Part 5. Collecting Process

Chapter 3. Entity Case Management Systems

Section 1. ENTITY Case Management System (ENTITY)

5.3.1 ENTITY Case Management System (ENTITY)

Manual Transmittal

October 11, 2022

Purpose

(1) This transmits a revision of IRM 5.3.1, ENTITY Case Management System (ENTITY).

Material Changes

(1) Subsection 5.3.1.2 (1) modified overview by clarifying ENTITY database relationships with ICS and ALS.

(2) Subsection 5.3.1.1.6 website addresses updated. Web addresses at mysbse web locations will be migrated to a new location on the Knowledge Management & Transfer (KMT) platform . The ENTITY website has a new location on Share Point.

(3) Subsection 5.3.1.2.4 (9) - (12) updated to reflect current SROC realignment guidance and procedures.

(4) Subsection 5.3.1.3.4 updated to reflect current SROC guidance and links.

(5) Subsection 5.3.1.3.5 updated to reflect current SROC guidance and links.

(6) Subsection 5 .3.1.4.3 (5) updated links and removed reference to CAC.

(7) Subsection 5.3.1.4.4 (2) revised contact and notification requirement for Collection group changes impacting ENTITY.

(8) Subsection Section 5.3.1.4.5 updated S-ROC realignment responsibilities, contact point and Note.

(9) Subsection 5.3.1.4.6 revised CAC responsibilities.

(10) Subsection 5.3.1.4.7 revised IQA responsibilities.

(11) Exhibit 5.3.1-1 of obsolete Realignment Request form deleted. A link to HCO SROC SharePoint where the current version of the form is located is provided in its place.

(12) Editorial and minor text changes made throughout.

Effect on Other Documents

This material supersedes IRM 5.3.1 dated July 29, 2021.

Audience

Small Business/Self Employed (SB/SE) Division

Effective Date

(10-11-2022)

Michele C. Alvarado
Director, Collection Inventory Delivery & Selection

5.3.1.1 (07-29-2021)

Program Scope and Objectives

  1. ENTITY is a case management tool used by SB/SE collection group managers and analysts to extract information about case activity, utilization of time, and casework quality. The system offers both pre-programmed and user programmable queries, several sort options, and pre-programmed reports. Its flexibility enables the user to search for the status, time, and case activity for all collection field cases.

  2. Purpose: Collection management and analysts use ENTITY to perform essential management actions such as: case management, resource allocation, business plan monitoring, research and analysis.

  3. Audience: Headquarters Collection and Field Collection managers, analysts and support staff.

  4. Policy Owner: Headquarters Collection Inventory Delivery & Selection

  5. Program Owner: Headquarters Collection Inventory Delivery & Selection, Case Delivery

  6. Primary Stakeholders: Collection Headquarters and Field Collection.

  7. Program Goals: Enables essential management actions such as: case management, resource allocation, business plan monitoring, research and analysis.

5.3.1.1.1 (07-29-2021)

Background

  1. The ENTITY case management system (ENTITY) is a current database of Field Collection (FC), Field Offer in Compromise (OIC), and Advisory inventories. ENTITY case management system is an Collection inventory management tool. The information in ENTITY comes from daily recordation of employees' Integrated Collection System (ICS) time and activities, and from weekly Integrated Data Retrieval System (IDRS) account information channeled through ICS. It also contains the most current lien information from the Automated Lien System (ALS). This information creates a unique database, which combines employees’ case activity, employees’ time, and taxpayer account information.

5.3.1.1.2 (07-29-2021)

Authority

  1. ENTITY is a current database tool that is authorized and used per direction of Collection management.

5.3.1.1.3 (07-29-2021)

Responsibilities or Roles and Responsibilities

  1. "Responsibilities"

  2. The Director, Headquarters Collection Inventory Delivery & Selection Inventory Delivery & Selection is responsible for the ENTITY case management system.

  3. The program manager, Collection Inventory Delivery & Selection, Collection Case Delivery is responsible for day-to-day ENTITY operations.

5.3.1.1.4 (07-29-2021)

Program Controls

  1. Federal Information Security Management Act (FISMA) controls, National Institute of Standards and Technology (NIST) regulations and guidance.

