Mission The mission of the Taxpayer Experience Office (TXO) is to create a positive experience while helping taxpayers understand and meet their tax responsibilities. We do this by fostering a culture where the focus is on the entire taxpayer journey and finding opportunities to improve the experience for all. To carry out the mission, the TXO promotes and coordinates the implementation of an enterprise-wide strategy to improve the taxpayer experience across all taxpayer interactions. Overview The TXO oversees and drives the IRS strategic direction to improve the taxpayer experience. We identify opportunities to make improvements for taxpayers and the tax professional community based on taxpayer expectations and industry trends. Objectives The TXO works with all IRS business units and coordinates closely with the Taxpayer Advocate Service. Our focus is on monitoring the taxpayer experience and providing other organizational units with information and methods to apply experience best practices. The TXO also identifies areas in current taxpayer-facing processes that need continuous improvement, in real-time, to eliminate systemic breakdowns before they harm taxpayers. Choice and Access For the IRS Taxpayer Experience Strategy, implementation comes down to Choice and Access. Choice – How do customers like to get answers to their questions? Taxpayers can choose to find answers on our website or interact with us online or by phone. They can also make an appointment to see us in person. Access – A good customer experience begins with providing taxpayers access to the information needed to comply with their tax responsibilities. We're increasing access to services, forms and tools that are available in multiple languages. Strategic Priorities The TXO leads a strategic effort to improve customer service at the IRS. We focus on six key strategies identified in the President's executive order on Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government, and the Taxpayer First Act Report to CongressPDF. The six key strategies are: Expanded Digital Services: Enhance and expand online accounts to enable self-service for all taxpayers and authorized tax professionals. Seamless Experience: Integrate service channels to seamlessly guide taxpayers to the resources they need, resolve issues more quickly and improve compliance. Proactive Outreach and Education: Share information in the right time, place, and language to ensure taxpayers understand and meet their tax responsibilities. Community of Partners: Build an integrated network of partnerships across the tax community to share best practices and approaches now and in the future. Reaching Underserved Communities: Use specific strategies to meet the needs of underserved communities and improve communication, transparency, and trust. Enterprise Data Management and Advanced Analytics: Develop a secure data management strategy to include an IRS wide understanding of administrative data and ability to integrate, analyze and apply these data and advanced analytics to improve the taxpayer experience. Management Team Ken Corbin, Chief Taxpayer Experience Officer Courtney Kay-Decker, Deputy Chief Taxpayer Experience Officer Resources and Tools Written Testimony of Charles P. Rettig, Commissioner, Internal Revenue Service, Before the House Appropriations Committee, Subcommittee on Oversight on IRS Operations and COVID-19 RecoveryIRS creates new Chief Taxpayer Experience Officer position; Ken Corbin to lead new focus to improve service to taxpayersTaxpayer First Act – IRS TrainingTaxpayer First Act – IRS Organizational Redesign StrategyExecutive Order on Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government - The White HouseThe IRS's Continued Efforts to Improve Service to Diverse CommunitiesOur Commitment to Serving a Diverse NationPresident's Management Agenda (PMA) Priority 2, Delivering Excellent, Equitable, and Secure Federal Services and Customer Experience.Publication 5136, IRS Services GuidePDF
