Participation and error rates of the Internal Revenue Service Electronic Filing System : empirical evidence and implementation lessons.
Elliott, Carol P.
Bui, Tung X.
Kinsey, James R.
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The process of collecting revenue has become increasingly costly for the Internal Revenue Service (IRS) in terms of requirements for storage space and the complexity and time involved in converting paper returns into machine readable form. To alleviate these problems, the IRS proposed and developed the Electronic Filing System (EFS) which provides taxpayers the option of filing tax returns electronically. This study consists of a two year field study of the EFS in the San Jose District with respect to the reasons for success or failure of the implementation of computer systems, with particular emphasis on the participation rate and the error rate. The study includes a statistical analysis of responses to two surveys distributed by the San Jose District EFS Office to determine whether there is significant evidence to indicate reasons why some users have higher error rates than others. A case study approach is used, in conjunction with available literature, to determine factors which influence the effective implementation of an information system and encourage use of the system.
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