The IRS Oversight Board encouraged the Internal Revenue Service to strive for not just "good," but "great" performance, in its 2007 annual report.

The report spells out the need for "breakthrough" performance in four areas: taxpayer service, enforcement, human capital and information technology. To improve taxpayer service, the report recommended that the IRS conduct research and implement education and outreach services tailored to the needs of specific taxpayer groups.

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