Internal revenue service initiatives in performance excellence
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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.

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Internal revenue service initiatives in performance excellence

Internal Revenue ServiceInitiatives in Performance Excellence

U.S. Patent and Trademark Office

National Quality Month Celebration

October 27, 1999


Drivers of irs initiatives

Drivers of IRS Initiatives

  • Customer Service Task Force

  • New Commissioner

  • Congressional Hearings


Customer service task force

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

New Commissioner

  • Charles O. Rossotti

  • Management experience

    • Government (OSD)

    • Private Sector (AMS)

  • Commitment to customer service


Congressional hearings

Congressional Hearings

  • Senate Finance Committee

  • Committee on Restructuring the Internal Revenue Service


Strategies for implementation

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

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

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

Modernizing the IRS

  • Modernization Principles

  • IRS-NTEU Partnering Principles

  • PQA Core Values

  • Modernization Goals

  • Areas of Change


Modernization principles

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

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

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

Modernization:PQA Core Values (cont.)

  • Long-range View of the Future

  • Management by Fact

  • Partnership Development

  • Organization Responsibility and Citizenship

  • Results Focus


Modernization goals

Modernization: Goals

  • Service to each taxpayer

  • Service to all taxpayers

  • Productivity through a quality work environment


Modernization areas of change

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

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

Modernization:Balanced Measures

  • Customer Satisfaction

  • Employee Satisfaction

  • Business Results


Citizen advocacy panels

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

President’s Quality Award

  • Self-assessments

  • Action plans

  • In partnership with NTEU

  • Goal: Institutionalize in day-to-day management of the IRS


For details

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


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