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1
Internal Revenue ServiceInitiatives in
Performance Excellence

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

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Drivers of IRS Initiatives

• Customer Service Task Force
• New Commissioner
• Congressional Hearings

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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))

4
New Commissioner

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

5
Congressional Hearings

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

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Strategies for Implementation

• Taxpayer Treatment and Service Improvements
• New Mission Statement
• Modernizing the IRS
• Citizen Advocacy Panels (CAP)
• Presidents Quality Award

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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

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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.

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Modernizing the IRS

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

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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

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ModernizationIRS-NTEU Partnering Principles

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

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ModernizationPQA Core Values

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

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ModernizationPQA Core Values (cont.)

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

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Modernization Goals

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

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ModernizationAreas of Change

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

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ModernizationFour 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

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ModernizationBalanced Measures

• Customer Satisfaction
• Employee Satisfaction
• Business Results

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Citizen Advocacy Panels

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

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Presidents Quality Award

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

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For details .

• The main IRS Internet web site at
  http//www.irs.gov/
• The Commissioners Section at http//www.irs.gov/w
  elcome/index.html
• The National Director of Quality at
  202-622-6450 or 202-622-5710