Provides an effective process for senior leadership to make decisions on strategic direction and priorities SB/SE should pursue to meet agency goals while effectively using limited resources.

Synthesizes demographic analyses and trends in filing, payment and reporting by SB/SE taxpayers to support executive decision-making related to compliance risks and opportunities.

Synthesizes analysis of program and operational effectiveness, and financial, workforce and business systems issues to support executive decisions on division-wide priorities and direction.

Develops division-wide business or annual plans to document and communicate priorities and commitments.

Provides guidance to the operating units for the development of organizational and enterprise-level long term goals, performance measures, and targets.

Provides support to the operating units in formulating program justifications and measures for their initiatives and reinvestments, and Treasury, Office of Management and Budget, and Congressional Justification Budget Submissions.

Ensures that priorities are fully integrated with the budget and financial plan.

Conducts analysis of customer feedback to evaluate impact of programs, processes, products, and services; and make recommendations for improvement.

Administers customer satisfaction survey activities.

Provides expert support and collaborates with Operating Units in improvement efforts focused on customer satisfaction.

Develops and implements procedures and methodologies for ongoing analysis, assessment, and monitoring of division performance against plan expectations.

Prepares Division-wide performance reports that include the Commissioner’s Monthly Report, the quarterly Business Performance Review, the Oversight Board Subcommittee Report, and mid- and end-of-year Treasury reports.

Manages the legal and regulatory requirements of RRA 98, Section 1204—Basis for Evaluation of Internal Revenue Service Employees.

Serves as a liaison to headquarters strategic planning, measures, reporting, and customer satisfaction organizations.

Analyzes the risks and impact of policy decisions on the mission and activities of SB/SE.

Provide consolidated information to IRS Headquarters and Chief, Financial Officer, for use in common responses to inquiries from Department of the Treasury, Office of Management and Budget, and Congress and other external stakeholders

Manage the resource distribution process including the development of a financial plan that supports the program priorities of SB/SE.

Manages the current fiscal year financial resources for SB/SE, including projecting resources usage and tracking actual usage against targets.

Develop and provide guidelines on financial policies, procedures, and controls for SB/SE in conjunction with overall Service-wide and/or Chief, Financial Office guidelines and procedures.

Provide reports to all SB/SE executives on the progress of utilizing resources for their respective part of the organization.

Coordinate initiative and reinvestment requests within SB/SE and among other Business Operating Divisions/Support and Functional divisions.

Develop SB/SE multi-year budget submissions to Treasury, Office of Management and Budget, and Congress.

Formulate and maintain resource summaries for the development of program work plans and performance measure targets.

Perform Financial Statement Audit coordination and liaison role with Government Accountability Office, Chief Financial Officer, and SB/SE operating units.

Monitor Government Accountability Office corrective actions recommended for SB/SE.

Oversee and validate financial management reporting activities in accordance with Service-wide guidance and procedures.

Formulate and integrate budget restructure and cost management functions for SB/SE to facilitate performance-based cost management.

Manage and coordinate financial coding and systemic requirements in support of SB/SE organizational changes.

Develops and implements program/project management strategies for SB/SE initiatives.

Communicates and markets prescribed project management discipline across OUs.

Provides project management support to appropriate projects within SB/SE.

Provides project management consultation and support to identified processes or newly established projects that could benefit from technology solutions and support SB/SE strategic business needs.

Provide guidance and training (where applicable) to internal OU project managers.

Facilitates the monthly Risk Management Group process including dashboard status reporting compilations for all projects under SB/SE Governance.

Supports the monthly SB/SE Governance Board Meetings.

Coordinates Request for Information Services (RIS’s). Supports tactical systems/process maintenance, improvement and replacement initiatives in relation to RIS’s.

Conducts gap analyses and develops workarounds.

Supports business efforts for workload redistribution.

Develops near-term plans for the application of information technology solutions.

Coordinates Federal Information Security Management Act (FISMA) certification for SB/SE.

