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IRS Outlines Taxpayer Experience, Employee Training Strategies in Congressional Report

1 min read
Internal Revenue Service
Internal Revenue Service

The IRS has submitted a report to Congress outlining strategies to improve the taxpayer experience, employee training and organizational structure to comply with the provisions of the Taxpayer First Act of 2019.

The agency’s Taxpayer Experience Strategy includes six components, including expanded digital services, proactive outreach and education and enterprise data management and advanced analytics, according to the report.

With about 75,000 employees at more than 500 offices, the IRS plans to execute a strategy to improve employee development and training efforts. The strategy consists of five components: IRS University; Taxpayer-First training; continuous learning for all employees; improving technology; and measuring success.

The agency’s organizational redesign strategy focuses on key areas: improve integration of strategic planning; improve operational efficiencies; increase collaboration; and enhance innovation.

Under the redesign strategy, the IRS proposed a new organizational structure that establishes the position of chief taxpayer experience officer and new divisions: compliance, enterprise change and innovation; and relationships and services divisions.

The IRS said it would require $4.1 billion in funds over five years to implement the law’s mandated provisions, develop and carry out the three strategies and advance its modernization plan. The agency estimates it will need $1.9 billion in funds to modernize its systems, cybersecurity and operations.