Case Study: United States Internal Revenue Service achieves streamlined workflows, reduced costs, and improved citizen services with Adobe Acrobat (Adobe)

United States Internal Revenue Service - Customer Case Study

The Internal Revenue Service, a 100,000-person agency managing billions of tax documents year-round, needed a cost-effective way to deliver current information to staff, tax professionals, and the public while streamlining a slow, paper-heavy form creation and publishing process. With a dispersed workforce and rising expectations for immediate access, the IRS faced challenges in collaboration, version control, and timely distribution of thousands of forms and publications.

By standardizing on Adobe Acrobat and Adobe Reader and adopting Adobe LiveCycle solutions (forms, rights management, and reader extensions) integrated with Microsoft and SharePoint, the IRS moved to electronic review, fillable PDFs, and automated workflows. The result: publishing cycles shrunk from months to under a week, three fulfillment centers consolidated into one, faster and more accurate audits, improved remote collaboration and security, and significant cost and operational efficiencies while giving citizens quicker access to up‑to‑date materials.

United States Internal Revenue Service

Paul Showalter

Technical Adviser, IRS Publishing Division