Discussion Document
IRS Taxpayer Assistance Blueprint (TAB)
Project Overview
Washington DC November 16, 2005
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The team has outlined the project scope in the context of current IRS business planning and customer service activities
Scope 4 This project will focus on individual taxpayer and practitioner services and the associated delivery channels 4 Taxpayer services have been defined as – (1) Tax Law Assistance, – (2) Account Inquiry, – (3) Return Preparation, – (4) Outreach & Education, and – (5) Tax Forms & Publications (distribution only) 4This project will include: – Individual Taxpayer services – Current and potential delivery channels 4This project will not include: – Processing – Tax Forms & Publications (development) – Large Business, Corporations, Partnerships, Trusts, Tax Exempt Organizations, and Government Entities – Compliance business processes / functions – Defining the impact of services on compliance
OPERA is undertaking the research effort to quantify the linkage between customer services and the impact those services have on taxpayer compliance
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The success of the project will be determined by acceptance of the Blueprint’s methodology and development of recommendations that stakeholders define as valuable
Objectives 4 Develop a credible baseline by assessing current service offerings and delivery channels, and customer needs, behaviors, and preferences across various demographic segments 4 Develop long term metrics by which the effectiveness of taxpayer assistance can be gauged 4 Develop a repeatable and reliable process that can be institutionalized and integrated into the IRS’ existing strategic planning and budgeting processes to ensure the continuous evaluation of taxpayer assistance 4 Develop recommendations and plan for addressing gaps in customer needs and preferences, and evaluate innovative approaches to assistance that will be implemented over the next 2 – 5 years 4 Assess the impact of the recommendations on current and future planning, funding, and modernization processes
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We must establish realistic expectations for the March 1 Blueprint – Given the available time, the project is best defined by two distinct phases…
Phase 1
Sep Oct Nov Dec Jan Feb Mar Apr May Jun
Phase 2
Jul Aug Sep…
Scope Definition Research, Data Collection & Analysis Stakeholder Communications Blueprint Design and Development Today
Congress and TIGTA Reviews of TAB INSTITUTIONALIZE BLUEPRINT PROCESS 4 4 4 4 Conduct additional Research and Update TAB Integrate Recommendations into the Budgeting Process Integrate TAB Process into the Strategic Planning Process Develop Implementation Plan to Operationalize Recommendations
OUTPUT 4 Current State Baseline of Customer Needs and Preferences 4 Gap Analysis of Customer Needs and Preliminary Preferences Data and Preliminary Research Plan 4 Potential Improvement Opportunities 4 Targeted Leading Practices 4 Customer Definition and Current Demand 4 Significant Stakeholder Engagement
March 1, 2006
OUTPUT 4 Institutionalized Process 4 Ongoing Blueprint Research Plan 4 Implementation Plan for Recommendations 4 Comprehensive Needs and Preferences of the Customer by Demographic and Geographic Segments 4 Robust Taxpayer Services Recommendations 4 Baseline of Original Research
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…The two phases will address different aspects of the Congressional Directive
Phase Congressional Directive Additional Explanation
4 The plan will include potential improvement opportunities based on analysis of available secondary research and leading practice data 4 Additional original research and testing will be necessary to refine improvement opportunities 4 The TAB team will not address the specific impact of the suspended TAC closures on taxpayer assistance or compliance 4 OPERA is currently providing research on the impact of taxpayer services on compliance that will be incorporated/referenced in the blueprint 4 Recommendations on specific geographies, resource planning, etc. will be addressed in Phase 2 with additional research
Phase 1 Review the IRS’s current portfolio of (March 1, 2006) taxpayer services and develop a five-year plan
Phase 2 (~Oct. 2006)
Explain the potential impact of proposed service reductions
Phase 2 (~Oct. 2006)
Detail how the IRS plans to meet the service needs on a geographic basis
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The Blueprint will identify customer preferences for tax administration services and assess the IRS’s ability to meet those needs