Serves as the Functional Security Coordinator.

Identifies and coordinates Collection and Campus Compliance business requirements.

Identifies processes within Collection and Campus Compliance that could benefit from technology solutions

Plans for the introduction of new technology and processes by determining impact on people and support systems related to Collection and Campus Compliance

Develops long-term and short-term plans for information technology related to Collection and Campus Compliance to support SB/SE strategic business needs

Documents the current legacy systems environment, architecture, interfaces and dependencies

Reviews enterprise level planning and architecture documents

Supports the Division Commissioner and Deputy Division Commissioner in the MEG and the MIM.

Develops and Executes IT Spending Plans

Facilitates the development of business requirements and business cases and assesses information technology solutions for projects including non-major Development/Modernization/Enhancements (DME) projects

Coordinates for Requests for Information Services (RIS’s) for end user equipment and services.

Supports Business Measures Data Mart for Compliance

Coordinates Business Rules Enterprise Management (BREM) for SB/SE

Coordinates the CONOPS & Technology Plans

Coordinates the Strategic Plan for BSP.

Identifies and coordinates Examination and CLD business requirements.

Documents current legacy systems environment, architecture, interfaces and dependencies.

Identifies processes within Examination and CLD that could benefit from technology solutions.

Plans for the introduction of new technology and processes by determining impact on people and support systems related to Examination and CLD.

Develops long-term and short-term plans for information technology related to Examination and CLD to support SB/SE strategic business needs.

Coordinates Master Service Level Agreements (MSLA). Coordinates the Business Resumption Activities.

Supports the Business Measures Data Mart.

Coordinates the SB/SE Measures affecting the Business Systems Data Mart.

Coordinates the BSP Website, including desktop/laptop and server refresh.

Coordinates Tier III activities.

Serves as Technology Consultant.

Serves as the SB/SE voting member of the Software Asset Management Review Board (SAMRB).

Analyzes and clarifies business requirements identified by operating divisions.

Documents the current legacy system environment, interfaces and dependencies.

Oversees the content, testing and release of audit programs used by campus and field users (RGS, Correspondence Examination Automation Support (CEAS), Batch Processing, Examination Operational Audit Database (EOAD), and National Print Strategy (NPS).

Coordinates Requests for Information Services (RIS’s) in relation to RGS.

Supports business efforts for workload redistribution.

Develops near-term plans for the application of information technology solutions.

Works in conjunction with the Information Technology Mid America Development Center to manage the development of RGS products.

Markets the RGS products to the various operating divisions.

Works in conjunction with the SB/SE Compliance Policy Office to identify independent testers.

Provides RGS Help Desk support to RGS Coordinators.

Provides written test plans and conducts customer acceptance testing.

Participates in Reporting Compliance as an advisor.

Maintains the RGS Website.

Manages the business and technical life cycle activities to develop and deploy a new desktop system that support the examination process.

Facilitates the development of business requirements and business cases to support the project.

Develops and monitors the cross-BOD technology strategy for the transformation of the current examination desktop systems to the new environment.

Supports the Chair and participates as an advisor to the Reporting Compliance Executive Steering Committee (ESC).

Identifies integration opportunities between the SB/SE Reporting Compliance initiatives.

Develops an enterprise level tax computation solution.

Architects and develops the new Examination Desktop Support System product.

Coordinates the implementation of the project across the MITS organization

Provides project status updates to the Reporting Compliance Executive Steering Committee.

Plans for the introduction of new technology and processes by determining impact on people and support systems.

Supports the development of Reporting Compliance Technology Plans.

Coordinates the mass hiring of Revenue Agents, Revenue Officers, and Tax Compliance Officers with MITS, HCO, Workplace Management, BSP, and SB/SE Finance.

Develops and implements staffing, recruitment, and hiring policy for SB/SE.

Serves as a liaison with Executive Services to provide human resources executive support.

