IRS RESPONSE TO RECOMMENDATION #1-1: [As of April 22, 2020] As required by the TFA, the IRS is currently developing a comprehensive taxpayer experience strategy that encompasses all IRS business operating divisions and taxpayer segments, as well as other stakeholders. With this comprehensive strategy, the IRS strives to:
• Understand, inform, and educate our diverse taxpayer base by providing clear and timely communications and building partnerships;
• Provide a seamless taxpayer experience by enhancing self-service and full-service capabilities, expanding access to the IRS, and simplifying the tax process; and
• Empower our workforce to provide exceptional service.
This December the IRS will submit to Congress a written report detailing the comprehensive taxpayer experience strategy, organizational redesign, and training strategy developed pursuant to the TFA.

IMPLEMENTATION DATE: December 2020

CORRECTIVE ACTION: This December the IRS will submit to Congress a written report detailing the comprehensive taxpayer experience strategy, organizational redesign, and training strategy developed pursuant to the TFA.

Responsible function is the TFA office but I can’t find Org symbols for TFA.; This December the IRS will submit to Congress a written report detailing the comprehensive taxpayer experience strategy, organizational redesign, and training strategy developed pursuant to the TFA.

TAS RESPONSE: The IRS’s efforts to date have been encouraging. Under this comprehensive strategy, TAS expects that each Business Operating Division (BOD) will consider the application of the overarching strategy to its taxpayer populations and design a specific plan for taxpayers’ needs during those interactions. The IRS can only provide a seamless taxpayer experience when all parts of the organization work in concert.

AGREED (FULL or PARTIAL) or NOT AGREED: Full

OPEN or CLOSED: Open

DUE DATE FOR ACTION (if left open): 12/31/2020

IRS RESPONSE TO RECOMMENDATION: [As of April 22, 2020] The IRS understands the importance of an integrated, agency-wide approach to taxpayer service. Development of the comprehensive taxpayer experience strategy includes assessing various options to manage and oversee its delivery throughout the IRS. While our objective is to unify taxpayer experience initiatives across all IRS functions, we are still evaluating how best to achieve this goal.
As previously noted, in December the IRS will submit to Congress a written report detailing the comprehensive taxpayer experience strategy, organizational redesign, and training strategy developed pursuant to the TFA.

IMPLEMENTATION DATE: December 2020

CORRECTIVE ACTION: In December the IRS will submit to Congress a written report detailing the comprehensive taxpayer experience strategy, organizational redesign, and training strategy developed pursuant to the TFA.

Responsible function is the TFA office but I can’t find Org symbols for TFA.; In December the IRS will submit to Congress a written report detailing the comprehensive taxpayer experience strategy, organizational redesign, and training strategy developed pursuant to the TFA.

TAS RESPONSE: The IRS would benefit from having a Chief Customer Experience Officer (CCEO) who serves as a liaison to coordinate all service initiatives and strategies across different functions of the IRS. A CCEO would ensure that IRS senior leadership consider decisions through the lens of the taxpayers’ experience.   We continue   to recommend the IRS consider implementing this recommendation in full in the future.;

AGREED (FULL or PARTIAL) or NOT AGREED: Partial

OPEN or CLOSED: Open

DUE DATE FOR ACTION (if left open): 12/31/2020

IRS RESPONSE TO RECOMMENDATION: The IRS is working with NIST to make e-authentication requirements as least burdensome as possible while retaining effectiveness. We are also exploring other effective e-authentication methods including those used by international taxing authorities.
The IRS established the Secure Access Digital Identity (SADI) initiative to satisfy current NIST guidelines. The SADI initiative maintains a “security first” approach, which enhances the user experience by providing a high-availability platform that meets Federal compliance requirements coupled with the level of authentication for the access needed.
We are committed to continual learning and assessment to achieve secure digital communications that are effective but not overly burdensome. For example, the IRS explores authentication opportunities by using innovation studies to:
implement new and innovative ideas in a safe and well-defined environment;
• learn about new technologies and practices;
• improve upon current authentication, authorization, and access processes; and
• evaluate products and offerings from outside vendors.
Additionally, we recently met with Canadian and Australian tax officials to share best practices and hosted the leader of the International Association of Privacy Professionals to gain insight into the global privacy community. We believe these efforts are vitally important to identifying global privacy and authentication opportunities and risks.

