We have to continue to identify how best to improve that user experience, and that ranged from expanding our users ability to remotely log in--we had about 25,000 or so people dialing in or remotely dialing in and had to increase that capacity to nearly 90,000—to investing much more heavily in our network infrastructure to be able to accommodate not just those connections, but the ability for our users to be able to have a ‘normal functioning experience.

Kaschit Pandya
Deputy Chief Information Officer, IT Operations, Internal Revenue Service