5.3.1.1.5 (07-29-2021)

Terms/Definitions/Acronyms

  1. List of defined terms and list of significant acronyms follows:

    Defined Terms

    Word Definition
    Timely Completed or performed per program defined requirements.
     

    Acronyms

    Acronym Definition
    ALS Automated Lien System
    COB Close of Business
    CTRS Collection Time Reporting System
    Delinquent Inventory Account List DIAL
    ICS Integrated Collection System
    IDRS Integrated Data Retrieval System
    EOD End of Day
    EOM End of Month
    S-ROC Category A SB/SE - Request for Organizational Change
    TDA Tax Delinquent Account
    TDI Tax Delinquent Investigation
     

5.3.1.1.6 (10-11-2022)

Related Resources

  1. Related resources include the resources in the list below. Note that web addresses with mysbse in the URL will be retired in 2022 and replaced with addresses located in IRS Knowledge Management and Transfer site (KMT).

  2. The ENTITY website has a new address on Share Point. User Guides, Job Aids and other helpful tools are located at: https://program.ds.irsnet.gov/sites/SbseEcsCaisd/CCD/ENTITYWeb/Pages/default.aspx

    • The Collection Systems Knowledge Base (KMT) at https://portal.ds.irsnet.gov/sites/vl123/Pages/default.aspx

    • ENTITY (mysbse) at: http://mysbse.web.irs.gov/Collection/collsystems/entity/default.aspx

    • ENTITY Book (KMT) athttps://portal.ds.irsnet.gov/sites/vl123/lists/entity/landingview.aspx

    • The ICS User Guide(mysbse):http://mysbse.web.irs.gov/collection/collsystems/ics/default.aspx

    • ICS Book (KMT): https://portal.ds.irsnet.gov/sites/vl123/lists/integrated%20collection%20system%20ics/landingview.aspx

5.3.1.2 (10-11-2022)

ENTITY Case Management System (ENTITY) - Overview

  1. The ENTITY case management system (ENTITY) is a current database of Field Collection (FC), Field Offer in Compromise (OIC), and Advisory inventories. The ENTITY application receives data from the Integrated Collection System (ICS) for open and closed cases; the Delinquent Inventory Account List (DIAL) for queue cases; and the Automated Lien System (ALS) for lien information. Also, ENTITY shares DIAL information with ALS.

  2. Collection management and analysts use ENTITY to perform essential management actions such as: case management, resource allocation, business plan monitoring, research and analysis.

  3. Field Collection group managers (GMs) use ENTITY GM Case Assignment to select and assign cases (inventory) to revenue officers (ROs). Predictive productive model data is used to prioritize TDA and TDI cases for selection.

  4. Pre-designed or self-made queries and reports are available at revenue officer, group, territory, area or national levels. User profiles determine the level of data available. Data can be displayed, printed, downloaded and e-mailed (subject to restrictions).

  5. Time reported by ROs via the Daily Time Report function on ICS is extracted to ENTITY and is available to users in various queries and reports.

  6. Collection end of month (EOM) reports are generated and approved in ENTITY. These reports are available at the revenue officer, group, territory, area, and national levels.

  7. Advisory data is accessed and displayed separate from Field Collection data. Pre-designed and self-made queries and reports of Advisory data are available. Advisory does not run EOM reports in ENTITY.

5.3.1.2.1 (08-13-2013)

ENTITY Extract Schedule

  1. ENTITY receives information from other programs.

    ENTITY Extract Table

    Extract Name Frequency of Extract Description
    E1 ICS Entities Weekly Entity information pertinent to all accounts on ICS
    E2 ICS Modules Weekly Integrated Data Retrieval System (IDRS) modules
    E3 ICS Activity Daily Daily activity entries
    E4 ICS Non-IDRS Weekly Non-IDRS modules
    E5 ICS Employee Daily Information for all employees with access to ICS
    E6 ICS Month-End Monthly End of month report data
    E7 ICS Time TIN Daily Time charged to cases
    E8 ICS Time-Code Daily Time charged to codes but not directly to cases
    E9 ICS Close-ENT Weekly Information updates on cases closed during the previous week
    EA ICS Weekly Information updates on modules closed during the previous week
    EB ICS Daily Module lien Information
    S1 ICS Subcodes As needed Area subcodes
    ICSZIP.DAT Weekly Revenue officer assignment grid based on zip code, grade level, and alpha split
    DIAL TDA 42 & TDI 32 Weekly IDRS extract of all account information for collection inventory, including ACS TDAs
     

