Page 31 - IRS Plan
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Initiative 1.3 Ensure employees have the right tools
Employees will have the right tools and information to quickly and effectively meet the needs
of taxpayers
Where we are heading receive during customer service interactions.
Employee morale and job satisfaction would
Our workforce of dedicated public servants increase as they get more of the tools they need
needs the right tools and information to deliver to do their jobs. The workforce would become
the customer experience that taxpayers and tax nimbler, easier to train, and able to deliver
professionals deserve. Taxpayers need real-time service to taxpayers more quickly and effectively.
answers and secure access to account data that is
easy to understand and interpret, while employees Key projects
need the authority to make appropriate decisions
and help taxpayers understand and resolve issues. 1. Build a holistic view of taxpayer accounts
that employees can access. Create a secure
We will create a simpler and more seamless centralized information system that provides
experience for taxpayers by giving employees customer relationship management via
the tools to access and update taxpayer a history of all interactions across channels
information and accounts. We will study employee (e.g., chat bot, live assistor, online self-service
needs holistically and create a centralized experiences) and holistic views of taxpayer
information system with appropriate tools to enable data, information, and history.
and empower them. We will train employees 2. Build analytical, communication-based,
to use new systems and supporting tools.
and other tools for employees. Build tools
so employees understand information more
We will consider the needs of all employees,
not just those in formal customer service positions. quickly, determine appropriate resolutions,
For example, in addition to studying the needs and either resolve issues for taxpayers or
of customer service representatives, we will immediately route them to the appropriate
assess whether compliance employees have places for resolution.
the appropriate information, analytical skills, 3. Empower employees with the right
communications tools, and authorities to resolve information to answer questions and resolve
certain account issues when engaging with issues during the first interaction. Provide
taxpayers on compliance issues. employees with job aids and guidance to
resolve a wide range of issues and answer
When an employee cannot resolve an issue, questions during the first contact.
we will provide the taxpayer with quick access
to IRS employees who can. We will put policies 4. Give employees appropriate authorities
and systems in place to appropriately grant access to resolve issues immediately or route the
and control employees’ abilities to make account taxpayer appropriately for fast resolution.
changes. Taxpayer privacy and security will Assess and expand the scope of resolutions
remain paramount in all we do. employees can provide to taxpayers to
empower employees to resolve issues
effectively and efficiently at the lowest
appropriate level.
What success would look like
Success for this initiative would include a rise in
taxpayers’ satisfaction with the information they
24 IRS IRA Strategic Operating Plan
Part II: Objectives and Initiatives
