Information Technology:

Consistently Applying Best Practices Could Help IRS Improve the Reliability of Reported Cost and Schedule Information

GAO-13-401: Published: Apr 17, 2013. Publicly Released: Apr 17, 2013.

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What GAO Found

According to the Internal Revenue Service (IRS), 12 of its 20 major information technology (IT) investments were within 10 percent of cost and schedule estimates or significantly below cost between October 2011 and October 2012. For the remaining 8 investments, 3 were reported as being significantly over cost and 5 were reported as being significantly behind schedule. Reported reasons for these significant variances include unplanned work activities, procurement delays, and additional costs associated with terminating an investment that was being replaced.

The reliability of the reported variance information--which is dependent upon having (1) a reliable cost estimate and a well-constructed and controlled schedule estimate, and (2) a process for determining variances using estimates and comparing them to actual or projected amounts--varied for the seven investments reviewed. Specifically, the cost estimates for CADE 2 and IRDM, and the schedule estimates for CADE 2, IRDM, and ACA were more favorable than for the remaining investments because they were more consistent with best practices.

In addition, regarding IRS's process for determining variances, the agency generally determined investment cost and schedule variances for completed activities with actual amounts--although in about 25 percent of the cases it did not do so within the 60-day time frame specified in the Department of Treasury's guidance. Further, while IRS determined variances using projected cost and schedule for in-process activities, the guidance for doing so did not specify how projected amounts should be determined. This introduces the risk that projected amounts will not consistently reflect best practices and these amounts will therefore remain questionable.

Why GAO Did This Study

IRS relies extensively on IT systems to annually collect more than $2 trillion in taxes, distribute more than $300 billion in refunds, and carry out its mission of providing service to America's taxpayers in meeting their tax obligations. In fiscal year 2012, the agency spent about $2.5 billion for IT. Given the size and significance of IRS's IT investments, and the challenges inherent in successfully delivering these complex IT systems, it is important that Congress be provided ongoing, accurate, and objective information on the progress toward completion and the risks facing these projects.

Accordingly, GAO's objectives, among other things, were to (1) summarize the reported cost and schedule performance for IRS's major IT investments, and (2) for selected investments, determine the reliability of reported cost and schedule variances.

What GAO Recommends

GAO recommends that IRS improve the reliability of reported cost and schedule information by addressing weaknesses in future updates of cost and schedule estimates. GAO also recommends that IRS ensure projects consistently follow guidance for updating performance information 60 days after completion of an activity and develop and implement guidance that specifies best practices to consider when determining projected amounts. IRS agreed with three of GAO's four recommendations and partially disagreed with the fourth recommendation related to guidance on projecting cost and schedule amounts. GAO continues to believe this recommendation is warranted.

For more information, contact David A. Powner at (202) 512-9286 or pownerd@gao.gov.

Recommendations for Executive Action

  1. Status: Open

    Comments: In June 2015, we reported that the February 2015 cost estimate for the Affordable Care Act investment did not substantially meet each of the four categories for a reliable cost estimate, as recommended. For the Customer Account Data Engine 2 (CADE 2) investment, IRS stated that the CADE 2 Transition State 2 cost estimate expected to be completed by September 2015 would address the recommendation. We are following up on the status of the cost estimate. For the Return Review Program investment, IRS stated in June 2015 that costs would be re-evaluated after the completion of the investment's release plan. We are following up with IRS to determine whether this has occurred. For the remaining 4 investments addressed in our recommendation--e-Services, Information Return and Document Matching, IRS.gov, Modernized e-File--we followed up with IRS in September 2015 to determine what actions had been taken and are waiting for the agency's response.

    Recommendation: To improve the reliability of reported cost and schedule variance information for the seven major investments we reviewed, the Acting Commissioner of IRS should direct the Chief Technology Officer to improve the reliability of cost estimates by addressing the weaknesses we identified in this report so that each investment at least substantially meets each of the characteristics of a reliable cost estimate.

    Agency Affected: Department of the Treasury: Internal Revenue Service

  2. Status: Open

    Comments: In March 2015, IRS stated that the integrated master schedule (IMS) for Customer Account Data Engine 2 Transition State 2 Release 2.0 in which it intends to address our recommendation would be completed in March 2015. We followed up with IRS in September 2015, to obtain this IMS, and the status of IRS' actions to address the recommendation for the remaining 6 investments, and are waiting for the agency's response.

    Recommendation: To improve the reliability of reported cost and schedule variance information for the seven major investments we reviewed, the Acting Commissioner of IRS should direct the Chief Technology Officer to improve the extent to which schedules are well-constructed and controlled by addressing the weaknesses we identified in this report so that each investment at least substantially meets each of these characteristics.

    Agency Affected: Department of the Treasury: Internal Revenue Service

  3. Status: Open

    Comments: In February 2015, we highlighted two actions that IRS had taken to address this recommendation. Specifically, starting in fiscal year 2014, the Department of Treasury (through whom IRS reports its investment information) addressed the timeliness issue for schedule calculations by having the monthly reporting system automatically calculate a variance based on the current date for any activity where the planned completion date had passed and investment staff have not provided an actual figure within 45 days. In addition, for cost, in June 2014,IRS stated that staff from the Strategy and Planning group (responsible for overseeing monthly variance reporting)were working closely with investment staff and program managers to ensure cost performance information is appropriately updated. We verified that the selected investments had updated performance information in 86 percent of the cases, which was an improvement from the 77 percent we had previously reported. We will be performing additional analyses to determine the extent to which IRS has fully complied with guidelines for updating performance information 60 days after completion of an activity.

    Recommendation: To improve the reliability of reported cost and schedule variance information for the seven major investments we reviewed, the Acting Commissioner of IRS should direct the Chief Technology Officer to ensure projects consistently follow guidelines for updating performance information 60 days after completion of an activity.

    Agency Affected: Department of the Treasury: Internal Revenue Service

  4. Status: Open

    Comments: As of February 2015, IRS stated that it had addressed this recommendation via the practices documented in its Cost and Schedule Variance Reporting Procedures document. We disagreed, however, because this procedure did not address the calculation of projected cost and schedule amounts used for the monthly reporting of cost and schedule variances for in-process activities, which was the subject of this recommendation. As a result, we believe additional actions are needed to address this recommendation, and will be following up with IRS to discuss.

    Recommendation: To improve the reliability of reported cost and schedule variance information for the seven major investments we reviewed, the Acting Commissioner of IRS should direct the Chief Technology Officer to develop and implement guidance that specifies best practices--such as including evaluating critical path (for projected schedule), using earned value management data, evaluating the performance of completed work and comparing it to the remaining budget, assessing commitment values for material needed to complete remaining work, and estimating future conditions--to consider when determining projected cost and schedule amounts.

    Agency Affected: Department of the Treasury: Internal Revenue Service

 

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