure reporting and metrics.
  2. To accomplish its mission, Enterprise Systems Management will:
    1. Provide high level leadership, planning, direction, and oversight for technology strategies that impact Tier 3 workstation hardware, software, and operating platforms.
    2. Implement Enterprise Systems Management through use of automated tool suites including Tivoli, Altiris, Aelita, and HP Insight to perform software distribution, event management, inventory management, and data gathering and reporting.
    3. Support implementation of Modernization ESM initiatives by providing information about services and equipment in the current production environment.
    4. Provide direction, management, and support for Tier 3 workstation and software operations supporting the enterprise.
    5. Provide support for password management, campus management, asset management, and Enterprise Service Desk applications.
  3. ESM has six subordinate offices:
    • Production Support
    • Process Support I and II
    • Analysis Support
    • Software Distribution
    • Workstation Standards

1.1.12.9.4.1 (04-01-2007)
Production Support

  1. Production Support will provide day-to-day operations of the ESM infrastructure.
  2. To accomplish its mission, Production Support will:
    1. Provide operational support for the ESM Unix server infrastructure.
    2. Provide operational server administration for ESM servers.
    3. Monitor server performance metrics for ESM servers.
    4. Deploy security patches and upgrades to the ESM servers.
    5. Provide security services, including compliance with the LEM, for ESM servers.
    6. Provide senior technical product support for the Tivoli tool suite.
    7. Resolve Help Desk tickets related to the Tivoli tool suite.
    8. Deploy new ESM infrastructure functionality.
    9. Monitor Tivoli endpoint health and resolve missing endpoint health problems.
    10. Support and maintain Modernization applications delivered by the PRIME.

1.1.12.9.4.2 (04-01-2007)
Process Support I

  1. Process Support I provides liaison and serves as a conduit between new products and/or projects being introduced into the EUES environment and their operational owner within Enterprise Systems Management. This group will also provide product ownership for new and existing enterprise tools.
  2. To accomplish its mission, Process Support I will:
    1. Provide senior technical support for ESM and Tier 3 server management products and tools.
    2. Provide guidance on the architecture and engineering of supported products.
    3. Coordinate with other MITS organizations and with the PRIME to support the Modernized ESM environment.
    4. Coordinate and facilitate communications between vendors and the internal customers/users of their products and tools deployed by EUES to operate, maintain, monitor, and support the infrastructure.
    5. Assist the Business Administration function with the budget and procurement process as it relates to their products, including assisting in the completion of the Acquisition Life Cycle (ALC) documentation.

1.1.12.9.4.3 (04-01-2007)
Process Support II

  1. Process Support II provides customization and maintenance of commercial off-the-shelf (COTS) products used to support mission-critical activities such as the Enterprise Service Desk and the Asset Management system. It is also responsible for customizing, maintaining, and providing support for a variety of Servicewide customer-facing self-service systems (e.g., web-based ticketing), knowledge (content) management, change management, and password management.
  2. To accomplish its mission, Process Support II will:
    1. Customize and maintain commercial products that support Asset Management, Service Management, Password Management, and OS GetServices applications.
    2. Deliver business systems and web services in support of the above products.
    3. Provide day-to-day applications support and advanced level technical support for the above products and services, including application account maintenance, error resolution, diagnostics, and repair.
    4. Gather customer requirements for product enhancements and technical guidance for the introduction of products into the operating environment.
    5. Plan, test, deploy, and manage product upgrades.
    6. Provide reporting metrics on data collected by these products.
    7. Support the development of customer education and marketing material.
    8. Coordinate and provide technical guidance to Enterprise Operations in support of application performance tuning and monitoring.

1.1.12.9.4.4 (04-01-2007)
Analysis Support

  1. Analysis Support compiles data used for performance measures and reporting. It also supports web page reporting.
  2. To accomplish its mission, Analysis Support will:
    1. Provide infrastructure reporting and performance measures.
    2. Provide infrastructure data analysis and research.
    3. Provide infrastructure workload management data.
    4. Provide infrastructure data and reports using web technology.
    5. Provide infrastructure data for Security and TIGTA/GAO audits.
    6. Provide resources matching data for projects, CSIRC, and inventory reporting.