Supports SB/SE EEO in complying with the provisions of MD-715 as it relates to staffing and recruitment.

Supports succession planning initiatives and strategies developed by the business.

Develops and implements compensation policy by providing customer support as it relates to paybanding and other compensation initiatives.

Oversees the awards programs for bargaining unit, manager/management official, senior manager, and department manager awards.

Develops and implements organizational change policies and procedures.

Analyzes and monitors the SB/SE series 301/343 analyst Authorized Staffing Plan.

Develops and implements an effective Employee Suggestion Program.

Develops procedures and monitors executive controls using the Itrak system.

Oversees and coordinates all IMD activities including IRMs, Policy Statements and Delegation Orders

Conducts and coordinates the Fair Act Inventory.

Develops and oversees an effective SB/SE Headquarters Intern Program.

Coordinates with SB/SE leadership and other key constituents to ensure learning supports organizational performance.

Establishes a learning development model that starts with internal customers’ business issues and delivers on performance expectations.

Partners with other SB/SE Human Capital components to ensure learning requirements are part of recruiting, retention, succession planning, and workplace initiatives.

Proposes, allocates, and monitors the training budget to create a centralized training plan development and execution for the SB/SE operating units.

Collaborates with the Human Capital Office and other Operating Divisions and Business Units to design and develop integrated training solutions for cross-functional programs.

Implements training reengineering efforts to ensure that courses and curriculum provide learning that is targeted to individual expertise and workload and is delivered when and where needed.

Develops mitigation strategies for the placement of impacted employees. Strives to limit adverse actions due to organizational changes.

Develops position management and organizational guidelines to facilitate the development and implementation of organizational changes.

Analyzes and monitors the SB/SE Span of Control and analyst Authorized Staffing Plan.

Implements organization including labor relations issues, realignment of employees, establishment of organizations code and overseeing required changes to the applicable Human Resources Systems.

Provides position management advisory services in the development of organizational changes.

Develops, implements and monitors an effective Exit Survey Program.

Advocates and negotiates employee needs for space, non-ADP property, and facilities-related operations as the SB/SE liaison to Real Estate and Facilities Management (REFM), Agency Wide Shared Services Division.

Develops and implements strategic space plans, pertinent policies and processes in coordination with REFM to meet SB/SE Headquarters, Campus and Field space requirements.

Leads the SB/SE incident management preparedness program, working with Mission Assurance and SB/SE Operating Units, to enable effective preparation for and response to, emergencies and disasters in order to account for employees and resume business operations.

Coordinates the space, non-ADP property, and IT infrastructure requirements of hiring initiatives with SB/SE Operating Units, Hiring/ Recruitment, and Strategy and Finance, and Operations Support organizations.

Addresses employee work environment requirements utilizing the Customer Funded Project Process to include solicitation, analysis, prioritization, and selection of projects by partnering with Operations Support organizations and SB/SE Strategy and Finance.

Coordinates with Operations Support organizations to address worker compensation claim issues and health/safety matters by identifying trends, recognizing potential risks, and monitoring case activity.

Promotes the safety of our employees as well as their place of work by serving as the SB/SE liaison to Mission Assurance on security related matters.

Directs the OGE-450 program for SB/SE to protect employees and the government from actual and potential conflicts between public responsibilities and private interests/activities.

Leads the SB/SE records management program by coordinating with REFM to develop and implement policies and processes for maintaining records in accordance with regulations.

Coordinates the processing of SM grievances, complaints and conduct actions.

Advises and counsels management regarding contract interpretation issues, as well as, management collective bargaining responsibilities under the Federal Labor Management Relations Statute.

Reviews grievances, disciplinary actions, and arbitration and court decisions in order to educate management on trends and key findings impacting management practices.

Advises and counsels all levels of management regarding performance management programs for bargaining and non-bargaining unit employees.

Advises and counsels all levels of management regarding awards programs for bargaining unit and non-bargaining unit employees.

