【优质】BoozAllen-UnderstandingYourCustomersThroughSurveys.pptVIP

Understanding Your Customers Through Surveys Lessons Learned from the Internal Revenue Service IRS Measures History Although the IRS was a pilot agency for GPRA in 1993, the Service’s focus was on the development and utilization of the more traditional business metrics – heavily weighted toward enforcement metrics – quantity and some quality. The external environment encouraged and supported this approach. It was the National Commission on Restructuring the IRS and the Senate Finance Committee Hearings in 1997 that caused the agency to re-focus on a broader set of metrics including customer satisfaction. These events caused the agency to develop a balanced set of performance measures. TestimonyBefore the Subcommittee on Treasury, Postal Service and General Government, Committee on Appropriations, House of Representatives TAX ADMINISTRATION Tax Compliance Initiatives And Delinquent Taxes Statement of Jennie S. Stathis, Director Tax Policy and Administration Issues General Government Division An excerpt -- We identified five underlying causes that tend to perpetuate problems in accounts receivable… … Third, while Congress has given IRS strong tools such as levies and seizures, to collect delinquent taxes, it has also established a number of statutory safeguards to prevent their unwarranted use. An unintended result has been to hamper collections. For example, the 1988 Taxpayer Bill of Rights prohibits IRS from evaluating staff on the basis of dollars collected. Without the use of this measure, IRS’ staff have less incentive to collect taxes. Their evaluation does not distinguish between collection actions that essentially write off a tax debt and actions which result in collecting taxes owed – both are considered case closings. Such a practice may be one reason why IRS field collection staff have been declaring more tax debts “currently not collectible” each year than they collect. We understand the importance of balancing the need to protect the rights of