…Project activities will define the customer and their needs as well assess the current delivery of those services
We Are Here Taxpayer Assistance Blueprint Report Introductions and Project Overview What Are Taxpayer Assistance Services? Who Are Taxpayer Assistance Services Customers? What Are the Customers Preferences and Needs? How Is the IRS Meeting Those Needs? October Project Definition Services Definition Customer Definition Customer Preference Research & Analysis Delivery of Current IRS Services Analysis Gap Assessment What Can the IRS do to Improve Taxpayer Services? Improvement Plan November December January February
Specific sections of the blueprint will be driven by project activities…
Appendix
Leading Practice Research
Review of Blueprint
The March 1 Blueprint will outline preliminary improvement opportunities to address gaps between customer needs and current service delivery performance
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The TAB Team is making progress and has achieved several very important accomplishments
Accomplishments
4 Received Commissioner approval of project charter on 10/21/05 4 Completed initial TAB Blueprint Structure 4 Identified preliminary data sets available to draw customer preferences and current performance data 4 Initiated a leading practices study and initiated contact with several organizations (e.g., Australian Tax Authority, Thai Tax Authority, SAT Mexico, FAA, EPA, Wachovia, American Express) 4 Created a stakeholder engagement plan 4 Finalized internal and external communication materials 4 Established and tested internal and external e-mail addresses to receive customer/partner feedback 4 Conducted a briefing with NTEU and received confirmation to proceed 4 Finalized an Employee Survey 4 Sent a Stakeholder Survey to NPL for distribution to IRSAC, IRPAC, and NPL Liaison Group 4 Met with TAP Representative 4 Established liaisons to work with and remain current on project activities of other strategic initiatives (e.g. Modernization Vision and Strategy Task Force and JOC)
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Communication to stakeholders will drive awareness and understanding and provide a mechanism for input and feedback
Audience Group Stakeholder Engagement Stakeholder
4 AM Workload Planning 4 State Governments, Fed State, Government Liaison 4 IRS Employees and Executives 4 Legislative Affairs 4 LITC 4 NTA 4 NTEU 4 Center for Budget and Policy 4 Congress – Key Staffers 4 ESC 4 GAO 4 IRS Oversight Board 4Brookings 4EITC Program 4Multi-Lingual Initiative 4Individual Taxpayers 4TAPS 4Public Media 4TAB Project Team 4Modernization Vision and Strategy Task Force 4TAC Model Project 4 RAS / OPERA 4 Stakeholder Liaison 4 Strategy & Finance 4 SMEs 4 Taxpayer Burden 4 Vision & Strategy Task Force 4 W&I Research 4IRSAC 4Main Treasury 4OMB 4Project Leadership 4TIGTA 4SPEC Partners 4NPL 4Tax Practitioners
Internal Parties
Oversight Bodies
Partners & Intermediaries Taxpayers Other
…Including integration with other key IRS strategic initiatives such as the Modernization Vision and Strategy Task Force
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The stakeholder engagement effort is currently underway with key communication events confirmed into December 2005 and planned into April 2006
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TAB Stakeholder Engagement Schedule Stakeholder
National Taxpayer Advocate AARP Regional Meeting Modernization Vision & Strategy Task Force SPEC Survey NTEU (Colleen Kelly) Communications Liaison Disclosure W&I Commissioner/ Deputy Commissioner TIGTA National Community Tax Coalition Representatives IRSAC Working Session & Public Meeting NPL Stakeholder Advisory Committee IRS Oversight Board IRS Commissioner/Deputy Commissioner LITC National Meeting and Plenary Session TAP Town Hall Area 2 (Philadelphia) Introduce TAB Debrief to Determine Synergies Solicit Feedback from All Existing TAP Members Overview, Focus Groups, Employee Survey Introduce TAB Review Methodology Receive Information on TAC Closure Effort Introduce TAB and Obtain Feedback/Input Introduce TAB and Obtain Feedback/Input Introduce TAB and Obtain Feedback/Input Introduce TAB and Obtain Feedback/Input Introduce TAB and Obtain Feedback/Input Introduce TAB and Obtain Feedback/Input Solicit Feedback from Exit Interviews
Date
9/20 10/18 10/18 11/7 11/8 11/8 11/14 11/15 11/15 11/16 11/16 11/16 11/17 12/7 12/7
Purpose
Engage NTA as a Stakeholder
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Next Steps
4 Provide updates to the group regarding TAB progress 4 Respond to the group’s questions and concerns
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