1.1.12.9.4.5 (04-01-2007)
Software Distribution

  1. Software Distribution distributes software upgrades and patches. It also provides distribution services for project development offices and for other specialized distribution requests.
  2. To accomplish its mission, Software Distribution will:
    1. Package and distribute software upgrades and patches to Tier 3 workstations and for certain Tier 2 platforms.
    2. Support patch management integration for Tier 3 workstations and servers.
    3. Provide analysis and reporting of software deployment.
    4. Support the electronic inventory process.
    5. Support the analysis of enterprise system tools functionality.

1.1.12.9.4.6 (04-01-2007)
Workstation Standards

  1. Workstation Standards provides support for the enterprise Tier 3 workstation environment. It provides software management, sets and maintains standards via the Common Operating Environment (COE), provides software integration, tests compatibility, develops patches and hotfixes, determines and manages hardware strategies, and provides management and control of the Tier 3 workstation hardware program.
  2. To accomplish its mission, Workstation Standards will:
    1. Provide standard operating environments for workstations.
    2. Provide testing, development, integration environment for deployment of standard images, hot fixes, and baseline and above-baseline products.
    3. Ensure Section 508 compliance for applications, products, and services.
    4. Manage upgrades to applications, products, and services.
    5. Coordinate with MITS Areas and Territories in the development of implementation plans for refresh equipment.
    6. Coordinate with the IRS Office of Procurement to ensure proper contract specifications and modifications for equipment acquisitions.

1.1.12.9.5 (04-01-2007)
Enterprise Service Desk

  1. The mission of the Enterprise Service Desk is to provide a central point for reporting, tracking, and resolving IT problems across the enterprise.
  2. To accomplish its mission, the Enterprise Service Desk will:
    1. Formulate short-range and long-range program strategies and objectives for the Enterprise Service Desk.
    2. Coordinate program activities for Enterprise Service Desk, which provides help desk coverage 7×24 with multiple user interfaces.
    3. Provide management support and oversight to all Enterprise Service Desk supporting organizations.
  3. The Enterprise Service Desk has three subordinate offices:
    • Service Desks (Eastern and Western)
    • Quality Assurance and Systems Control

1.1.12.9.5.1 (04-01-2007)
Service Desks (Eastern and Western)

  1. The Service Desk will ensure a proactive approach to customer service by allowing customers to receive timely notification of all service-related issues.
  2. To accomplish its mission, each Service Desk will:
    1. Ensure timely, quality assessments of all help desk and problem resolution activities, including the distribution of customer surveys.
    2. Ensure that corrective actions are identified, implemented, and evaluated to address any customer service concerns.
  3. The Service Desk has eight subordinate offices:
    • Eastern Service Desk (Atlanta, Philadelphia, Austin A, and Austin B)
    • Western Service Desk (Ogden, Oakland, Fresno Day, and Fresno Evening)

1.1.12.9.5.2 (04-01-2007)
Quality Assurance and Systems Control

  1. Quality Assurance and Systems Control will establish corporate call traffic management guidelines and monitor call volumes and trends to ensure timely problem resolution. Enterprise Control will also oversee escalation of critical problems.
  2. To accomplish its mission, Control Quality Assurance and Systems Control will:
    1. Monitor call traffic trends affecting Service Desk Groups and make appropriate routing adjustments to ensure timely problem resolution.
    2. Improve business practices and provide technology upgrades to the call traffic systems in order to deliver quality customer assistance.

1.1.12.9.6 (04-01-2007)
Area Offices (Northeast, Southeast, and Western)

  1. The mission of the Area Offices is to provide support and guidance for the full range of planning, directing, managing, and executing activities related to Tier 3 workstations and peripherals, multi-user systems, local area network servers, voice and data communications, IT equipment and data security, financial management, and inventory management.
  2. To accomplish its mission, each Area Office will:
    1. Provide infrastructure management and customer-facing support to business unit customers.
    2. Provide on-site desktop and level 2 Service Desk support to all field locations.
    3. Provide LAN/WAN administration.
    4. Provide solutions to customer IT problems.
    5. Provide leadership related to the installation and maintenance of voice and data communications infrastructure.
    6. Ensure service delivery in accordance with Service Level Agreements.
    7. Implement ADP and Communications projects.
    8. Ensure that IT equipment and data is protected in accordance with government-wide and IRS standards, policies, and procedures.
    9. Manage asset/physical inventory.
    10. Participate in the development of IS Operations’ Strategic Plan and Budget.
    11. Ensure administrative activities (personnel, budget, training, organizational, etc.) are accomplished.
    12. Ensure customers are trained on new and updated hardware.
    13. Lead and provide executive sponsorship to major initiatives.
  3. Each Area Office has three subordinate offices:
    • Customer Relationship Management
    • Business Administration
    • Territory Offices

