Strategic Analytics for the U.S. Government’s Taxpayer Protection Program

CASE STUDY

Strategic Analytics for the U.S. Government’s Taxpayer Protection Program

Impact

Reduced average case handling times by 10%, improving fraud prevention and taxpayer experience. This project was one of the winners of the Government agency’s annual Commissioner Award for Excellence.

Challenge

Identity Theft (IDT) refund fraud posed a significant challenge, impacting taxpayers and straining government resources.

Approach

Led consulting teams supporting the client’s Office of Research, Applied Analytics, and Statistics (RAAS) in evaluating the Taxpayer Protection Program (TPP). Outlined the end-to-end TPP processes, using data to understand the distribution of experiences Taxpayers have when engaging across the TPP. Developed a measurement framework to assess program effectiveness and identify root causes of taxpayer service issues using advanced data analytics.