[{"data":1,"prerenderedAt":-1},["ShallowReactive",2],{"doc-seo-394777-105":3,"detail-sidebar-cat-0-en-105":81,"doc-detail-394777-en":130},{"code":4,"msg":5,"data":6},0,"ok",{"site_id":7,"language":8,"slug":9,"title":10,"keywords":11,"description":12,"schema_data":13,"social_meta":74,"head_meta":76,"extra_data":78,"updated_unix":80},105,"en","enterprise-case-management-ecm-official-use-questionnaire","Enterprise Case Management (ECM) - Official Use Questionnaire","","Enterprise Case Management (ECM) is an application and enterprise solution that manages case records for internal (IRS) and external (non-IRS) entities. ECM consolidates legacy and standalone case management systems using a deployed IRS Pega platform. Access is limited to internal IRS users, cleared contractors, and a small group of TIGTA users. The questionnaire describes a data lifecycle from intake and case creation through processing and secure retention to closure, including the use and handling of SBU, PII, and Federal Taxpayer Information (FTI).",{"@graph":14,"@context":73},[15,34,56],{"@type":16,"itemListElement":17},"BreadcrumbList",[18,23,27,31],{"item":19,"name":20,"@type":21,"position":22},"https://docshare.wps.com","Home","ListItem",1,{"item":24,"name":25,"@type":21,"position":26},"https://docshare.wps.com/document/","Document",2,{"item":28,"name":29,"@type":21,"position":30},"https://docshare.wps.com/document/exam/","Exam",3,{"item":32,"name":10,"@type":21,"position":33},"https://docshare.wps.com/document/enterprise-case-management-ecm-official-use-questionnaire/394777/",4,{"url":32,"name":10,"@type":35,"image":36,"author":41,"headline":10,"publisher":44,"fileFormat":47,"inLanguage":8,"description":12,"dateModified":48,"datePublished":49,"encodingFormat":47,"isAccessibleForFree":50,"interactionStatistic":51},"DigitalDocument",{"url":37,"@type":38,"width":39,"height":40},"https://docshare.wps.com/thumbnails/enterprise-case-management-ecm-official-use-questionnaire/394777.png","ImageObject",300,407,{"name":42,"@type":43},"Jasmine","Person",{"url":19,"name":45,"@type":46},"DocShare","Organization","application/pdf","2026-10-29","2026-09-26",true,{"@type":52,"interactionType":53,"userInteractionCount":55},"InteractionCounter",{"@type":54},"ViewAction",10,{"@type":57,"mainEntity":58},"FAQPage",[59,65,69],{"name":60,"@type":61,"acceptedAnswer":62},"What is Enterprise Case Management (ECM) and what systems does it integrate?","Question",{"text":63,"@type":64},"ECM is an application and enterprise solution for managing case records involving IRS internal and non-IRS external entities. It consolidates legacy and standalone case management systems across the IRS and uses an IRS Pega platform deployed on Pega cloud with additional components installed on IRS on-prem resources.","Answer",{"name":66,"@type":61,"acceptedAnswer":67},"How does ECM use sensitive data across the data lifecycle?",{"text":68,"@type":64},"ECM collects and validates PII/FTI during intake to create cases, then uses PII/FTI through processing stages for case management activities such as assignments, record activities, requests for information, scheduling, agreements, determinations, and recommendations. In the closure stage, it generates closing reports and closes cases.",{"name":70,"@type":61,"acceptedAnswer":71},"What kinds of sensitive data does the ECM questionnaire indicate may be used?",{"text":72,"@type":64},"The questionnaire asks whether the project uses Sensitive but Unclassified (SBU), Personally Identifiable Information (PII), or Federal Tax Information (FTI), and includes a selection list such as Address, names and identification numbers, biometric information, financial account numbers, and Federal Tax Information (FTI).","https://schema.org",{"og:url":32,"og:type":75,"og:title":10,"og:site_name":45,"og:description":12},"article",{"robots":77,"canonical":32},"index,follow",{"doc_id":79,"site_id":7},394777,1790580660,{"code":4,"msg":82,"data":83},"success",[84,88,92,95,100,105,110,115,120,123,126],{"id":22,"doc_module":4,"doc_module_name":25,"category_name":85,"show_sort_weight":86,"slug":87},"Story & Novel",90,"story-novel",{"id":26,"doc_module":4,"doc_module_name":25,"category_name":89,"show_sort_weight":90,"slug":91},"Literature",80,"literature",{"id":33,"doc_module":4,"doc_module_name":25,"category_name":29,"show_sort_weight":93,"slug":94},70,"exam",{"id":96,"doc_module":4,"doc_module_name":25,"category_name":97,"show_sort_weight":98,"slug":99},5,"Comic",60,"comic",{"id":101,"doc_module":4,"doc_module_name":25,"category_name":102,"show_sort_weight":103,"slug":104},6,"Technology",50,"technology",{"id":106,"doc_module":4,"doc_module_name":25,"category_name":107,"show_sort_weight":108,"slug":109},7,"Healthcare",40,"healthcare",{"id":111,"doc_module":4,"doc_module_name":25,"category_name":112,"show_sort_weight":113,"slug":114},8,"Research & Report",30,"research-report",{"id":116,"doc_module":4,"doc_module_name":25,"category_name":117,"show_sort_weight":118,"slug":119},9,"Religion & Spirituality",20,"religion-spirituality",{"id":118,"doc_module":4,"doc_module_name":25,"category_name":121,"show_sort_weight":118,"slug":122},"World Cup","world-cup",{"id":55,"doc_module":4,"doc_module_name":25,"category_name":124,"show_sort_weight":55,"slug":125},"Lifestyle","lifestyle",{"id":127,"doc_module":4,"doc_module_name":25,"category_name":128,"show_sort_weight":96,"slug":129},19,"General","general",{"code":4,"msg":82,"data":131},{"doc_id":79,"user_id":132,"nickname":42,"user_avatar":133,"doc_module":4,"category_id":33,"category_name":29,"doc_title":10,"doc_description":12,"doc_content":134,"file_id":135,"file_url":136,"file_type":137,"file_size":138,"view_count":55,"is_deleted":4,"is_public":22,"is_downloadable":22,"audit_status":22,"page_count":139,"language":140,"language_code":8,"site_id":7,"html_lang":8,"table_of_contents":141,"faqs":142,"seo_title":143,"seo_description":12,"update_tm":144,"read_time":145,"preview_page_count":4},2336478487870,"https://ap-avatar.wpscdn.com/davatar_085a072bc5b1113ac321206ff7593b45","Date of Approval: 05/26/2026  \nQuestionnaire Number: 2827  \nBasic Information/Executive Summary  \nWhat is the name of your project (system, database, pilot, product, survey, social media site, etc.)?  \nEnterprise Case Management  \nAcronym:  \nECM  \nBusiness Unit  \nInformation Technology  \nPreparer  \n\\# For Official Use Only  \nSubject Matter Expert  \n\\# For Official Use Only  \nProgram Manager  \n\\# For Official Use Only  \nDesignated Executive Representative  \n\\# For Official Use Only  \nExecutive Sponsor  \n\\# For Official Use Only  \nExecutive Summary: Provide a clear and concise description of your project and how it will allow the IRS to achieve its mission.  \nEnterprise Case Management (ECM) is an application and enterprise solution for managing case records involving internal (IRS) and external (non-IRS) entities.  \nIRS Pega platform is deployed on Pega cloud for government (PCFG) and additional components are installed on IRS on Prem resources. ECM consolidates legacy and standalone case management systems across the IRS, with the purpose of providing efficient and effective methods of conducting tax-collection services and collaboration between IRS Business Operating Divisions (BODs) . ECM access is restricted to internal IRS users, cleared contractors, and a small group of Treasury Inspector General for Tax Administration (TIGTA) users. ECM is not Internet-facing and is not directly Internet-accessible. ECM acquires information from two non-IRS systems and provides system diagnostic data to the application platform vendor. ECM contains a significant amount of Personally Identifiable  \nInformation (PII), Sensitive But Unclassified (SBU) information, and Federal Taxpayer Information (FTI) . In addition to its intended use for managing taxpayer case records, a sampling of ECM applications currently in use include those used to manage grants, submission of the Records Management Checklist for  \nSeparating Employees, and IRS employee conduct allegations involving harassment and labor relations. As more IRS BODs send case records to ECM, additional applications will be built in ECM to manage their business processes.  \nTherefore, the amount of PII, SBU and FTI is expected to grow significantly.  \nECM is comprised of many components as listed below: 1. Exam 2. Virtual Trust Fund Recovery Program (VTFRP)/Collections 3. Return Preparer Office (RPO) 4.  \nPrivacy, Government Liaison and Disclosure (PGLD) Clearance Management 5.  \nTaxpayer Services (TS) Grants Management 6. External Referrals 7. Employee Conduct (EmpCon) 8. Streamlined Case Management (SCM) Multilingual and Agency Services (MAS) 9. Tax Exempt & Government Entities (TE/GE) Exempt Organization Customer Support (EOCS) 10. Photocopy Refunds Program (PHOREF) 11. Fixit/ECMOCR ECM contains a significant amount of Personally Identifiable Information (PII), Sensitive But Unclassified (SBU) information, and Federal Taxpayer Information (FTI) .  \nPersonally Identifiable Information (PII)  \nWill this project use, collect, receive, display, store, maintain, or disseminate any type of Sensitive but Unclassified (SBU), Personally Identifiable Information (PII), or Federal Tax Information (FTI)?  \nYes  \nPlease explain in detail how this project uses sensitive data from inception to destruction (data lifecycle) .  \nEach ECM component's lifecycle begins with intake and case creation, followed by assigning and managing work, then working cases (processing stages), and  \nending with case closure. During intake, PII/FTI is collected, validated,  \naugmented from IRS sources [and Pay.gov](and Pay.gov) (RPO only) to create cases. In the processing stages, PII/FTI is used to manage inventory, assign and reassign cases, record activities, generate requests for information and letters, schedule  \nappointments, create installment agreements, generate certificates, perform  \ncalculations, make determinations and recommendations, and propose assessments. In the closure stage, PII/FTI is used to gene","cbCairc08KEEJmA5","https://ap.wps.com/l/cbCairc08KEEJmA5","pdf",180700,34,"English","# Basic Information/Executive Summary\n## Enterprise Case Management (ECM)\n# Data Lifecycle and Sensitive Data Use\n## PII, SBU, and FTI handling\n## Sensitive data types (selection list)","[{\"question\":\"What is Enterprise Case Management (ECM) and what systems does it integrate?\",\"answer\":\"ECM is an application and enterprise solution for managing case records involving IRS internal and non-IRS external entities. It consolidates legacy and standalone case management systems across the IRS and uses an IRS Pega platform deployed on Pega cloud with additional components installed on IRS on-prem resources.\"},{\"question\":\"How does ECM use sensitive data across the data lifecycle?\",\"answer\":\"ECM collects and validates PII/FTI during intake to create cases, then uses PII/FTI through processing stages for case management activities such as assignments, record activities, requests for information, scheduling, agreements, determinations, and recommendations. In the closure stage, it generates closing reports and closes cases.\"},{\"question\":\"What kinds of sensitive data does the ECM questionnaire indicate may be used?\",\"answer\":\"The questionnaire asks whether the project uses Sensitive but Unclassified (SBU), Personally Identifiable Information (PII), or Federal Tax Information (FTI), and includes a selection list such as Address, names and identification numbers, biometric information, financial account numbers, and Federal Tax Information (FTI).\"}]","Enterprise Case Management (ECM) - Official Use Questionnaire | PDF",1790411639,86]