Taxpayer Experience Office Established

The IRS has established the first Taxpayer Experience Office (Office). The IRS will soon begin taking additional steps to expand its effort to improve taxpayer service. The Office will focus on all aspects of taxpayer transactions with the IRS and will work in conjunction with all IRS business units. It will coordinate closely with the Taxpayer Advocate Service.

“As the IRS continues taking immediate steps this filing season including adding more employees to address the significant challenges facing a resource-constrained IRS, it’s critical that we work going forward to equip the IRS to be a 21st century resource for Americans,” said IRS Commissioner Chuck Rettig. “The formal establishment of this office will help unify and expand efforts across the IRS to improve service to taxpayers,” he added.

The Office is a part of the effort envisioned in the Taxpayer First Act Report to Congress last year. This included input and feedback from the tax community that helped develop the Taxpayer Experience strategy. The Office has identified key activities the Service would be focusing on over the next five years to drive the IRS’ strategic direction. This includes the commitments outlined in the President’s Executive Order on Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government.