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 1999-05-05 monographic deposited born digital 23 p. GA 1.13:GGD-99-88 https://www.govinfo.gov/app/details/GAOREPORTS-GGD-99-88 P0b002ee1803999b1 f:gg99088 DGPO 2010-08-12 2011-03-24 GAOREPORTS-GGD-99-88 machine generated eng fdlp REPORT GAOREPORTS-GGD-99-88 GGD-99-88 Performance measures Program evaluation Data bases Customer service Reengineering (management) Taxpayers Federal agency reorganization Tax administration systems IRS Taxpayer Service and Treatment Improvement Program National Performance Review Letter Report GGD Improving customer service at the Internal Revenue Service (IRS) is a priority for both the agency and Congress. GAO found that IRS' ambitious strategy to improve customer service shows promise but could be improved. As of January 1999, IRS has established priorities, reduced the number of initiatives to a manageable level, aligned them with its strategic goals and objectives, and assigned accountability for specific initiatives. IRS has also improved its ability to monitor and track individual initiatives by providing on-line access to its database and by asking management to enter information on milestones and completion dates. IRS' strategy could be enhanced by having information on expected costs and benefits, milestones and completion dates, and performance measures. IRS has already linked the initiatives to its strategic goals and objectives and has begun to collect information on timeliness. However, IRS has not determined how much the initiatives are likely to cost, what benefits are expected to be achieved, and how the results will be measured. The Taxpayer Service and Treatment Improvement Program database could serve as a tool not only to monitor implementation but also to facilitate effective management and oversight. https://www.govinfo.gov/content/pkg/GAOREPORTS-GGD-99-88/html/GAOREPORTS-GGD-99-88.htm https://www.govinfo.gov/content/pkg/GAOREPORTS-GGD-99-88/pdf/GAOREPORTS-GGD-99-88.pdf GAO/GGD-99-88 https://www.govinfo.gov/app/details/GAOREPORTS-GGD-99-88 Letter Report GAO/GGD-99-88; IRS Customer Service: Management Strategy Shows Promise; Performance measures Program evaluation Data bases Customer service Reengineering (management) Taxpayers Federal agency reorganization Tax administration systems IRS Taxpayer Service and Treatment Improvement Program National Performance Review