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Part 22. Taxpayer Education and Assistance

Chapter 43. Employee Plans Customer Education and Outreach

Section 1. Procedures

22.43.1  Procedures

22.43.1.1  (03-01-2005)
Introduction

  1. These procedures provide instruction and information for utilizing the customer education programs and outreach services of the Employee Plans (EP) Customer Education and Outreach organization.

  2. Historical Perspective:Under the previous IRS structure, educational and outreach activities were handled throughout the Employee Plans organization on a decentralized, on demand basis. The IRS modernization restructuring design recommended that EP outreach and educational activities be coordinated and supported through a centralized, dedicated office with technical services and speeches, panels and workshop delivery by employees of EP Rulings & Agreements and Examinations. EP Customer Education & Outreach supports and leverages the programs of these EP offices through customer education programs and outreach products. This design has been implemented with the establishment of the Employee Plans Customer Education and Outreach (CE&O) office.

  3. Mission of Employee Plans CE&O: The mission of EP Customer Education & Outreach is to help Employee Plans external customers understand their tax responsibilities by developing a tailored customer education program focused on customer sub-segments, monitoring non-compliance trends and designing proactive outreach products for use by customers. Employee Plan's compliance activities relating to CE&O include both direct and indirect contacts with external customers. The Customer Education Program involves direct contact with customers through IRS delivery at EP benefits conferences, speeches, workshops and exhibiting. Outreach involves indirectcontact with customers through newsletters, publications (includes printed products, educational videos and interactive CDs), websites and customer partnerships.

  4. Organizational Structure of Employee Plans CE&O: CE&O staff positions in various PODs throughout the country are dedicated to planning, coordinating and developing retirement plan educational services and outreach products

  5. EP CE&O Staffingincludes:

    1. Management Team consisting of a Director, Staff Assistant, and Program Assistant

    2. Outreach Analysts specializing in Customer Partnerships/Benefits Conferences, Web Development, Product Development, Forms and Publications and newsletters.

    3. Area Analysts dedicated to geographic–based education and outreach coordination and development in EP Rulings and Agreements, EP Examinations, and EP Examinations Program & Review. There are analysts serving each of the geographic areas of the EP workforce.

  6. Role of the Employee Plans CE&O Area Analyst The duties of the EP CE&O Area Analyst include:

    • Coordinating all activities related to EP CE&O within their geographic area including the issuance of reporting instructions for events to be held within their area.

    • Responding to all requests for speakers, conference information, panels and workshops.

    • Assisting in the development of speaker skills.

    • Assisting in the execution of seminars, workshops and other programs and in the monitoring of feedback for each.

    • Assisting in maintaining a library of EP CE&O material (such as speech outlines and PowerPoint presentations).

    • Coordinating web page suggestions for both the IRS internet and the intranet.

    • Coordinate the submission of all proposed articles and suggestions for articles for the EP newsletters.

    • Assisting in the coordination of the review, creation, publication and distribution of EP forms and publications

    • Participating, upon request, in applicable local staff meetings, employee meetings, etc. to determine if any CE&O related activities are affected or could be established.

  7. Working Relationship of Employee Plans CE&O, Examinations and Rulings and Agreements:The CE&O staff plans, organizes and facilitates the efforts of all Employee Plans personnel to increase compliance with federal retirement plan law by providing timely, user– appropriate information to retirement plan sponsors, participants and tax professionals. Areas of noncompliance are identified by Rulings and Agreements and Examinations and, with the support of EP CE&O, EP develops products and services to help customers address these issues. Employee Plans personnel in Rulings & Agreements, Examinations and Headquarters, facilitated by CE&O, write educational materials and deliver speeches, conference presentations and workshops. The EP Area Manager's duties in assisting the EP CE&O Area Analyst are:

    • Informing the EP CE&O Area Analyst of all CE&O related activities being held in their area.

    • Forwarding all requests for speakers, conference information, panels and workshops to the EP CE&O Area Analyst.

    • Providing replies to the EP CE&O Area Analyst on requests for employee participation in a CE&O activity or event.

    • Following the posting procedures for new and updated information on the IRS internet and intranet sites.

    • Submitting proposed newsletter articles and suggestions for the EP newsletters through the EP CE&O Area Analyst.

    • Inviting the EP CE&O Area Analyst to applicable local staff meetings, employee meetings, etc. when appropriate.

  8. Employee Plans CE&O Activities:Activities of the CE&O organization focus on improving compliance by meeting customer needs for retirement plan information in the most resource efficient manner.

    • Manage and develop content related to retirement plan information for dissemination through internet and intranet sites.

    • Coordinate with Forms and Publications on the updating of products.

    • Coordinate with W&I on the design and distribution of forms and publications.

    • Develop publications for use in outreach venues.