1.1.12.9.6.1 (04-01-2007)
Customer Relationship Management

  1. Customer Relationship Management serves as a customer advocate and provides the strategic vision, leadership, coordination, and support to the Territory offices to ensure effective implementation of major Area-wide projects.
  2. To accomplish its mission, Customer Relationship Management will:
    1. Coordinate Area-wide projects with Territory offices.
    2. Ensure service delivery in accordance with Service Level Agreements.
    3. Provide consulting services to customers regarding infrastructure and the best methods for meeting their data access/application needs.

1.1.12.9.6.2 (04-01-2007)
Business Administration

  1. Business Administration provides support and guidance for the full range of planning, directing, managing, and executing financial, human capital, and physical inventory management activities for the entire Area.
  2. To accomplish its mission, Business Administration will:
    1. Develop, analyze, submit, and periodically update operational and project-specific funding requirements for programs and initiatives delivered within the Area.
    2. Monitor and track the creation and status of all obligating documents for both labor and non-labor expenditures for the Area.
    3. Monitor and analyze the execution of budgeted funds to ensure full utilization within all applicable operating financial guidelines.
    4. Develop, analyze, submit, and periodically update training requirements for IT employees.
    5. Coordinate training delivery with the MITS Learning and Education Branch.
    6. Provide coordination, oversight, and support to the Territory Offices across the full range of HR management activities.
    7. Provide coordination, oversight, and support for all asset management activities in the Area.
    8. Provide coordination and support for other administrative programs as needed.

1.1.12.9.6.3 (04-01-2007)
Territory Offices

  1. The Territory Offices will provide the local goods and services required to ensure that IRS end-users have the reliable, high-quality information technology infrastructure needed to perform effectively and efficiently.
  2. To accomplish its mission, each Territory Office will:
    1. Serve as customer advocate.
    2. Provide on-site desktop support to all Territory field locations.
    3. Provide solutions to customer IT problems.
    4. Install and maintain the voice and data communications infrastructure and systems.
    5. Ensure service delivery in accordance with Service Level Agreements.
    6. Implement ADP and Communications projects.
    7. Manage ADP and Communications asset/physical inventory.
    8. Coordinate customer support and projects with the Area Office and other stakeholders as needed.
    9. Ensure continuous employee development and training.
    10. Provide day-to-day operational support for all telecom equipment.
  3. Each Territory Office will include an appropriate mix of the following specialized workgroups depending on the size, geographical dispersion, and user profiles of its specific customer base:
    • Desktop Support Group (Includes International Group, Washington D.C. Territory)
    • Telecom Support Group
    • Desktop/Telecomm Support Group (Jacksonville Territory, Puerto Rico Group)
    • Integrated Equipment Group
    • Statistics of Income (SOI) Development and Maintenance (Western Area Only)
    • Rapid Fix and Delivery (NCFB, Southeast Area Only)

1.1.12.9.7 (04-01-2007)
Tax Processing Operations Support

  1. The mission of Tax Processing Operations Support (TPOS) is to coordinate and support relevant issues regarding legacy operations and applications in the campus MITS organizations, the Volunteer Income Tax Assistance (VITA) program, and the Integrated Document Solution Enterprise (IDSE).
  2. To accomplish its mission, TPOS will:
    1. Provide analytical and staff support and coordination for legacy operations/applications in the campuses [ Integrated Submission Remittance Processing (ISRP), Notice Review Processing System (NRPS), Service Center Recognition/Image Processing System (SCRIPS), Electronic Online/Output Network System (EONS), Control D-Web Access (CTDWA), legacy high-speed printer operations for taxpayer notices and letters, transcripts, return and document requests, and various reports and controls.
    2. Provide operations and programmatic support for the VITA Program.
    3. Serve as EUES point of contact for Filing Season Readiness activities.
    4. Provide End-of-Year (EOY) and Beginning-of-Year (BOY) planning and coordination.
    5. Provide Mid-Year planning and coordination.
    6. Provide Submission Processing ramp down coordination and planning for each site.
    7. Serve as EUES point of contact for Federal Emergency Management Agency (FEMA) issues.
    8. Provide operations and programmatic support for the IDSE.
  3. TPOS has two subordinate offices:
    • VITA Support Depot
    • Integrated Document Solution Enterprise

