Page 25 - IRS Plan

Strategic shifts
From
Taxpayers often must call the IRS to get help
because self-service options are limited.
Taxpayers lack convenient ways to access
and use their tax data.
Filing and communications are paper-based
and inconvenient for taxpayers.
Taxpayers get limited help navigating the tax
system on their own.
Initiatives included in this objective
Improve the availability and
1.1 accessibility of customer service:
Taxpayers will be able to receive
on-demand customer service or
schedule service ahead of time
Expand digital services and
1.2 digitalization: Taxpayers will be
able to file all documents securely
and exchange correspondence
electronically
Ensure employees have the right
1.3 tools: Employees will have the right
tools and information to quickly and
effectively meet the needs of taxpayers
Improve self-service options:
1.4 Taxpayers will have access to secure
online accounts where they can view
their account and profile information,
make changes, interact with the IRS,
and manage preferences for payments,
refunds, and communications
18 IRS IRA Strategic Operating Plan
Part II: Objectives and Initiatives
To
Taxpayers and tax professionals will be able
to interact with us in the way they prefer, including
expanded digital, phone, in-person assistance
options.
Taxpayers will have easy, secure access to their
data, as well as the tools to help them use it,
to meet their tax obligations.
Electronic filing and communication options
will be simpler and will make it easier to interact
with the IRS.
We will help taxpayers both meet their tax
obligations and receive the incentives for
which they are eligible.
Explore direct file: The IRS will explore
1.5 providing taxpayers the option to file
certain tax returns directly with the
IRS online
Enable taxpayers to access their
1.6 data: Taxpayers will be able to access,
download, and seamlessly share their
tax data and IRS history
Provide earlier legal certainty:
1.7 Taxpayers will have greater upfront
clarity and certainty additional guidance
on tax issues
Deliver proactive alerts: Taxpayers
1.8 will be able to receive alerts to help them
meet filing and payment obligations,
understand opportunities to claim certain
incentives and learn about life changes
that could impact their taxes