5.3.1.2.2 (07-29-2021)

ENTITY Research - Overview

  1. User guides, job aids, FAQs, calendars, and contacts are found at ENTITY Book (KMT):https://portal.ds.irsnet.gov/sites/vl123/lists/entity/landingview.aspx Information and guidance about accessing, navigating, using, and researching in ENTITY is outlined for users of all levels. Please go to the site to determine if ENTITY meets your business needs. The user guides clearly outline what is displayed in different views and reports and queries; the end of month (EOM) process is explained; and guides are available for administrative professions, Field Collection managers and Information Technology.

  2. ENTITY can only be accessed when the user is connected to the local area network (LAN) via an IRS office connection or enterprise remote access project (ERAP).

  3. ENTITY may be used to analyze Field Collection inventory and activity using a range of criteria. Data is available for case inventory, module inventory, time, activity, and employee parameters.

  4. The queue inventory consists of all cases in status 24 (TSIGN 7000). Queue research capabilities are available to users at group level and above. Open inventory consists of cases assigned in ICS.

  5. ENTITY is a current data base that includes data that is sensitive and non-sensitive. Non-sensitive data can be viewed, printed and e-mailed. Sensitive data can only be viewed and printed.

5.3.1.3 (07-29-2021)

Field Collection Case Assignment and Workload Management

  1. GM Case Assignment is used by Field Collection managers to assign cases (inventory). Instructions for using GM Case Assignment are at the ENTITY Book (KMT).

  2. Queue cases and cases in the ICS Group Manager Hold File (Assignment Number: NNNNNN00) display in GM Case Assignment. Cases may be selected from the queue or the ICS Group Manager Hold File. The GM can compare hold file and queue cases to make a determination on which cases are best for assignment. Some cases in the ICS Group Manager Hold File cannot be moved to the Queue.

  3. For a list of cases that are directly assigned to the ICS Group Manager Hold file go to IRM, 5.1.20.2.3.1, Cases That Bypass ACS and the Queue and go Directly to ICS

  4. For a list of cases that cannot be moved to the queue go to: IRM 5.1.20.3.3, Cases that Cannot be Moved to the Queue

  5. IRM 1.4.50, Resource Guide for Managers- Collection Group Manager, Territory Manager and Area Director Operational Aid, provides guidance for case assignment and workload management.

5.3.1.3.1 (07-29-2021)

Cases Requiring Additional Assignment Actions

  1. The manager can assign cases that do not appear in the group manager's queue such as notice status and related/cross-referenced cases in the following manner.

    Additional Case Assignment Actions

    If Then
    The case resides in group queue and needs to be worked immediately

    1. Assign the case using GM Case Assignment application.

    2. Create an ICS Only case. Once the case is downloaded from IDRS, it will overwrite the ICS Only case.
    The case resides in the area queue, but not the group queue

    1. Create an ICS Only case.

    2. Assign the case on IDRS using eight-digit RO assignment number. Once the case is downloaded from IDRS it will overwrite the ICS Only case.
    The case is in Notice status

    1. Create an ICS Only case.

    2. Assign the case on IDRS using eight-digit RO assignment number.

    3. Use IDRS to input CC STAUP 22 for 00 cycles.

    4. IDRS will assign the case to the RO after weekend processing determined by IDRS output cycles.
    The case is in Notice status and the case is assigned to another area

