The IRS success rate of collecting voluntary Transformation of the irs payments is the highest in the world and the new proposed changes would increase the percentage even more.
Outsourcing consideration came into question when the pilot programs were reviewed and brought up concerns that were associated with private collection of delinquent taxes. These differences made customer services a nightmare.
With this information the cost analysis is overwhelming in favor of IRS collecting delinquent taxes if not just for the money but for the protection of the taxpayer. Sourcing Magazine January, A Multiple Perspectives Approach, 2nd ed. This is going to require taking the finest employees in each area and assigning them to coach the other employees on their team how to quickly answer questions in the approved manner.
The primary stakeholders all had a stake in the outcome and even though the process was painful the outcome has become a success story. Due to these problems, legislation has been passed to address the troubles and protect the taxpayer.
The focus was to change the image of the IRS by redirecting a majority of the efforts into customer service not just collecting taxes. The Government is a stakeholder because they depend on the IRS as their main source of income.
The main reason for the increase projected was based on the fact that people are more willing to pay when they have a top quality service and get their questions answered Palmer, I. The ones that still refuse will eventually be let go to make room for those that accept the needed changes.
While these changes have been good, there are still problems with the system that includes complicated tax forms and selective enforcement in collecting back taxes.
The use of outsourcing has been considered a failure due the cost of the programs versus actual funds collected. Each of these taxpayers has unique needs that need to be fulfilled. After that date, it became mandated that they would provide a service to its customers first, and collect the taxes second.
Commissioner Rossotti identified five levels of change that would produce change to the IRS structure, organization, culture, and operations such as: The IRS will also need to streamline the top levels managers to put single directors over regions that have all of the expertise to answer the different questions from the American public.
The last main challenge for management will be to create specialized customer service center that is based on the type of questions for different types of consumers whether it is an individual, small business, and corporations.
On October 22,President Bush signed into law the American Jobs Creation Act that included a provision that allowed the IRS to outsource the collection of delinquent taxes to private collectors or law firms. Having a centralized database system with all the tax codes and customers information provided would help CSR provide a better customer service experience every time a customer calls.
Retrieved January 17,from Sourcingmag.
In according to Cleveland. The criticism came from almost every corner of the spectrum and the issues where many. Retrieved January 18, from http: Retreived January 18, from http: The managerial area will of course have numerous existing managers that will rebel against the changes.
The American public is a stakeholder because they pay income taxes to fund the government through the IRS.Defining the mission and undergirding it with specific goals was as important to the IRS’s transformation as it would be to any company moving in a new strategic direction, for it helped create the road map the agency would need to follow.
Feb 26, · The main landing page for information or documents relating to the Freedom of Information Act (FOIA) and its application in the IRS. Describes the service transformation occurring at the U.S.
Internal Revenue Service. Plagued by a history of poor service, enormous complexity, and an insular employee base, the ,person organization grapples with a turnaround process that attempts to change virtually every aspect of the organization, including IT systems, This case.
Used as the capstone case for a course on Managing Service Operations ().Describes the service transformation occurring at the U.S. Internal Revenue Service. Taxing Reforms: Assessing the Plans to Transform the IRS. Assessing the Plans to Transform the IRS Donald F.
Kettl Friday, a transformation of IRS’s. Running head: TRANSFORMATION AT THE IRS Module 8: Transformation at the IRS AMP September 25, Introduction The purpose of this paper is to discuss the transformation at the IRS by examining the need for change, the outcome of change and the process of change.Download