    • Manage relationships and coordinate actions with other federal agencies where mutual interests exist with respect to retirement plan related topics.

    • Develop and manage relationships with external customers and stakeholders to more effectively disseminate retirement plan information. EP CE&O actively solicits feedback about existing products and services from external customers and stakeholders.

    • Analyze feedback from internal and external customers of outreach and educational products and services. Lessons learned are incorporated into planning and coordination of CE&O activities.

    • Develop an annual strategic plan for the development of educational services and outreach products. Overall, Employee Plans issues and priorities along with customer/stakeholder input and feedback drive this process.

    • Coordinate delivery of speeches, seminars, workshops and other presentations to external customer groups. The process involves coordinating the five-steps of planning, input, content and material development, execution and quality control.

22.43.1.2  (03-01-2005)
Employee Plans Educational Services

  1. Types of Educational Services:Employee Plans CE&O coordinates a variety of educational services to retirement plan sponsor, participant and professional audiences including:

    1. Speeches to external stakeholder/customer groups

    2. Coordination of IRS efforts in regional professional benefit conferences jointly sponsored with stakeholder groups

    3. Workshops

    4. Webcasts and other electronic delivery channels

  2. Requesting Employee Plans Educational Services:Requests for EP eductional services should include the name and description of the requesting organization, the location, date and time of the event, the number of expected participants/audience, the topic to be discussed and the format of the service (speech, panel, workshop). The request should be submitted using the online form available on the IRS Intranet. Click on Services and EnforcementunderEmployee Tools & Services , then Tax Exempt/Government Entitites, then Employee Plans, then Requesting Educational Services. Employee Plans CE&O weighs several factors in deciding whether a request for educational services can be honored with the limited resources available. When an Employee Plans presenter cannot be provided, other options for meeting the requester’s needs for information will be explored with them. Factors that are considered in evaluating a request for educational services (in no particular order) include:

    • Presentation topic or issue. Is the topic one that Employee Plans presenters have the expertise to address adequately? Is the topic one that addresses an issue previously identified as of special interest or concern for Employee Plans?

    • Is the date of the presentation more than 59 calendar days from the date of the request?

    • Who is the expected audience and what size audience is anticipated?

    • Is the requester representing a non-profit entity (such as a non-profit organization)?

    • Is a speaker readily available to travel to the speech location? Are there travel funds available?

  3. Critical Measure and Work Load Indicators:Employees performing outreach activities and services in conjunction with Employee Plans Customer Education & Outreach should report the number of customers reached for exhibiting events and speeches to the CE&O analyst. For estimation guidelines contact the CE&O Area Analyst.

  4. TE/GE Exhibit Display Units: TE/GE has a variety of display units used to promote Employee Plans issues at events such as benefits conferences and expositions. The description of available units as well as contacts for reserving the units can be found in the TE/GE Exhibit Display Unit public folder on Outlook. Look under Operating Divisions , then Tax Exempt and Government Entitities and then CE&Ofollowed by CE&OShared Equipment. The public folder also contains a subfolder entitled EP Exhibiting Materialsthat provides a list of EP handouts, EP products and EP promotional items available for EP exhibiting. In addition the public folder contains the subfolder entitled TE/GE Exhibiting Calendarwhich lists all TE/GE exhibiting events.

  5. Media Contacts at Educational Events: It is in the best interest of the Service to cooperate with the press, radio, television, magazine and other mass media in order to disseminate important information to the public, and otherwise facilitate administration of the tax laws. However, speakers and exhibitors should always be aware of the potential of media presence. If contacted by the media, the speaker or exhibitor should contact their local field media relations specialist immediately. http://www.swd.wr.irs.gov/netcom/site_map/site_map_index.htm is the link to a map of appropriate Field Media Relations Specialists.

  6. Reporting Instructions for Presenters:The EP CE&O employee responsible for the area in which the event takes place will issue reporting instructions to service deliverers. These reporting instructions must be attached to a deliverer's travel voucher. Information provided with the reporting instructions includes:

    • Event name

    • Event location

    • Event beginning and ending date(s) and times(s)

    • Estimated audience size

    • Event contact information including name and telephone

    • Topics to be covered

    • Additional comments

    • TRAS codes to be used

    • Technical time codes for ETS

    • Information about other EP employees involved

  7. Feedback on Completed Educational Services: Gathering information on the presentations made to external stakeholders/customers allows Employee Plans CE&O to monitor and plan educational and outreach activities. Feedback on each EP educational service can be provided to EP CE&O by presenters using the Feedback on Completed Educational Services form found online on the IRS intranet. Each EP employee involved in a locally approved customer education service (e.g. a speech, benefits conference, seminar, workshop or panel discussion) must complete the EP Customer Education Tracking form on the IRS intranet. Both these forms can be found by clicking on Services and Enforcement under Employee Tools & Services, then Tax Exempt/Government Entitites, then Employee Plans, then Request for Educational Services. EP CE&O Area Analysts will discuss needed feedback information with presenters prior to the event. More information on education services can by found on the IRS intranet.

