Page 51 - IRS Plan
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Initiative 1.12 Streamline multichannel customer assistance
Taxpayers will be able to quickly, securely, and accessibly get the help they need, resolve
more issues in a single contact, and experience minimal delays during interactions with us
Where we are heading 2. Allow taxpayers to use their initial identity-
proofing event for both digital and non-
We will deliver taxpayers and tax professionals digital service options. Provide non-digital
two-way communication options that are secure service options for taxpayers to link initial
and easy to navigate. The IRS will manage identity-proofing events to non-digital service
interactions in ways that minimize customer interactions.
burdens and make it easy to get information 3. Provide taxpayers with different digital
and resolve issues. two-way communication service options.
Give taxpayers secure online options to talk
We will offer taxpayers more options for with IRS employees, view and send messages
communicating securely with us through multiple to the IRS, and upload documents.
channels after proving their identity. We will add
initial identity-proofing options, establish methods 4. Manage customer histories so that
for linking identity information to all service employees can view past and current
channels, and ensure taxpayers can communicate interaction data in real time. In a related
back and forth with the IRS across all service initiative, build tools that give employees
channels. We will enable information about each access to customer service histories and
customer’s history and current service interaction minimize duplication, as customers should
to follow the customer, allowing employees not have to repeat information.
to understand what has happened so far and to
seamlessly help the customer take the correct next Milestones
steps, while appropriately protecting taxpayer data.
FY 2023
1 Digital options built and implemented
What success would look like to allow taxpayers to communicate back
and forth with the IRS across different
Success for this initiative would include higher channels, including enhanced options
rates of first-contact resolution for a larger share to submit documents online
of issues. Taxpayers would resolve more issues
through self-service and automated channels
and require live customer service channels less 2 FY 2023
often. Customer satisfaction rates would increase Number of credentialing service providers
related to the ease of communicating with the IRS for identity-proofing expanded, more
and of escalating customer service issues through services made available to authenticated
taxpayers, and access expanded for
different channels.
certain types of taxpayers, such as ITIN
holders and international taxpayers
Key projects
FY 2023
1. Offer a secure initial identity-proofing 3
option for all taxpayers. Offer identity-proofing Technology tested to link identity
options that meet the unique needs of different information between certain service
taxpayers. channels
44 IRS IRA Strategic Operating Plan
Part II: Objectives and Initiatives