    1. Create an ICS Only case.

    2. Input CC STAUP 22 for 00 cycles.

    3. Use IDRS to request CC ENMOD.

    4. Overlay CC ENMOD with CC ENREQ.

    5. CC INCHG input screen will appear after inputting CC ENREQ.

    6. At DOC CD, overlay 63 with 50.

    7. At CASE-ASSN-NUM, input revenue officer number.

    8. At CLC, input your Area Office number (21 - 27, 35).

    9. In the remarks section, type "Transfer" .

    10. It will take 2 to 3 weeks for the case to appear in the revenue officer's inventory.

    11. For ACS (status 22) accounts, you need to contact the ACS support liaison for the corresponding call site to request case transfer. ACS contact information for this purpose can be found at SERP under the Who/Where tab, ACS Support Liaisons: ACS Support and Status 22 TAS Liaisons. http://serp.enterprise.irs.gov/databases/who-where.dr/acs-support-status-22-tas-liaisons.html
     

5.3.1.3.2 (07-29-2021)

ICS / ENTITY Case Codes, Subcodes and Collection Time Reporting System (CTRS)

  1. The case code is a three-digit code used to categorize inventory. The case code identifies the type of taxpayer. The subcode identifies the kind of case. Review and update codes weekly and as needed to ensure accurate end of month reports. For example, check the codes when the case is assigned; when time is charged to the case; and monthly before the end of month Friday.

  2. Case codes are set and defined by Collection headquarters. A list of case codes is below:

    ICS/ENTITY Case Code Table

    TYPE OF CASE CASE CODE
    No Case Code from ICS 000
    Individual - Wage Earner 101
    Individual - Self Employed 102
    Individual - Combined Wage Earner/Self Employed 103
    Individual - TFRP - Wage Earner 104
    Individual - TFRP - Self Employed 105
    Individual - TFRP - Combined Wage Earner/Self Employed 106
    Corporation - In Business 201
    Corporation - Out of Business 202
    Sole Proprietor - In Business 301
    Sole Proprietor - Out of Business 302
    Partnership - In Business 401
    Partnership - Out of Business 402
    Estate - Decedent 501
    Estate - Fiduciary 502
    LLC - In Business 601
    LLC - Out of Business 602
     

  3. Subcodes (Field Collection) are set and defined by Collection headquarters or the area office (with headquarters consent). Instruction on selection and use of subodes and time reporting is in IRM 5.2.1.9, ICS and ENTITY Sub Codes (Field Collection Areas only). Time tracking for non-IDRS cases and some specific programs are controlled by subcodes. Also the subcode will match the time code on the Form 4872 Collection Activity (Non-ACS Report). Time charged to a case with a time-tracking subcode is added to the appropriate time code.

  4. Review and update case codes and subcodes weekly and as needed to ensure accurate end of month reports. For example, check the codes when a case is assigned; when time is charged to the case; and monthly before the end of month Friday.

  5. Most subcodes 500 and below are national subcodes.

  6. The first 20 digits of subcode series over 500 are reserved for use by headquarters, e.g., subcodes 500 - 519 ,600 - 619, etc., are reserved. Most subcodes over 500 are local subcodes. These subcodes may be used by areas to track cases of local interest.

5.3.1.3.3 (07-29-2021)

Field Collection Time Reporting

  1. Time is reported by Field Collection in ICS. The ICS User Guide, Chapter 26, TIN Based Time Reporting provides instruction on how to report time in ICS. The data entered in ICS is extracted to ENTITY. ENTITY receives daily, weekly, and monthly extracts from ICS. Those extracts, when compiled, produce end of month data files of Field Collection time, inventory, and activity information. CTRS extracts the files from ENTITY during end of month processing to produce Collection time and inventory reports.

  2. TIN-based time means time is charged directly to an assigned taxpayer case when applicable.

  3. Time code (direct, non-direct, informational, overhead, etc.) definitions and usage guidelines are in IRM 5.2.1, Collection Time Reporting.

  4. Time needs to be correctly input and finalized in ICS. Employees and managers need to accomplish this using the ICS End of Day (EOD) function. Employee and manager absences need to be planned or addressed promptly (if unplanned) so time reporting is not delayed or negatively impacted. Some time such as leave, training time, and detail out time can be input prior to the employee absence per IRM 5.2.1.8.1, Collection Time Reporting, Field Collection Procedures.

