In January, just three months before the internal revenue service planned to field a new call center application, its first system upgrade in a $10 billion modernization project, its CIO of almost three years, Paul Cosgrave, quit. • Not surprisingly, eyebrows were raised. • During the past 25 years, the IRS has twice tried—and twice failed—to modernize. In 1978, then-President Jimmy Carter halted a project to network the IRS''s central databases—its Master Files—with its business applications, because the agency had not figured out how it would protect taxpayer privacy.
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