1.1.12.9.7.1 (04-01-2007)
VITA Support Depot

  1. The VITA Support Depot will provide one-stop customer service to VITA/TCE volunteers via the Enterprise Service Desk. It will serve as the Single Point Inventory Function (SPIF) for Wage and Investment (W&I) Stakeholders, Partnership, Education, and Communications (SPEC) equipment by maintaining and updating the Information Technology Asset Management System (ITAMS) inventory database to reflect the status and location of all equipment. It will install the VITA Common Operating Environment (COE) image and ship needed equipment to volunteers participating in the VITA program.
  2. To accomplish its mission, the VITA Support Depot will:
    1. Provide information to the TPOS Program Manager and W&I SPEC on daily progress.
    2. Implement and follow Asset Management processes, procedures, and guidance for SPIF duties.
    3. Assign and monitor problem tickets for time-liness and quality of customer service provided by depot staff to the volunteers.
    4. Oversee day-to-day operations and functions of the VITA Depot.
    5. Attend and schedule meetings, overviews, and conference calls with the TPOS manager, SPEC, and Asset Management to share information and discuss Depot issues.
    6. Oversee administrative and management procedures for Depot staffing issues.
    7. Develop and manage the budget for the Depot.
    8. Conduct the annual certification of assets within the Depot.

1.1.12.9.7.2 (04-01-2007)
Integrated Document Solution Enterprise

  1. IDSE will provide the highest quality support to MITS and business customers through state of the art document management processes, proactive customer service, and continuous process improvement.
  2. To accomplish its mission, IDSE will:
    1. Oversee overall management issues and tasking for all sites, conducting day-to-day infrastructure operations with EUES Territory Managers (TM), the IDSE Quality Support Center (QSC) manager and the Computer Document Management Center (CDMC) managers.
    2. Attend meetings, briefings, and conference calls with local campus sites and TMs to gather information on services provided by IDSE.
    3. Provide administrative management support for staffing issues, resource management, and budget and financial management issues at each CDMC site and the QSC.
    4. Provide proactive customer service by visiting each campus.
    5. Compiling statistics on performance, trends, and customer satisfaction and surveys.
    6. Review and update various management plans with new measures, procedures, and processes to effectively meet and accomplish organizational goals.
    7. Work with Procurement and management to modify the Letter of Obligation (LOO).
  3. The IDSE has eleven subordinate offices:
    • Quality Support Center (1)
    • Campus Document Management Centers (10)

1.1.12.10 (04-01-2007)
Associate Chief Information Officer for Enterprise Operations

  1. The mission of Enterprise Operations (EO) is to provide efficient, cost effective, secure, and highly reliable computing (server and mainframe) services for all IRS business entities and taxpayers.
  2. Enterprise Operations has five subordinate offices:
    • Customer Relationship and Integration Division
    • Enterprise Computing Center
    • Information Technology Infrastructure Division
    • Enterprise Systems Management Division
    • Operations Support Office

1.1.12.10.1 (04-01-2007)
Customer Relationship and Integration Division

  1. The mission of the Customer Relationship and Integration Division (CR&I) is to serve as the focal point for establishing relationships between the customer and EO. CR&I will determine the best IT solutions for customers and will provide the means for developing and integrating those solutions through cross-division coordination, and project management and integration. CR&I will ensure EO compliance with all policies and standards in the administration of all contracts, and manage the EO Business Resumption Plans and IT Disaster Recovery Infrastructure.
  2. CR&I has two subordinate offices:
    • Architecture Design, Configuration, and Change Management Branch
    • Customer and Projects Management Branch

1.1.12.10.1.1 (04-01-2007)
Architecture Design, Configuration, and Change Management Branch

  1. To accomplish its mission, the Architecture Design, Configuration, and Change Management Branch will serve as the front door to EO concerning impact to current infrastructure components and the design of future implementations impacting the EO infrastructure.

1.1.12.10.1.2 (04-01-2007)
Customer and Projects Management Branch

  1. The mission of the Customer and Projects Management Branch is to provide leadership for the successful transition of all new initiatives and associated IT assets and services into the infrastructure and corporate computing environment.
  2. To accomplish its mission, the Customer and Projects Management Branch will:
    1. Serve as the entry point for work requests for all EO activities and plan and coordinate operational standards.
    2. Provide corporate direction and standardized processes, SLAs, and IRMs to ensure a stable processing environment.
    3. Administer and maintain the EO UWR process.