22.43.1.3  (03-01-2005)
Employee Plans Events Calendar

  1. Description and purpose of the EP Events Calendar:The EP CE&O Events Calendar contains information on direct efforts (i.e. customer educational events) for external customers in which EP employees participate. Such events are speeches, workshops, panel discussions, benefit conferences and exhibiting. The EP CE&O events calendar gives all IRS employees access to information on past and future EP customer educational events across the nation including the name, date, location, points of contact and IRS participants. The user can sort the information in various ways. EP CE&O employees input the information into the calendar and use it to coordinate and monitor EP's direct efforts.

  2. Procedures for accessing and updating the EP Events Calendar: The EP Events Calendar is located on the IRS intranet under the Employee Plans page. To view an event select "non–members" ; no password is required. For additions or changes to the Events Calendar employees should contact the EP CE&O analyst in their area.

22.43.1.4  (03-01-2005)
Employee Plans Speakers Resource Library

  1. Description and purpose of the Speaker Resource Library: The EP Speakers Resource Library is a central repository for use by EP speakers in their delivery of customer education externally at speeches, benefit conferences and other educational events. The library includes:

    1. Speaker Presentation Techniques and Tools are a series of modules that assist EP presenters in delivery at direct educational events.

    2. EP CE&O Talking Pointsis a monthly overview of current outreach actitvities that should be emphasized in dealings with external customers.The Speakers Resource Library includes current and archived Talking Points.

    3. EP SpeakersTopical Index includes key messages, talking points, references to existing publications, forms and web sites and PowerPoint presentations and other resources useful in preparing for public speaking events. This index is broken down by topic areas addressed by EP speakers such as cash or deferred arrangements or tax–sheltered annuities.

    4. Miscellaneous Resourcesincludes PowerPoint presentations, outlines and text files on other EP topics.

  2. Accessing material in the Speakers Resource Library: Speakers Resources Library material can be viewed on the IRS Intranet by clicking on Services and Enforcement under Employee Tools & Services, then Tax Exempt/Government Entitites, then Employee Plans, then Speakers Resource Library.

  3. Procedures for posting material in the library: Includes updating of materials already posted. Suggestions or comments on additions and enhancements to this library may be submitted to the applicable EP CE&O analyst

22.43.1.5  (03-01-2005)
Requesting Use of Multimedia Projectors

  1. EP CE&O analysts in field offices and in Headquarters have access to multimedia projectors which can be used for presentations to external customer groups.

  2. Procedures for requesting and use of Multimedia Projectors: The description of TE/GE multimedia projectors as well as contacts for reserving the units can be found in the TE/GE Multimedia Projectors public folder on Outlook. Look under Operating Divisions, then Tax Exempt and Government Entities and then CE&O/OPR Shared EquipmentThe public folder also contains a listing of available projectors. For information about multimedia projectors contact the EP CE&O analyst in the area of the presentation.

22.43.1.6  (03-01-2005)
Employee Plans Outreach Products and Services

  1. Employee Plans CE&O develops and disseminates products containing information on retirement plan issues for distribution to external customer groups including retirement plan participants, sponsors and tax professionals. These products can be ordered on the IRS internet site, irs.gov, by clicking on Retirement Plans then Forms and Publications. Ideas for future products or suggestions for improving existing EP CE&O developed products should be directed to the employee's EP CE&O analyst. Promotional items can be ordered for distribution at outreach events by contacting the EP CE&O Area Analyst.

  2. Printed products:Retirement plan related printed products, sometimes developed in conjunction with other agencies such as the U.S. Department of Labor, are designed and updated for distribution through IRS publication ordering channels.

  3. Electronic Products:EP CE&O coordinates the development of retirement plan material for distribution through the IRS web site, CD-ROMs and other electronic media.

22.43.1.7  (03-01-2005)
Liasion/Practitioner/Council Groups

  1. Overview of EP CE&O role: EP Liaison/Practitioner/Council Groups are groups that are organized and directed by external EP stakeholders. These groups have asked EP employees to participate in regular meetings to discuss issues of mutual concern.

22.43.1.8  (03-01-2005)
Internet Content

  1. Employee Plans CE&O coordinates the preparation and management of retirement plan content for the IRS web site, www.irs.gov. Content is also written and reviewed by IRS employees in EP Rulings and Agreements, Examinations and Customer Account Services. Management of material for the IRS web site relating to retirement plans is the responsibility of EP CE&O.

  2. Procedure for submitting material for posting to the IRS web site:Suggestions for new materials or corrections and improvements to existing material should be submitted to the EP CE&O Aarea Analyst.


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