  5. ROs and other Field Collection ICS users will finalize their time on ICS using the EOD function at the close of business each day, but no later than the next business day, except at the end of the monthly time reporting period.

  6. On the last Friday of the monthly time reporting period, ROs must connect to the local area network (LAN) via ERAP or at an IRS office to upload their time by close of business.

  7. If an employee is unexpectedly absent when the month end time report is due or is having difficulty connecting to the LAN, the employee will make every effort to report time via telephone or fax no later than the last Friday of the monthly time reporting period. The group manager or group secretary can input, correct, and EOD time for the employee. Only the group manager, acting group manager or the group secretary can edit time that has been EOD'd.

    Note:

    An acting manager or secretary cannot correct his/her own time after it has been EOD'd. The group manager or another acting manager must make these changes.

5.3.1.3.4 (10-11-2022)

Field Collection (Category A) Realignments

  1. S-ROC, short for Category A SB/SE - Request for Organizational Change, are organizational realignments to promote productivity, efficiency and meet overall Collection goals. IRM guidance for Category A realignments are found in IRM 1.53.1, Managing Organizational Change, Small Business and Self-Employed Division

  2. The SROC Program is administered by the SROC Team in the Leadership Development and Support Office located in the SB/SE Human Capital Office. Successful realignments require planning, coordination, and communication between business units. Due to the significant impact of SROCs and the rules and timeframes for implementation, anyone considering an SROC should visit the Human Capital Office (HCO) Work Source Management Resources website:https://irssource.web.irs.gov/SBSE/Lists/HumanCapitalOffice/DispItemForm.aspx?ID=35 and the HCO SROC SharePoint site: https://organization.ds.irsnet.gov/sites/SbseHCOWFPR/LR/SROC/default.aspx

  3. The HCO SROC SharePoint site contains all necessary documents needed for a successful organizational change request. The site contains specific instructions for Field Collection SROCs and lists names of Program Coordinators. Documents on the SharePoint include:

    • Field Collection S-ROC Guide Supplement - a step-by-step guide for Field Collection realignments

    • required Field Collection realignment form, Realignment Request for ICS ENTITY CTRS

  4. The five common Category A - Collection Realignments implemented in ICS and ENTITY are:

    • Create a new group or new territory

    • Collapse a group or territory

    • Move a group to another territory

    • Change a group type: for example from OIC to RO

    • Rename a group or territory: for example, change the name of the group Post of Duty (POD) or territory name

  5. All realignments require 45 days advance notification. The 45-day clock starts AFTER the Director, Field Collection has approved the SROC and HCO has assigned an SROC control number. Failure to timely notify Collection Systems analysts in CASS, ENTITY, ICS, and CTRS of Collection group changes may prevent or delay the implementation of the requested changes and may result in inaccurate data.

  6. Individual employees moving between groups or territories are not Category A realignments, but they use the same Category A timeframes noted in the Field Collection Realignment Actions and Timetable below *.

    Note:

    The HCO review and approval process may add additional processing time which must be considered when selecting an effective date for SROC changes.

  7. The following table outlines the type of realignment and associated time frames:

    Field Collection Realignment Actions and Timetable

    TYPE OF ACTION FREQUENCY ADVANCE NOTIFICATION
    * Movement of an Individual Employee Monthly 45 days + review and approval time
    Create or Collapse a Group Monthly 45 days + review and approval time
    Rename a Group or Territory Monthly 45 days + review and approval time
    Change Group Type (Change a group designation: RO/OIC/SC/ADV/INS) Monthly 45 days + review and approval time
    Create or Collapse or Move a Territory Quarterly 45 days + review and approval time
    Move a Group to Another Territory

    • The group moves from one territory to another can only be accomplished quarterly – effective the first Monday after the Friday EOM in October, January, April and July.

    		 Quarterly 45 days + review and approval time
     

  8. Communication with the Collection Systems Analysts in CASS, ENTITY, ICS and CTRS is strongly recommended as soon as the area begins planning a realignment. Changes requested less than 45 days before the implementation date may result in the realignment not being processed for the requested implementation date.

