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IRS_TAB_Project Overview_Oversight Bodies_111005_v5
Washington DC
November 16, 2005
Discussion Document
IRS Taxpayer Assistance Blueprint (TAB)
Project Overview
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IRS_TAB_Project Overview_Oversight Bodies_111005_v5
The team has outlined the project scope in the context of current IRS business
planning and customer service activities
Scope
4 This project will focus on individual
taxpayer and practitioner services and the
associated delivery channels
4 Taxpayer services have been defined as
– (1) Tax Law Assistance,
– (2) Account Inquiry,
– (3) Return Preparation,
– (4) Outreach & Education, and
– (5) Tax Forms & Publications
(distribution only)
4This project will include:
– Individual Taxpayer services
– Current and potential delivery channels
4This project will not include:
– Processing
– Tax Forms & Publications (development)
– Large Business, Corporations,
Partnerships, Trusts, Tax Exempt
Organizations, and Government Entities
– Compliance business processes /
functions
– Defining the impact of services on
compliance
OPERA is undertaking the research effort to quantify the linkage between customer
services and the impact those services have on taxpayer compliance
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IRS_TAB_Project Overview_Oversight Bodies_111005_v5
The success of the project will be determined by acceptance of the Blueprint’s
methodology and development of recommendations that stakeholders define as
valuable
Objectives
4Develop a credible baseline by assessing current service offerings and delivery channels,
and customer needs, behaviors, and preferences across various demographic segments
4Develop long term metrics by which the effectiveness of taxpayer assistance can be gauged
4Develop a repeatable and reliable process that can be institutionalized and integrated
into the IRS’ existing strategic planning and budgeting processes to ensure the continuous
evaluation of taxpayer assistance
4Develop recommendations and plan for addressing gaps in customer needs and
preferences, and evaluate innovative approaches to assistance