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Treasury IRS shares knowledge management insights

“There are big changes on the horizon for the International Revenue Service (IRS). President Joe Biden intends for the service to double in size and onboard more than 80,000 people, but the service is well prepared for newcomers due to a years-long knowledge management effort, said Technical Adviser Mary Craca…”

“The program kicked off in 2015 when the IRS identified a need for improved information access. The service partnered with the American Productivity and Quality Center (APQC) to get a benchmark maturity assessment and scored one out of five on knowledge management capabilities.

From there, the IRS launched its Knowledge Management Advisory Council (KMAC), which meets quarterly and includes IRS’s top leadership…”

“In 2017, the team launched the first service-wide document repository that all employees can access. The virtual library has over 100 knowledge bases from different business units throughout the service, and the knowledge owners are required to review their content annually to ensure everything is up to date.

The IRS also launched Self Help Online Tutorials (SHOTs), which are three-minute-and-under micro-learning YouTube videos. Craca said these videos are their most popular resource…” Read the full article here.

Source: IRS Shares Knowledge Management Insights, Successes With DOD for JADC2 – By Katherine MacPhail, April 28, 2022. GovCIO.


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