Completion Date: TBD
2nd Quarter: Taxpayer Advocate Service (TAS) executives met monthly with IRS’ Return Integrity and Compliance Service (RICS) division executives regarding the Security Summit Initiative and discussed and collaborated on emerging issues elevated by Security Summit participants. Also, we participate on the Security Summit Communication and Taxpayer Awareness Work Group bi-monthly basis. Additionally, the National Taxpayer Advocate (NTA) recommendation, included in the Annual Report to Congress (ARC) Most Serious Problem (MSP) “Digital Communication Tools Are Too-Limited, Making Communication with the IRS Unnecessarily Difficult” discusses the urgency of accelerating the implementation and expansion of digital communications to help taxpayers and their representatives receive the help they need by enhancing digital channels for all taxpayers and representatives who choose to use them for interactions with the IRS, to drive traffic and self-service from telephones to efficient digital communications. Lastly, the IRS committed to planning an 85 percent level of service starting in fiscal year 2023 based on the changing budgetary expectations and the continued supportive advocacy of the NTA and TAS grassroot efforts.
1st Quarter: The Taxpayer Advocate Service (TAS) has collaborated with the IRS to assist them in making certain they continue to improve their telephone and in-person service through joint efforts, direct advocacy, and inclusion in the Annual Report to Congress’ (ARC) Most Serious Problem (MSP), “Taxpayers Face Significant Challenges Reaching IRS Representatives Due to Longstanding Deficiencies and Pandemic Complications” along with blogs from the National Taxpayer Advocate (NTA). Further, TAS executives meet at least monthly with IRS’ Wage and Investment (W&I) division to discuss and collaborate on emerging customer service. Also, our executives meet monthly with Appeals to advocate for them to expand their geographic footprint and to provide the taxpayer with the option of postponing conferences until meetings can be conducted safely.
TAS has collaborated with IRS to help develop and finalize the Taxpayer First Act (TFA) strategies. We provided oversight of TAS employees working on six IRS Human Capital Office (HCO), TFA Training Strategy Sub-Teams: Academy Standards, Learning Technology, Employee Development Lifecycle, Learning Organization governance Structure, Universal Training, and IRS University teams. The following teams were disbanded with little to no explanation by HCO before the end of Fiscal Year (FY) 2021: Academy Standards, Learning Technology, Employee Development Lifecycle, and Learning Organization Governance Structure. During the first quarter, the Universal Training team completed the development and delivery of mandatory Taxpayer Rights Training for all IRS employees. TAS employees provided subject matter expertise both for Taxpayer Bill of Rights (TBOR) and training product development. By the end of the first quarter more than 35 percent of all IRS employees have taken the Taxpayer Rights Training.