Coordinates and implements all Employee Engagement survey activities within SB/SE.

Provides input and feedback to SL HQ and Communications about designing and developing products and services to be delivered at the field level based upon strategic priorities and initiatives identified by PSP and SL HQ.

Leads strategies for the field that include improving filing, paying and reporting compliance; increasing electronic interactions; reducing burden through non-enforcement and non-traditional techniques; and promoting ethical practices by tax professionals.

Formulates strategies and objectives to inform and educate practitioners, at the field level, by providing information about the policies, practices and procedures the IRS uses to ensure compliance with the tax laws.

Formulates strategies and objectives to inform and educate key industry stakeholders, at the field level, by providing information about the policies, practices and procedures to ensure compliance with the tax laws.

Partners with other components of CLD, compliance and other IRS functions or operating divisions, to strategically identify and implement activities that leverage resources for field delivery of corporate messages in a consistent manner.

Manages and maintains relationships with stakeholders, at the field level, in order to deliver taxpayer information and identify, monitor, and to provide feedback to practitioners and key stakeholder organizations through use of the Issue Management Resolution System (IMRS).

Coordinates and conducts seminars and outreach sessions to meet customer needs and to market electronic interactions.

Develops and implements the outreach strategy for non-bank financial institutions.

Partners with the appropriate individuals in Policy and Strategic Planning to develop an outreach workplan focused on non-bank financial institutions.

Partners with Stakeholder Liaison Field to deliver key messages within appropriate liaison activities designed to foster compliance with the Bank Secrecy Act and USA PATRIOT Act.

Collaborates with Communications, SB/SE Fraud/BSA, Compliance functions, Large and Midsize Business (LMSB), Tax Exempt/Government Entities (TE/GE), Criminal Investigation (CI), and Office of Financial Crimes Enforcement Network (FinCEN) to leverage resources, identify issues and trends, and to present a consistent message to external stakeholders.

Coordinates with Communications to develop outreach and educational materials focused on the needs of special interests, such as non-bank financial transactions.

Develops, maintains and enhances long-term business relationships with the tax professional community.

Influences practitioner behavior through education and awareness by providing guidance for information sharing at seminars, forums, institutions and other payroll and practitioner venues.

Facilitates effective discussions of issues to increase understanding of tax administration.

Utilizes leveraged web approaches and supplemental channels, such as Headliners to reach a broader audience.

Solicits issues impacting voluntary compliance and taxpayer burden and works with appropriate functions to facilitate resolution.

Collaborates with the Office of Professional Responsibility, the National Public Liaison and the National Taxpayer Advocate to coordinate program activities, ensure consistent messages, and resolve issues.

Partners with compliance functions, Office of Taxpayer Burden Reduction, and Electronic Tax Administration to jointly identify and agree on practitioner engagement activities.

Contributes to payroll and practitioner newsletters, magazines and websites by creating articles on a wide variety of IRS topics.

Partners with Communications to develop effective products to be used for liaison activities, both nationally and local.

Provides tool kits that outline activities leading to the development and maintenance of relationships with non-practitioner stakeholders.

Maintains relationship with Financial Management Services to ensure consistent marketing messages on EFTPS.

Manages the Service-wide Disaster Assistance Program, including collaboration with all SB/SE functions and other Operating Divisions (ODs) to provide guidance and policies relative to disaster assistance.

Ensures appropriate disaster assistance related messages are disseminated to the appropriate audiences.

Develops, maintains and enhances long-term business relationships with the business/industry community, including the e-commerce community.

Influences stakeholder behavior through education and awareness by providing guidance for information sharing at seminars, forums, institutions and other stakeholder venues.

Identifies priority segments of the stakeholder community who can provide broad distribution channels to reach all small businesses.

Delivers key messages to stakeholder groups based primarily on compliance-driven priorities.

Provides guidance on delivery of messages for specialized seminars and other education and outreach focused on electronic interactions with IRS.