1.1.12.10.2 (04-01-2007)
Enterprise Computing Center

  1. The mission of the Enterprise Computing Center (ECC) is to maintain and operate the tax processing systems of the IRS to provide data and other IT services to the nation’s taxpayers and the business divisions. These systems are used to maintain the National Taxpayer Master File, the Integrated Data Retrieval System, the Automated Collection System, and the Integrated Collection System data bases; and to receive and process tax returns and payments. ECC also provides IT support for Tier 2 and 3 systems in support of internal business processes, provides program development and testing support for all tax processing systems, and provides disaster recovery for critical business systems. ECC manages the Information Returns Program and Magnetic Media Reporting, including the Centralized Call Site for the Information Returns Program. ECC also provides systems administration support for all infrastructure servers enterprise-wide and application servers located in the ten campuses and multiple non-ECC sites.
  2. To accomplish its mission, ECC will:
    1. Provide effective planning, direction, and coordination of Master File operations.
    2. Provide technical and operational support for mainframe tax processing for all consolidated customer sites.
    3. Provide technical and operational support for electronic commerce and corporate Tier 2 tax processing.
    4. Provide day-to-day operational support for all aspects of enterprise storage and data management.
    5. Receive, resolve (level 1 and 2), assign, report, and track operational impact problems.
    6. Operate a Command Center and Backup Center to monitor systems activities, resolve incidents, and maintain stable processing environments for production, disaster recovery, and development systems.
    7. Automate repeatable processes and corrective actions through the administration of automation tools.
    8. Schedule and control all production workloads.
    9. Coordinate, maintain, and control all operational aspects of the Information Returns Program (IRP).
    10. Provide technical and operational support for Tier 3 servers providing corporate computing services.
    11. Provide on-line computer support in testing computer applications used in the tax administration system.
    12. Provide oversight for implementation and maintenance of both infrastructure and Application Server Operations.
  3. ECC has seven subordinate offices:
    • Mainframe Operations Branch
    • Data Management Branch
    • Tier 2 Operations Branch
    • Operations Services, Scheduling, and Validation Branch
    • Information Returns Branch
    • Service Delivery Command Center Branch
    • Technical Services Branch

1.1.12.10.2.1 (04-01-2007)
Mainframe Operations Branch

  1. The mission of the Mainframe Operations Branch is to provide Computer Operator and Computer Systems Analyst support on a 7×24x365 basis to maintain and operate mainframe systems to deliver highly available, efficient, secure, and timely computer operations and processing support to internal and external customers.

1.1.12.10.2.2 (04-01-2007)
Data Management Branch

  1. The mission of the Data Management Branch is to ensure the secure and reliable receipt, shipment, and storage of all media, including disaster recovery capability.

1.1.12.10.2.3 (04-01-2007)
Tier 2 Operations Branch

  1. The mission of the Tier 2 Operations Branch is to monitor systems activities, resolve incidents, and maintain stable processing environments for production and development systems and disaster recovery operations.

1.1.12.10.2.4 (04-01-2007)
Operations Services, Scheduling, and Validation Branch

  1. The overall mission of the Operations Services, Scheduling, and Validation Branch is to provide necessary planning, coordination, and staff support related to computer workload management for ECC system schedules, processing, and related balancing and controls.
  2. To accomplish its mission, the Operations Services, Scheduling, and Validation Branch will:
    1. Be responsible for the development and accurate execution of system schedules for Master File, CADE, and service center processing.
    2. Balance and validate the integrity of master file and CADE runs and provide reciprocal balancing back to the service centers.
    3. Certify the accuracy of master file and CADE refunds prior to submission to the Financial Management System.
    4. Be responsible for the problem management function which receives, assigns, and tracks identified problems.
    5. Manage ECC computer room floor space and coordinate equipment installation and deinstallation.

1.1.12.10.2.5 (04-01-2007)
Information Returns Branch

  1. The mission of the Information Returns Branch is to serve as a focal point for all processing related to the Information Return Program.

1.1.12.10.2.6 (04-01-2007)
Service Delivery Command Center Branch

  1. The mission of the Service Delivery Command Center Branch is to ensure that normal IT service operations are maintained through:
    • Incident Management - Restoration of service to our customers during outages.
    • Problem Management - Root cause analysis of applicable incidents to identify systemic deficiencies, opportunities for automation, and additional monitoring requirements.
    • Event Management - Proactive monitoring to avoid and/or minimize outages.

1.1.12.10.2.7 (04-01-2007)
Technical Services Branch

  1. The mission of the Technical Services Branch is to provide systems administrative support for all infrastructure servers enterprise-wide and application servers located in the ten campus sites and non-computing center sites.

1.1.12.10.3 (04-01-2007)
Information Technology Infrastructure Division

  1. The mission of the IT Infrastructure Division is to design, develop, and deploy the IT infrastructure, including systems software products, databases, and operating systems and to meet evolving customer business needs in a manner consistent with established standards and IRS business objectives.
  2. The IT Infrastructure Division has four subordinate offices:
    • Unisys Support Services Branch
    • IBM Support Services Branch
    • Tier 2 Support Services Branch
    • Enterprise Support Services Branch

1.1.12.10.3.1 (04-01-2007)
Unisys Support Services Branch

  1. The mission of the Unisys Support Services Branch is to develop, install, maintain, modify, and monitor the systems software, databases, and mainframe communications products and processes required for the Unisys mainframe systems supporting various tax processing systems in the ECC.

1.1.12.10.3.2 (04-01-2007)
IBM Support Services Branch

  1. The mission of the IBM Support Services Branch is to provide the technical system programming services needed to support all IBM Tier 1 production, test, and development environments throughout the IRS in a manner that ensures top-quality customer service to all users.

1.1.12.10.3.3 (04-01-2007)
Tier 2 Support Services Branch

  1. The mission of the Tier 2 Support Services Branch is to provide programmatic management of all distributed Tier 2 systems Servicewide, including the deployment and technical support of the Corporate Tier 2 infrastructures, as well as to ensure the standardization and consolidation of the server-computing infrastructure.

1.1.12.10.3.4 (04-01-2007)
Enterprise Support Services Branch

  1. The mission of the Enterprise Support Services Branch is to develop software that automates manual and repetitive processes and corrective actions within the infrastructure, to build enterprise storage solutions that can be supported by ECC, and to provide cross-tier Middleware and Application Program Interface (API) support to the modernized infrastructure in a manner that ensures quality customer service to all users.

1.1.12.10.4 (04-01-2007)
Enterprise Systems Management Division

  1. The mission of the Enterprise Systems Management Division is to provide effective and efficient systems management capability with an understanding of the end-to-end business services impact to enable MITS to deliver the highest quality IT service.

1.1.12.10.5 (04-01-2007)
Operations Support Office

  1. The mission of the Operations Support Office (OSO) is to provide financial management on all matters relating to budget resources for EO. OSO also serves as the focal point for the development of all strategic planning efforts and coordinates and manages all administrative and human resources services and programs across EO.

1.1.12.11 (04-01-2007)
Associate Chief Information Officer for Enterprise Networks

  1. The mission of Enterprise Networks is to positively satisfy business unit requirements by providing all forms of electronic communications (voice, data video, wireless) in the most efficient and effective manner and by managing the day-to-day operations of the contact center environment. Enterprise Networks is responsible for managing the design and engineering of the telecommunications environment including development of long-range enterprise networks strategy and infrastructure in support of the modernization projects, and for management of telecommunications projects in support of current production environment and future business initiatives.
  2. To accomplish its mission, Enterprise Networks will:
    1. Lead Enterprise Networks strategy, policy, and infrastructure development.
    2. Ensure alignment and compatibility of actions within the IRS and Enterprise Networks strategic/tactical plans and business visions.
    3. Perform architectural design of the technical infrastructure.
    4. Formulate, execute, and monitor the Enterprise Networks financial plan.
    5. Develop and execute a functional strategic budget plan.
    6. Provide Enterprise Networks operational support.
    7. Provide program and project management and technical support for all telecommunications and data communications systems and services.
    8. Provide enterprise network engineering and capacity management of the telecommunications infrastructure.
    9. Provide cost-effective enterprise network service delivery to all IRS users.
    10. Provide program design and administration for Internet service delivery.
    11. Serve as Level 3 and 4 technical experts to support resolution of help desk trouble tickets.
    12. Perform design, deployment, and maintenance of the contact center environment.
  3. Enterprise Networks has six subordinate offices:
    • Engineering and Capacity Management Branch
    • Program, Technical Planning, and Enterprise Voice Services Branch
    • Program Support, Budget, and Administration Branch
    • Network Operations Management Branch
    • Network Operations Support Services Branch
    • Contact Center Support Division