  9. All area offices will provide the name and telephone number of an area realignment coordinator from within the area director’s staff. This person will be responsible for submitting all necessary information (request forms, spreadsheets, list of affected personnel, etc.) with the realignment package.

  10. The perfected SROC package must be submitted to the Collection systems analysts in CASS, ENTITY, ICS and CTRS at least 45 days prior to the desired action date. The desired action date must fall on the first Monday of a monthly reporting period. Refer to the Field Collection SROC Supplement Desk Guide located on the HCO S-ROC SharePoint page for more information.

  11. Perfected S-ROC Package Documents must include:

    • Category A Streamlined SROC Change Template*

    • Copy of Form 14036 and NTEU notification**

    • Realignment Request for ICS ENTITY CTRS , Exhibit 5.3.1-1*

    • Current and proposed organizational charts including the eight-digit ICS assignment numbers for each employee

    • Employee Moves Spreadsheet

    * Document must include HCO SROC control number
    ** If the realignment involves employee moves or anything requiring NTEU notification, a copy of the NTEU notice must be included in the package with the date of NTEU notification.

    Note:

    Field Collection should submit a request to collapse any inactive groups within 60 days that they do not intend to fill in the near future. Each area is required to formally collapse any inactive ICS group(s) using Category - A SROC procedures. An active ICS group must have a manager and at least one employee.

5.3.1.3.5 (10-11-2022)

Moving Employee From One Group To Another

  1. Moving employees from one group to another is not considered a formal realignment. However communication between business units and specific actions must be completed for successful outcomes.

  2. Review the Supplemental SROC Desk Guide (Field Collection / Specialty Collection) on the HCO SROC SharePoint sitehttps://organization.ds.irsnet.gov/sites/SbseHCOWFPR/LR/SROC/_layouts/15/WopiFrame2.aspx?sourcedoc=/sites/SbseHCOWFPR/LR/SROC/SROC/_S-ROC%20Documents%20for%20Field%20Collection/Field%20Collection%20SROC%20Supplement%20Desk%20Guide.docx to determine actions required for individual employee moves

    • The area realignment coordinator must prepare the Action Plan for Individual Employee Moves with appropriate dates, distribute to impacted group managers, and ensure described actions are taken for successful implementation of the change.

    • Send a copy of the Action Plan for Individual Employee Moves to the ICS/ENTITY quality analyst (IQA) and Collection Automation Coordinator (CAC). The employee(s) move will not be completed on the systems until after the end of the month process in ENTITY.

    • Advise the employee(s) who are moving from one group to another that time must be input in their current group through the end of the monthly reporting period prior to the individual move. For example, if the “current” reporting period is June, the employee move will be effective for the reporting month of July. Refer to the Selection of Effective Dates chart in the Supplemental SROC Desk Guide (Field Collection / Specialty Collection).

    • Advise employee(s) who are moving from one group to another that they must keep a manual log of their time after the effective date of the employee move until the new employee record is active in ICS. They will input the manually logged time in ICS once they are notified the employee record is active.

  3. The employee will be moved after the completion of end of month processing in ENTITY. For example, if the “current” reporting period is June, the employee move will be effective for the reporting month of July.

5.3.1.4 (04-01-2007)

ENTITY Program Responsibilities

  1. ENTITY presents data from ICS and the queue for case management, reports compilation, and management information. ENTITY enables the area and territory managers to monitor key business indicators down to the group level.

  2. ENTITY produces reports that can be used at the individual, group, territory, area and headquarters levels.

  3. All system change requests will be reviewed by the ENTITY staff.

5.3.1.4.1 (07-29-2021)

Group Secretary Time Reporting Responsibilities

  1. The group secretary responsibilities are:

    • Group secretaries or designated personnel are responsible for weekly time entry, monitoring, and verifying for the group, per IRM 5.2.1.5.1, Field Collection and Field OIC Specialist Responsibilities.

    • Use Weekly Time Verification to determine if ROs are finalizing their time on a daily basis.

    • Use the Hours Verification Report to check time for the group EOM process.

    • Provide group manager with reports generated in ENTITY in a timely fashion.

    • Generate EOM Reports on Monday or the first business day following the last Friday of the monthly reporting period.

