In the past, taxpayers received a stern letter when the IRS had a question about a return. People often became worried they had broken the law. But if taxpayers check the new box, which was suggested by a South Florida focus group, the IRS can simply call the preparer. That may resolve the question without the taxpayer being bothered. In a sign of the agency's cheery new approach, Form 1040 even has an exclamation point now.
Tax professionals praise the changes and say the agency is getting better.
Stand up and cheer' Much of the credit for the IRS' improvements goes to Rossotti, who took over the agency in 1997. A balding, unassuming man who made a fortune with a computer consulting company, he has tried to run the IRS like a business. He changed the mission statement to emphasize customer service. Rossotti has been candid about his agency's mistakes. It is still not on a level of what taxpayers receive in the private sector.