1.1.12.11.1 (04-01-2007)
Engineering and Capacity Management Branch

  1. The mission of the Enterprise Networks Engineering and Capacity Management Branch is to provide for the architecture, technical direction, engineering design and standards, and capacity management services for current and future telecommunications infrastructure; develop enterprise technical solutions to meet new business requirements; and provide fourth level help desk support.
  2. To accomplish its mission, the Engineering and Capacity Management Branch will:
    1. Perform capacity management for all telecommunications networks.
    2. Coordinate all capacity management for the existing telecommunications networks.
    3. Support modernization projects and telecommunications projects by defining enterprise network requirements, performing network modeling and prototyping and testing of new equipment and/or network modifications.
    4. Perform engineering and design of break/fix.
    5. Perform tactical network design and optimization for Enterprise Networks.
    6. Perform circuit engineering for existing Enterprise Networks.
    7. Develop architecture, designs, and standards, and distribute to field organizations for implementation.
    8. Conduct engineering reviews and manage the change configuration process.
    9. Formulate, execute, and monitor the financial plan for EN Engineering Branch.
    10. Manage the Enterprise Network Technical Review Board.
    11. Perform capacity management for all enterprise networks.
    12. Partner with Mission Assurance to develop standards and best practices for network systems/devices.

1.1.12.11.2 (04-01-2007)
Program, Technical Planning, and Enterprise Voice Services Branch

  1. The mission of the Program, Technical Planning, and Enterprise Voice Services Branch is to interface with all MITS organizations in support of new business initiatives by providing project management and all voice-related technical program support and policy development. This includes IPT, PBX, local/long distance circuitry, wireless devices, fax, VMS, and video conferencing. Security support for all EN organizational entities is provided by the EN security team.
  2. To accomplish its mission, the Program, Technical Planning, and Enterprise Voice Services Branch will:
    1. Provide leadership for initiatives internal or external to Enterprise Networks.
    2. Develop internal Enterprise Networks processes that manage activities such as the UWR System, the Governance Board, and policies and standards requiring EN expertise and/or oversight.
    3. Coordinate with other MITS organizations and Business Units to determine future IRS directions.
    4. Provide technical, strategic, and policy direction within Enterprise Networks based upon best practices.
    5. Serve as the “front door” for needs and requests coming into Enterprise Networks.
    6. Develop processes and a lead cross-divisional team to flow modernization and telecommunications requirements to appropriate Enterprise Networks resources.
    7. Provide program plans and guidance to EN’s management team.
  3. On the operational side, the responsibilities are to implement and manage the wireless voice service delivery Servicewide, ensure enterprise coverage for wiring and voice switching systems, manage the Servicewide VMS system and transition to any newly contracted systems, manage the allocation of voice funds to address enterprise issues such as annual voice service costs, space and housing moves and changes, and vendor performance associated with national contracts.

1.1.12.11.3 (04-01-2007)
Program Support, Budget, and Administration Branch

  1. The mission of the Program Support, Budget, and Administration Branch is to provide financial management on all matters relating to budget resources for Enterprise Networks; serve as the focal point in the development of the strategic planning efforts for the executive leadership level; and coordinate and manage the strategic administrative, legislative and oversight activities, and human resources (HR) services and programs across Enterprise Networks.
  2. To accomplish its mission, the Program Support, Budget, and Administration Branch will:
    1. Provide guidance to management in the preparation of strategic plans, program plans, strategic assessments, and business performance reviews.
    2. Develop funding resources for work activities in association with program plans.
    3. Consolidate and finalize the strategic plan documents in the required format for review, acceptance, and approval by the Executive Owner.
    4. Provide quarterly updates to the Business Performance Review reports on the progress of strategic/program plan implementation.
    5. Provide direction, guidance, oversight, and analysis of financial management issues.
    6. Ensure that budget execution, formulation, and allocations are carried out as directed by the CFO.
    7. Provide management, human resources, and administrative policy guidance and support services.
    8. Coordinate and manage controls over legislative and oversight activities for TIGTA, GAO, FMFIA, Annual Assurance, and FMC ESC Briefings.
    9. Coordinate training activities including assessment of needs, funding to support out-service and contract requirements, mandatory briefings, and other local training requirements.
    10. Provide facilities management and logistical support for office moves, restacking, and safety issues.
    11. Manage recruitment and hiring activities, performance management, and other personnel requirements for EN.
    12. Provide staffing and job classification support.
    13. Coordinate all activities relating to EEO issues and the Affirmative Action Plan.
    14. Coordinate all labor relations and NTEU issues, including notice of submissions to the quarterly notices.