    • Correct or re-extract time on ICS as needed.

5.3.1.4.2 (02-22-2012)

Revenue Officer Responsibilities

  1. The RO responsibilities are:

    • Review case codes and sub codes for correctness. Any incorrect codes must be changed in ICS.

    • Report time and finalize it at the conclusion of each business day using the EOD function on ICS, but no later than the next business day. Upload transactions to the LAN daily if using ERAP.

    • Those who do not have ERAP access will connect to the LAN at an IRS office to upload time at least once per week. The only exception to this requirement applies to the last Friday of the monthly reporting period, when ICS users will EOD their time by COB that day. They will either connect to the Lan via ERAP or an IRS office connection to up load their time.

    • Users can input and EOD training and leave hours in advance.

    • Review time for errors and correct them before the EOD process is complete. A manager, acting manager and group secretary are the only personnel who can correct a time report once it has been EOD'd.

5.3.1.4.3 (10-11-2022)

Group Manager Responsibilities

  1. The group manager responsibilities for end of month processing are in IRM, 1.4.50.2.3, ENTITY end of month (EOM) Processing. The IRM section for workload management is IRM 1.4.50.8.2, Using ENTITY for Workload Management .

  2. Other common uses are listed below:

    • Identify trends

    • Identify cases for review

    • Analyze closed and open case data

    • Provide feedback regarding case actions

    • Determine effective use of time.

    • Monitor employee time charges, e.g., the use of Non-Case Direct Time Codes: 809 (Miscellaneous Direct), 810 (Assisting Another RO), 611 (Administrative Time).

    • Monitor the timely reporting of information.

  3. The group manager is responsible and accountable for accurate and timely EOM Reports for their group. Running EOM reports or making necessary time corrections is timely if it occurs on Monday or the first business day following the last Friday of the monthly reporting period. The group manager is responsible for reviewing the reports, and ensuring the accuracy of the reports. Once the group manager verifies the accuracy of the EOM reports, the group manager will approve/finalize the group's EOM. Finalizing the EOM is accomplished by selecting Approve EOM under Month End on ENTITY. The Approve EOM action in ENTITY will constitute the group manager's electronic signature that the EOM reports are accurate and completed.

  4. Managers should review the use of case codes periodically to:

    • Ensure that open inventory is coded correctly, e.g., a case coded 202 - Corporation Out of Businesses is a corporation and not an LLC Out of Business (case code: 602).

    • Ensure that cases are correctly coded before closing (e.g., a case coded 202 should be closed using TC 530 CC 10: Defunct corporation and not TC 530 CC 13: In - Business corporation).

  5. For ENTITY assistance, group managers can find help from the following sources:

    • *ENThelp in ENTITY or Outlook at *ENThelp

    • ENTITY Book (KMT) athttps://portal.ds.irsnet.gov/sites/vl123/lists/entity/landingview.aspx

    • ICS/ENTITY quality analyst (IQA)

5.3.1.4.4 (10-11-2022)

Territory Manager Responsibilities

  1. The territory manager responsibilities are:

    • Review group MIS reports for consistency among groups

    • Review the time utilization for all groups

    • Note anomalies on the reports

    • Discuss anomalies during group operational reviews

    • Ensure proper training on ENTITY for managers, ROs, group secretaries and other users of ENTITY

  2. The territory manager is responsible for notifying the area realignment coordinator of any requested group changes which affect ENTITY. Examples of some situations requiring notification are below (not all inclusive):

    • Personnel changes

    • Group movement to new territories

    • Collapse of groups or territories

    • Creation of new groups or territories

5.3.1.4.5 (10-11-2022)

Area Responsibilities

  1. The area office responsibilities are:

    • Ensure that all the group EOM ENTITY reports are completed and transmitted to the area by close of business on the Wednesday following the last Friday of the monthly reporting period. In the event a report is found to be inaccurate, the group manager or designee, must correct the errors and transmit the reports t to the area the following day. All corrections should be identified and corrected prior to Wednesday so that area and national EOM reports can be completed timely. Report inaccuracies and / or late reports in any group EOM report to the territory manager of the group for follow-up.

