# Presentation: 393256

## Internal Revenue ServiceInitiatives in Performance Excellence

- U.S. Patent and Trademark Office
- National Quality Month Celebration
- October 27, 1999

## Drivers of IRS Initiatives

- Customer Service Task Force
- New Commissioner
- Congressional Hearings

## Customer Service Task Force

- Partnership involving IRS, Treasury, and the National Partnership for Reinventing Government
- Identified over 200 opportunities for service improvements
*Reinventing Service at the IRS* (Publication 2197 (3/98))

## New Commissioner

- Charles O. Rossotti
- Management experience
- Government (OSD)
- Private Sector (AMS)
- Commitment to customer service

## Congressional Hearings

- Senate Finance Committee
- Committee on Restructuring the Internal Revenue Service

## Strategies for Implementation

- Taxpayer Treatment and Service Improvements
- New Mission Statement
- Modernizing the IRS
- Citizen Advocacy Panels (CAP)
- President’s Quality Award

## Taxpayer Treatment and Service Improvements

- Coordinate, plan, and manage recommendations
- Ensure suggestions are evaluated
- Ensure decisions are timely and coordinated
- Ensure major commitments to stakeholders are coordinated and implemented
- Initially led by now Deputy Commissioner for Operations Bob Wenzel

## New Mission Statement

***   ******“******Provide America's taxpayers top quality service by helping them understand and meet their tax responsibilities and by applying the tax law with integrity and fairness to all.” ***

## Modernizing the IRS

- Modernization Principles
- IRS-NTEU Partnering Principles
- PQA Core Values
- Modernization Goals
- Areas of Change

## Modernization: Principles

- Understand and solve problems from the taxpayer's point of view
- Expect managers to be accountable
- Use balanced measures of performance
- Foster open, honest communications
- Insist on total integrity

## Modernization:IRS-NTEU Partnering Principles

- Leadership by example
- Mission-relevant focus
- Participative decision making
- End-to-end empowerment
- Trust-building behavior

## Modernization:PQA Core Values

- Customer-driven Quality
- Leadership
- Continuous Improvement and Learning
- Employee Participation and Development
- Fast Response
- Design Quality and Prevention

## Modernization:PQA Core Values (cont.)

- Long-range View of the Future
- Management by Fact
- Partnership Development
- Organization Responsibility and Citizenship
- Results Focus

## Modernization: Goals

- Service to each taxpayer
- Service to all taxpayers
- Productivity through a quality work environment

## Modernization:Areas of Change

- Revamped business practices
- Four Operating Units
- Balanced measures of performance
- Management roles with clear responsibility
- New technology

## Modernization:Four Operating Units

- Individual taxpayers with wage and investment income
- Small business and self-employed taxpayers
- Large business taxpayers
- Employee Plans/Exempt Organizations and state and local governments

## Modernization:Balanced Measures

- Customer Satisfaction
- Employee Satisfaction
- Business Results

## Citizen Advocacy Panels

- Provide citizen input
- Elevate identified problems to the appropriate level
- Refer individual taxpayers to the appropriate IRS office for assistance

## President’s Quality Award

- Self-assessments
- Action plans
- In partnership with NTEU
- Goal:  Institutionalize in day-to-day management of the IRS

## For details ....

- The main IRS Internet web site at http://www.irs.gov/
- The Commissioner’s Section at http://www.irs.gov/welcome/index.html
- The National Director of Quality at   202-622-6450 or 202-622-5710