United States Government Publishing Office publisher pbl distributor dst United States Government Accountability Office author aut Government Organization text government publication eng GAOREPORTS Legislative Agency Publications gao legislative 2010-08-12 U.S. Government Printing Office 2001-05-08 monographic deposited born digital 19 p. GA 1.13:GAO-01-700T https://www.govinfo.gov/app/details/GAOREPORTS-GAO-01-700T P0b002ee180390843 f:d01700t DGPO 2010-08-12 2011-03-23 GAOREPORTS-GAO-01-700T machine generated eng fdlp REPORT GAOREPORTS-GAO-01-700T GAO-01-700T Information resources management Tax administration systems Customer service Systems conversions Reengineering (management) Testimony A00960 This testimony discusses (1) how well the Internal Revenue Service (IRS) is providing service to taxpayers and ensuring compliance with tax laws, and (2) IRS' progress in its long-term effort to modernize. GAO found that IRS posted mixed results in 2001 in collecting revenues, providing taxpayer service, and enforcing tax laws. On the plus side, IRS processed millions of tax returns and issued refunds without significant problems, taxpayers had an easier time getting through to telephone assistors, and IRS said it made progress in correcting weaknesses that threatened the security of electronically filed tax information. On the down side, the quality of service provided to taxpayers who visited taxpayer assistance centers, trends in audit rates and enforcement programs, and productivity declines continue to be troubling. With respect to modernization, IRS is making incremental progress in overhauling its organization, performance management system, business processes, and information technology. IRS is also making important progress in implementing its new organizational structure, continuing to develop a blueprint for modernizing its business processes and information systems, and more fully defining its strategic direction. However, progress has not met expectations. For example, IRS is not where it should be in implementing management controls over business systems modernization, which has contributed to project delays. https://www.govinfo.gov/content/pkg/GAOREPORTS-GAO-01-700T/html/GAOREPORTS-GAO-01-700T.htm https://www.govinfo.gov/content/pkg/GAOREPORTS-GAO-01-700T/pdf/GAOREPORTS-GAO-01-700T.pdf GAO-01-700T https://www.govinfo.gov/app/details/GAOREPORTS-GAO-01-700T Testimony GAO-01-700T; IRS Modernization: Continued Improvement in Management Capability Needed to Support Long-Term Transformation; Information resources management Tax administration systems Customer service Systems conversions Reengineering (management) Public Law 105-206