United States Government Publishing Office publisher pbl distributor dst United States Government Accountability Office General Government Division author aut Government Organization text government publication eng GAOREPORTS Legislative Agency Publications gao legislative 2010-08-12 U.S. Government Printing Office 1995-10-10 monographic deposited born digital 38 p. GA 1.13:GGD-96-3 https://www.govinfo.gov/app/details/GAOREPORTS-GGD-96-3 P0b002ee180380ac0 f:gg96003 DGPO 2010-08-12 2011-03-28 GAOREPORTS-GGD-96-3 machine generated eng fdlp REPORT GAOREPORTS-GGD-96-3 GGD-96-3 Taxpayers Tax administration systems Computerized information systems Telephone communications operations Human resources utilization Information dissemination operations Productivity Tax law Systems conversions Compliance TSM IRS Tax System Modernization Program IRS Strategic Business Plan IRS Tele-Tax System IRS Integrated Case Processing System IRS Document Processing System IRS Workload Management System IRS Business Master Plan IRS Future Concept of Operations IRS Integrated Transition Plan for Customer Service IRS Electronic Filing System Letter Report GGD GAO reviewed the Internal Revenue Service's (IRS) progress in realizing its plan for improving its customer service, focusing on: (1) IRS customer service goals and its plans to meet these goals; (2) the difficulty IRS has in meeting these goals; (3) current management concerns; and (4) important challenges IRS faces.<p/>GAO found that: (1) IRS customer service goals are to provide better service to taxpayers, utilize its resources more efficiently, and improve taxpayers compliance with tax laws; (2) IRS expects to improve its efficiency by having fewer work locations and automated workload management, giving customer service representatives better computer resources and access to taxpayer accounts, and improving taxpayers accessibility to telephone service; (3) IRS has made some progress toward its vision by initiating limited operations in new customer service centers; (4) current IRS management concerns include the lack of ownership for customer service, the absence of owner's involvement during project development, and inadequate quality measures to evaluate interactive telephone systems performance; (5) these management issues have not had serious adverse effects on IRS goals because implementation of the customer service vision is still in the beginning stages; and (6) to achieve its customer service goals, IRS will have to overcome challenges including how to manage the transition to a different organization while maintaining ongoing workloads and developing and using new information technology. https://www.govinfo.gov/content/pkg/GAOREPORTS-GGD-96-3/html/GAOREPORTS-GGD-96-3.htm https://www.govinfo.gov/content/pkg/GAOREPORTS-GGD-96-3/pdf/GAOREPORTS-GGD-96-3.pdf GAO/GGD-96-3 https://www.govinfo.gov/app/details/GAOREPORTS-GGD-96-3 Letter Report GAO/GGD-96-3; Tax Administration: IRS Faces Challenges in Reorganizing for Customer Service; Taxpayers Tax administration systems Computerized information systems Telephone communications operations Human resources utilization Information dissemination operations Productivity Tax law Systems conversions Compliance TSM IRS Tax System Modernization Program IRS Strategic Business Plan IRS Tele-Tax System IRS Integrated Case Processing System IRS Document Processing System IRS Workload Management System IRS Business Master Plan IRS Future Concept of Operations IRS Integrated Transition Plan for Customer Service IRS Electronic Filing System