Provides tool kits that outline activities leading to the development and maintenance of relationships with non-practitioner stakeholders.

Partners with compliance functions, Office of Taxpayer Burden Reduction, and Electronic Tax Administration to jointly identify and agree on stakeholder engagement activities.

Collaborates with the National Taxpayer Advocate to coordinate program activities, ensure consistent messages, and resolve issues.

Solicits issues impacting voluntary compliance and taxpayer burden and works with appropriate functions to facilitate resolution.

Manages relationships with ODs and Functional Divisions (FDs) to identify strategic priorities that may impact national policy in consideration of external stakeholders’ needs.

Supports the strategic priorities of the ODs/FDs by identifying and assisting in the development and implementation of FedState and FedFed initiatives.

In conjunction with Legislative Affairs, manages relationships with local congressional offices in every state under the Congressional Affairs Program (CAP).

Develops servicewide policies, standards and guidelines for the protection of taxpayer confidentiality and access to agency records under:

Supports the OD/FD strategic priorities by ensuring Servicewide compliance with statutory disclosure requirements through delivering awareness training, preparing OD/FD specific guidance, conducting Quality/Privacy Reviews, reviewing documents, and providing technical guidance.

Processes requests for disclosure of agency records, such as FOIA/PA, testimony requests and court orders from the public and internal and external stakeholders.

In coordination with Mission Assurance & Security Services (MA&SS) ensures compliance with IRC 6103(p)(4) for all agencies accessing federal tax data.

Reports to Congress and Treasury on FOIA/PA end of year inventory and IRC section 6103 accounting, respectively.

Works with SB/SE operating units to develop and implement integrated communications plans to address ongoing and emerging issues.

Identifies key messages as well as appropriate communications products and delivery channels which leverage stakeholder groups to deliver SB/SE and IRS messages.

Establishes and maintains effective relationships with key internal and external stakeholders.

Develops and implements communications plans to enhance employee and stakeholder understanding of the SB/SE redesign/reengineering processes.

Supports Servicewide realignment issues, as applicable.

Works with the business owners on issues to enhance program understanding and taxpayer compliance.

Supports marketing efforts to the practitioner and small business communities through the implementation of integrated strategic communications plans.

Ensures that appropriate communication linkages exist across SB/SE operating units and other IRS functions.

Chief, Internal Communications

Chief, External Communications

Chief, Web Services

Establishes overall CLD policy and strategic objectives in coordination with SB/SE compliance priorities.

Performs operational and program reviews on behalf of the Director, CLD, to ensure adherence to policy and procedural guidelines.

Develops and implements guidelines for all CLD field and headquarters programs ensuring processes are supported with required technologies.

Provides centralized oversight and program coordination for work plan and schedules; ensures that organizational performance is directly linked to appropriate resource utilization.

Directs the activities of the Project Manager charged with oversight of IMRS.

Oversees CLD budget, travel, training and award activities.

Coordinates SB/SE responses to GAO and TIGTA reports; tracks legislative initiatives and develops appropriate implementation plans.

Provides oversight for CLD field activities.

Provides program coordination and oversight for all excise tax activities across all Operating Divisions.

Ensures that Excise Tax programs and policies are consistent.

Develops and monitors the Excise Tax work plan.

Formulates and revises policy and redesign processes affecting the Excise examinations, compliance initiatives and registration process.

Develops policies and guidelines that apply to all Excise programs.

Coordinates servicewide relationships with external stakeholders and industry experts to meet taxpayer needs and improve knowledge of industry standards and practices for all Excise Tax issues.

Manages the Excise Issue Specialist (EIS) Program and ensures that emerging issues are identified and resolved by the appropriate EIS Team; Coordinates the EIS Program with the LMSB Issue Specialist Program and develops coordinated issues that impact the Excise Tax Program.

Actively improves Excise Tax processes with a keen focus on customer service. The following offices report to the Chief, Excise: