Taxpayer Experience Office At-a-Glance

 

Mission

The Taxpayer Experience Office's (TXO) mission is to create a positive experience while helping taxpayers understand and meet their tax responsibilities. We do this by providing the services taxpayers deserve while fostering a culture where the focus is on the entire experience and identifying opportunities for continuous development.

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.

The TXO focuses on all aspects of the taxpayer transaction. This means we identify new taxpayer expectations and industry trends based on customer service best practices. The leadership staff works closely with all parts of the IRS to apply and encourage the taxpayer-first approach.

The Chief Taxpayer Experience Officer reports to the IRS Commissioner and handles the strategic planning, management, direction and execution of the full range of activities.

Management Team

  • Kenneth C. Corbin, Chief Taxpayer Experience Officer