@fanfare - I suspect they are measuring the number of errors on the returns divided by the number of employees.
Let's say the software is improved to detect and correct errors automatically (eg Recovery Rebate Credit where the taxpayer understated what they received)...... then the errors are resolved quicker with the same number of employees, hence their touted improved efficiency. The 'easy' errors are fixed by the computers, leaving the challenging ones for the employees, but the overall efficiency is better.
Having worked in large scale environments, I do beleive it - it is not inconceivable.
and if they need to double the speed to catch up, that will mean more automation of the 'easy stuff' or the benefit of the 8,000 additional employees they are still seeking to hire.
