Academic journal article The Government Accountants Journal

Intenal Revenue Service to Modernize

Academic journal article The Government Accountants Journal

Intenal Revenue Service to Modernize

Article excerpt

Charles 0. Rossotti, commissioner of the Internal Revenue Service, has developed a concept of a modernized American tax agency that will deliver significantly improved service to American taxpayers.

The modern IRS will focus on the taxpayer's understanding of the tax process and on solving problems from the taxpayer's point of view. The new mission for the agency is meant to help people comply with the law and to ensure fairness of compliance.

The modernized IRS will be guided by five principles:

Understand and solve problems from the taxpayer's point of view

Expect managers to be accountable Use balanced performance measures

Foster open, honest communications

Insist on total integrity

The goals of the modernized IRS will reflect the new focus on taxpayers as customers. The goals will be:

Service to each taxpayer.

The IRS will continue to make filing easier and to provide quality service to every taxpayer needing help. Taxpayers who may owe additional taxes or who cannot pay what they owe will receive prompt, professional, helpful treatment.

Service to all taxpayers.

The IRS will serve the American taxpaying public by increasing overall compliance and by increasing the fairness of compliance programs.

Productivity through a quality work environment.

The IRS will increase employee job satisfaction and hold agency employment stable while the economy grows and service improves.

Achieving this modernized IRS will require significant changes in five separate areas:

Revamped business practices.

Business practices will be geared toward understanding, solving and preventing taxpayer problems. Much greater emphasis will be placed on customer service and education. Compliance efforts will be forward-looking to prevent most common taxpayer problems and will be geared toward early intervention to keep taxpayers compliant. Compliance tools will used more sparingly and will be reserved only for those who refuse to comply.

Four Operating Units.

Much of the current national office and regional office structures will be realigned to form management teams, each with end-to-end responsibility for serving a group of taxpayers with similar needs. The four groups are:

Individual taxpayers with wage and investment income

Small business and selfemployed taxpayers

Large business taxpayers Employee plans/exempt organizations and state and local governments

Each organiza tional unit will have a tailored set of services to meet the needs of the taxpayers served by that unit. …

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