The mission of the Taxpayer Experience Office (TXO) is to create a positive experience while helping taxpayers understand and meet their tax responsibilities. The TXO does this by fostering a culture where the focus is on the entire taxpayer journey and finding opportunities to improve the experience for all. The TXO oversees and drives the IRS strategic direction for improving the taxpayer experience. 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.

The Chief Taxpayer Experience Officer (CTXO) reports directly to the Commissioner of the IRS and handles the strategic planning, management, direction and execution of the full range of activities related to the TXO. The TXO drives the strategic direction for improving the taxpayer experience across the IRS and ensures a consistent voice and experience across all taxpayer segments by developing agency-wide taxpayer experience guidelines and expectations. This includes six key areas of focus: Expanded Digital Services, Seamless Experience, Proactive Outreach and Education, Community of Partners, Focused Strategies for Reaching Underserved Communities and Enterprise Data Management and Advanced Analytics. The TXO is organized into six functions:

To carry out the mission, the CTXO:

The mission of the Chief of Staff Office is to provide administrative and executive support, maintain oversight controls, evaluate legislative implementation and perform special assignments to support the TXS for the TXO.

The mission of the Operation Liaison Office (OLO) is to lead operations coordination, including budget formulation, budget execution, enterprise risk management and TXO training to support the TXO by liaising with Information Technology, Human Capital, Chief Financial Officer, and Equity, Diversity, and Inclusion. OLO manages TXO staffing and funding while effectively leading and empowering TXO employees.

The mission of the Portfolio Management Office (PMO) is to lead the oversight for the TXS. The PMO manages delivery schedules, scope and resources across the IRS related to the TXS. The PMO provides recommendations to foster implementation of the taxpayer experience strategy.

The mission of the Community Engagement Office (CEO) is to foster proactive and reactive outreach within the IRS and externally. The CEO leverages existing and future relationships with internal and external stakeholders to engage them in developing ways to support the TXS. The CEO develops and provides communications relating to the TXS to stakeholders.

The mission of the Insight and Analytics Office (IAO) is to support data driven decision making by coordinating with current and future data functions and business operating divisions to identify and evaluate issues and trends, critical datasets, quantitative measures and metrics. The IAO evaluates the TXS effectiveness and identifies areas for improvement.

The mission of the Multi-Channel Experience Office (MCXO) is to incorporate current and future functions and business operating divisions’ expertise to support a focus on improving and modernizing taxpayer tools and business processes. The MCXO engages with stakeholders to ensure future modernization developments support a positive taxpayer experience.