customer

CustomerZone360 NEWS

Free eNews Subscription

IRS Opens Office Dedicated to Improving Taxpayer Customer Experiences

By Stefania Viscusi March 11, 2022

As part of the President Biden's Executive Order to transform the federal customer experiences and rebuild government trust, the Internal Revenue Service (IRS) announced a new Taxpayer Experience Office. The new office will address challenges faced by the IRS workforce, and intends to improve taxes services for American citizens.

The IRS will ramp up staffing in the coming months, and will offer assistance with all aspects of taxpayer transactions. Additionally, new programs and tools will be implemented to make tax services easier and more efficient.

The office will offer assistance for service, compliance, and other tax-related programs, and will work with other units of the IRS and the Taxpayer Advocate Service.

According to officials, the Taxpayer Experience Office will continue to be established over the next 5 years. This will include commitments outlined in the President’s Executive order, as well as feedback from taxpayers, tax professionals and the tax community as part of the Congresses’ Taxpayer Experience Strategy. They will also work to develop agency-wide taxpayer experience guidelines and expectations.

Some of the soon-to-be launched initiatives include more customer callbacks, expanded payment options, secure two-way messaging options and multilingual services.

"The IRS is committed to customer experiences that meet taxpayers where they are, in the moments that matter most in people's lives and in a way that delivers the service that the public expects and deserves," said Chief Taxpayer Experience Officer Ken Corbin, who also serves as the commissioner of the Wage and Investment division, which oversees the current filing season and other activities.

In the increasingly digital world, it’s important for the IRS to stay up to date with the needs and expectations of today’s taxpayers.

"Whether checking the status of a tax return, meeting with a revenue agent for an audit, or receiving a tax credit to their bank account, improving service delivery and customer experience are fundamental priorities for us," Corbin said. "We're committed to designing and delivering services that better connect with our diverse taxpayer base."




Edited by Luke Bellos
Get stories like this delivered straight to your inbox. [Free eNews Subscription]
SHARE THIS ARTICLE
Related Articles

AI Won't Replace Human Agents, But Agents Need to Adapt to Working with AI

By: Tracey E. Schelmetic    9/28/2023

A recent analysis released by workforce management company Calabrio highlighted the essential role of hybrid and remote contact center agents, the exp…

Read More

Traditional Call Quality Assurance Programs are Ineffective at Improving CSAT

By: Tracey E. Schelmetic    9/27/2023

Research conducted by SQM Group found that only 19 percent of call center managers strongly agree that their call center's quality assurance program h…

Read More

More Enterprises Turn to CCaaS to Deliver Better Customer Interactions

By: Greg Tavarez    9/27/2023

Many enterprises are turning to automation and the cloud to address a growing number of customer interactions efficiently and with the agility to adap…

Read More

The benefits of Salesforce phone system integration

By: Contributing Writer    9/27/2023

Salesforce, the global leader in CRM solutions, provides various software options to assist companies in effectively managing their customer relations…

Read More

Now Available from Zoom: Workforce Engagement Management Suite for Contact Centers

By: Alex Passett    9/26/2023

Now available for Zoom Contact Center customers, Zoom's new Workforce Engagement Management suite (including its Workforce Management and Quality Mana…

Read More