    • Choose a contact person for Collection group realignments, e.g., area realignment coordinator .

    • Follow the guidance above at IRM 5.3.1.3.4 Field Collection (Category A ) Realignments for a planned SROC or realignment.

  2. The area realignment coordinator must contact the Collection Systems Analysts in CASS, ENTITY, ICS and CTRS as soon as realignment / SROC changes are planned by the area.

  3. The area office will ensure all request forms for group changes, refer to IRM 5.3.1.3.4, are submitted to headquarters in a timely manner. The area director or designee is the approving authority for any changes which affect ENTITY.

  4. Realignments will generally take place the first week of the new quarter.

5.3.1.4.6 (10-11-2022)

Collection Automation Coordinator (CAC) ENTITY Responsibilities

  1. Collection Automation Coordinators (CACs) are under Functional Automation Support (FAS) in the Collection Automation Support and Security (CASS) program within Headquarters Collection, Quality and Technical Support (QTS).

  2. The CAC responsibilities are:

    • Act as a liaison with ENTITY analysts and headquarters on realignment issues. Create and distribute the appropriate SROC Action Plan to facilitate approved SROC realignment. .

    • Schedule and facilitate an SROC call with impacted stakeholders to review the Action Plan(s) for approved employee realignments.

5.3.1.4.7 (10-11-2022)

ICS/ENTITY Quality Analyst (IQA) Position

  1. The ICS/ENTITY Quality Analysts (IQA) are under the IQA function in the Collection Automation Support and Security (CASS) program within Headquarters Collection, Quality and Technical Support (QTS).

  2. The IQA responsibilities are:

    • Serve as a liaison between area offices, headquarters, and campus staff, to coordinate resolution of software application problems for assigned systems.

    • Resolve problems with cases listed on the Queue Inventory report without a Group Zip Code Assignment.

    • Establish and maintain CTRS software modules and related systems.

    • Validate month-end CTRS data and prepare CTRS month-end reports.

    • Timely transmit EOM Reports no later than the Friday following the end of the monthly reporting period..

    • Collaborate with the assigned Collection Automation Coordinator (CAC), headquarters staff, ENTITY support staff, Information Technology (IT) services system administrators, and other stakeholders on realignments and SROCs.

    • Establish and maintain the ICS employee and ZIP code assignment tables

    • Ensure new group numbers do not duplicate any previously used group number or ensure the group numbers have been inactive for the prescribed period.

    • Add new group numbers and set individual moves no later than Friday of the week following the monthly time reporting period.

5.3.1.4.8 (02-22-2012)

Collection Policy Analyst Position

  1. The Collection policy analyst role varies based on assignment:

    • The area Collection policy analysts are on the area director’s staff and supports a specific SB/SE area.

    • Other policy analysts support Collection according to their on organizational defined roles.

  2. Collection policy analysts may utilize ENTITY data, reports and queries to perform a wide range of analysis; for example to identify trends and evaluate workflow.

5.3.1.5 (08-25-2016)

ENTITY Feedback \ Recommendations

  1. Anyone can provide feedback or recommendations about ENTITY to the ENTITY staff. Please help improve ENTITY by:

    • Identifying problems and issues impacting work performance

    • Making recommendations for improvements

    • Making requests for procedure and / or system changes

  2. Submit all comments to: *ENThelp

5.3.1.6 (07-29-2021)

ENTITY User Support and Training

  1. ENTITY user support is provided by headquarters analysts primarily in ALS & ENTITY - Customer Support Staff (ALECS). Contact ALECS using any of the following methods:

    • *ENThelp in ENTITY or Outlook: *ENThelp

    • ENTITY website on Share Point at: https://program.ds.irsnet.gov/sites/SbseEcsCaisd/CCD/ENTITYWeb/Pages/default.aspx

    • ENTITY Book (KMT): https://portal.ds.irsnet.gov/sites/vl123/lists/entity/landingview.aspx

  2. Headquarters ENTITY staff is responsible for ENTITY application training. For instance, ALECs provides initial ENTITY training for all new managers. ALECs along with other ENTITY staff provide training on an ongoing basis to address customer needs.