Digital World

Describe some ways in which the digital world has influenced or affected an organization with which you are familiar, such as your college or university, a local retailer or restaurant, a volunteer organization, a club to which you belong, or even your family. Identify both positive and negative influences.

The digital world has had a big influence on my job with the IRS; in the three years that I have worked there I have seen changes that are both negative and positive. Some of the changes that I have seen started out as negative but over time became more positive as the kinks were worked out and people became more familiar with the changes. The first change that has happened since I have worked for the IRS is bigger computer monitors. The second change is updates to the computer software that we use to research tax payer information; this is the change that has been both positive and negative. The third change was updated telephone systems.

As a collections representative with the IRS I talk on the phone with taxpayers and help them establish resolution on their outstanding tax debt. To do this I use a computer to research the tax payers account, and there are times when I have multiple screens up at once to help me be more effective. About a year ago we got new bigger computer monitors that help me do my job better by allowing me to have more screens open at the same time. This upgrade allows me to look at more information quicker which allows me to do my job more effectively and efficiently.

The second change that has happened was an update to the computer programs that we use to research taxpayer information. Before this change happened we were given classes to get us ready for how to operate the new systems, but some of the changes were so complex that it took a while before we were used to it, so right after the change was made it actually had a negative effect. Another negative to the upgrade is that some of the new software wasn't compatible with the old software so the entire system crashes sometimes. When the system is down we aren't able to help any taxpayers, and sometimes when the system is down it can take an entire day before it is back up again. Now that the collections representatives have a better grasp of the system, it is more effective and faster than the old one, so when the system is running smoothly it is a positive change.

The third change was in the computer systems that we use. With the old system when we finished a call the phone went into what is called "wrap" where we have time to wrap up the call by putting any notes on the account that is needed or doing any other work that is necessary and then when we are ready to take the next call we put ourselves in available. The new system did away with the warp and instead has an auto available, so when we are done with a call the phone automatically goes into available unless you click a