1.1.12.11.4 (04-01-2007)
Network Operations Management Branch

  1. The mission of the Network Operations Management Branch is to measure, monitor, and maintain connectivity and telecommunication services for IRS users and business partners, as well as coordinate and administer voice needs relative to customer requirements for PBX and VMS support in ECC-Detroit.
  2. To accomplish its mission, the Network Operations Management Branch will:
    1. Provide 24×7x365 fault management oversight of the WANs and LANs in the ECC.
    2. Monitor the HYPERchannel and CNT networks and connectivity to IDRS, ACS, ICS, PRINT, various Tier 2 systems, and trading partner access to all Electronic Filing Systems.
    3. Issue guidance to field partners for Local Area Network management.
    4. Maintain configuration control and management of WAN devices.
    5. Capture and provide performance management statistics and data to systems analysts, systems engineers, and business planners for network optimization and modernization enhancements as needed.
    6. Provide security management for enterprise networks hardware, software, and overall protection for enterprise networks infrastructure.
    7. Provide operational oversight of all network hardware and software.
    8. Assist with the installation, configuration, and maintenance of local telecommunications infrastructure in the ECC.

1.1.12.11.5 (04-01-2007)
Network Operations Support Services Branch

  1. The mission of the Network Operations Support Services Branch is to direct all data communications and telecommunications activities ensuring the integrity of the local network infrastructure across the computing center sites.
  2. To accomplish its mission, the Network Operations Support Services Branch will:
    1. Direct all data communications activity and LAN interfacing across the ECC.
    2. Direct all telecommunications activity and WAN interfacing across the ECC.
    3. Implement voice and data communications long-range design plans.
    4. Interface with Network Engineering and Capacity Management Branch to implement plans, designs, and standards for the IRS network infrastructure.
    5. Install and configure network devices supporting the telecommunications infrastructure.
    6. Maintain network documentation pertaining to disaster recovery, network design, network standards and policies, and network and data security for the ECC.
    7. Manage and assign TCP/IP addresses.
    8. Interface with CSIRC and provide local support for Intrusion Detection Systems (IDS). All Local IDS support is under the direction and guidance of CSIRC.
    9. Interface with PRIME and provide network support for modernization activities.
    10. Provide level II/III problem management support for local sites.
    11. Provide budgetary support to EN for the ECC.

1.1.12.11.6 (04-01-2007)
Contact Center Support Division

  1. The mission of the Contact Center Support Division is to function as the MITS single point of contact for the Joint Operations Center/Business and all business divisions using contact center technology to ensure that design and schedules integrate across IT products, services, and on-going commitments. This will include modernization as well as changes to the installed base systems and services. Additionally, the division will ensure that all contact center components and the network are efficient, cost effective, secure, and highly reliable.
  2. The Contact Center Support Division has two subordinate offices:
    • Infrastructure Planning and Support Branch
    • Operations Branch

1.1.12.11.6.1 (04-01-2007)
Infrastructure Planning and Support Branch

  1. The mission of the Infrastructure Planning and Support Branch is to carry out programmatic and planning activities to support the Contact Center Environment (CCE) infrastructure. The branch will work with Contact Center customers to understand their requirements and deliver appropriate solutions. The Branch will provide oversight and management of contract issues and be the primary interface with Procurement for CCE infrastructure actions.
  2. To accomplish its mission, the Infrastructure Planning and Support Branch will:
    1. Manage the contact center strategic plan.
    2. Provide budget oversight and guidance to the CCE.
    3. Be the primary interface for customer requirements.
    4. Work with Procurement to ensure product and service availability.
    5. Ensure adherence to the configuration management practices.

1.1.12.11.6.2 (04-01-2007)
Operations Branch

  1. The mission of the Operations Branch is to provide and maintain efficient, cost effective, secure, and highly reliable Contact Center components and networks for all IRS business entities and taxpayers.
  2. To accomplish its mission, the Operations Branch will:
    1. Support the Joint Operations Center in its day-to-day operation.
    2. Monitor the Contact Center Environment infrastructure.
    3. Resolve Contact Center Environment problems.
    4. Develop and maintain Configuration Management for ICM and ACD scripts.
    5. Provide all customization and scripting for ICM and ACD.
    6. Develop and maintain SOPs and procedures.
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