IMPLEMENTATION DATE: N/A

CORRECTIVE ACTION: N/A

TAS RESPONSE: TAS welcomes the IRS implementation of the best practices it has gathered. One of the most important  parts of an effective comprehensive taxpayer service strategy is enabling both taxpayers and practitioners  to interact digitally with the IRS. The ability for digital communication with taxpayers and representatives was heightened by the COVID-19 pandemic and the impact to IRS operations. We continue to recommend the IRS work toward providing this means of communication with taxpayers in a safe and well-defined environment.

AGREED (FULL or PARTIAL) or NOT AGREED: Full

OPEN or CLOSED: Closed

DUE DATE FOR ACTION (if left open): N/A

IRS RESPONSE TO RECOMMENDATION: The IRS strives to provide outstanding customer service through an omni-channel approach consisting of internet capabilities, correspondence, telephone, and face-to-face interactions. The annual Wage & Investment Division (W&I) Taxpayer Experience Survey provides information about why taxpayers opt to use certain service channels and the specific tasks they like to perform on each channel. Based on a statistically-valid sample, findings from the 2019 Taxpayer Experience Survey reveal that taxpayers choose to go to IRS.gov before other sources for convenience. Taxpayers also view the IRS toll-free line as a convenient source for the most reliable information. Additionally, the IRS selects toll-free call transcripts for review based on key word searches to identify problem areas and emerging issues.
Leveraging work done previously by our Research, Applied Analytics, and Statistics (RAAS) and Online Services (OLS) business units and W&I, the IRS conducted extensive research to develop the comprehensive taxpayer experience strategy mandated by the TFA. This research includes a review of recommendations and reports issued by the Treasury Inspector General for Tax Administration (TIGTA), U.S. Government Accountability Office (GAO), and the National Taxpayer Advocate’s annual reports to Congress. For additional information, the TFA Office conducted extensive outreach, as described above.
With the comprehensive taxpayer experience strategy, the IRS strives to expand taxpayers’ access to service— particularly for underserved taxpayers, such as taxpayers with limited English proficiency. The IRS is committed to continuing to conduct research to better understand and evaluate taxpayers’ needs.

IMPLEMENTATION DATE: N/A

CORRECTIVE ACTION: N/A

TAS RESPONSE: Leveraging existing research to develop a comprehensive customer service strategy makes a lot of sense and is laudable.   It is important for the IRS to better understand why taxpayers or their representatives     do not use certain service channels for particular tasks so that the IRS can minimize existing barriers and improve services for those tasks.;

AGREED (FULL or PARTIAL) or NOT AGREED: Full

OPEN or CLOSED: Closed

DUE DATE FOR ACTION (if left open): N/A

IRS RESPONSE TO RECOMMENDATION: [As of April 22, 2020] Development of the comprehensive taxpayer experience strategy includes assessing various options to improve telephone service. While our objective is to provide a seamless taxpayer experience across all aspects of tax administration, we are still evaluating how best to achieve this goal.
As previously noted, in December the IRS will submit to Congress a written report detailing the comprehensive taxpayer experience strategy, organizational redesign, and training strategy developed pursuant to the TFA.

IMPLEMENTATION DATE: N/A

CORRECTIVE ACTION: This December the IRS will submit to Congress a written report detailing the comprehensive taxpayer experience strategy, organizational redesign, and training strategy developed pursuant to the TFA.

Responsible function is the TFA office but I can’t find Org symbols for TFA.; This December the IRS will submit to Congress a written report detailing the comprehensive taxpayer experience strategy, organizational redesign, and training strategy developed pursuant to the TFA.;

TAS RESPONSE: The IRS response suggests that it is still considering whether to adopt a 311 system. TAS continues to believe that a 311 system, or one similar, would facilitate increased efficiencies, decrease wait times,      and improve interactions between taxpayers and appropriate IRS personnel. This type of a system, if fully implemented, would fit well within the IRS’s comprehensive omnichannel strategy.

AGREED (FULL or PARTIAL) or NOT AGREED: Not Agreed

OPEN or CLOSED: Open

DUE DATE FOR ACTION (if left open): 12/31/20 – TFA Office