The Internal Revenue Service has a new five-year strategic plan for improving taxpayer service and tax administration.
The Fiscal Year 2018-2022 IRS Strategic Plan will provide a roadmap to guide IRS programs and operations, while trying to meet the ever-changing needs of taxpayers and tax professionals.
“Providing service to taxpayers is a vital part of the IRS mission, and the new Strategic Plan lays out a vision of ways to help improve our tax system,” said IRS Acting Commissioner David Kautter in a statement. “The plan is part of an ongoing effort by the IRS to work with the tax community and find ways to improve our work for taxpayers and for the nation.”
The IRS developed the strategic plan based on feedback from outside partners in addition to IRS employees. It emphasizes six goals to improve customer service:
• Empower and enable all taxpayers to meet their tax obligations: For taxpayers to understand and meet their filing, reporting and payment obligations, the IRS plans to continue to add and improve its tools and other support services.
• Protect the integrity of the tax system by encouraging compliance through administering and enforcing the tax code: As part of the IRS’s efforts to close the tax gap, the agency intends to try new approaches to understand, detect and resolve potential tax noncompliance.
• Collaborate with outside partners proactively to improve tax administration: The IRS will work with partners to enhance service and outreach to taxpayers, improve collaboration and share best practices.
• Cultivate a well-equipped, diverse, flexible and engaged workforce: The IRS hopes to build a work culture that prizes innovation, embraces different perspectives and celebrates diversity.
• Advance data access, usability and analytics to aid decision-making and improve operational outcomes: The IRS intends to continue to use data to drive decisions and make the most effective use of resources.
• Drive increased agility, efficiency, effectiveness and security in IRS operations: Modern IT systems and technology are necessary for beefing up customer service and enforcement capabilities. Strong data systems are crucial for protecting taxpayer data from various threats.
As the agency works on these improvements, the IRS plans to enforce the tax code fairly and safeguard taxpayer rights. It noted that under the Taxpayer Bill of Rights, every taxpayer has a set of fundamental rights they should be know about when communicating with the IRS.
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