ServiceNow wins five-year contract with Internal Revenue Service


SANTA CLARA, Calif.–(BUSINESS WIRE)–ServiceNow (NYSE: NOW), the leading digital workflow company that makes work more efficient for people, today announced that it has been awarded a five-year contract with the Internal Revenue Service ( IRS), to provide low-code development of the ServiceNow Platform. As part of the contract, ServiceNow and its partners, Carahsoft Technology Corp. and Intact Technology, will accelerate the IRS’ long-term digital transformation efforts by consolidating 12 legacy systems into a single record platform.

“For too long, federal agencies have been tasked with doing some of our country’s most important work using disparate systems that are often decades old,” said Steve Walters, federal vice president of ServiceNow. “As a new generation of employees enters the workforce and citizens’ digital expectations rise, ServiceNow and the IRS will provide IRS employees with modern technology to meet the needs of taxpayers at scale. ”

At the height of tax season, IRS call centers receive between two and three million calls from taxpayers a day. Maintaining a strong tax administration system at this scale requires organizational excellence, cutting-edge technology, and partners with expertise in implementation and delivering maximum value. ServiceNow will meet these requirements by integrating solutions that allow IRS employees to manage workflows, improve documentation of incident assessments, and ultimately streamline their interactions with taxpayers.

“In a new world of work, federal agencies are investing in platforms that drive innovation and protect the highly sensitive data of their most important customers – taxpayers,” said Jesse White, CEO of Intact Technology. “With the start of a new fiscal year, this contract marks a turning point in the IRS’ modernization journey, as it is the agency’s largest digital transformation undertaking in half a century.”

The integration of ServiceNow’s cloud-based solutions will also support the IRS Office of Human Capital in its efforts to support retiring employees and streamline the onboarding of new employees over the next two years.

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