1. 1 Internal Revenue Service Initiatives in Performance Excellence U.S. Patent and Trademark Office National Quality Month Celebration October 27, 1999

2. 2 Drivers of IRS Initiatives Customer Service Task Force New Commissioner Congressional Hearings

3. 3 Customer Service Task Force Partnership involving IRS, Treasury, and the National Partnership for Reinventing Government Identified over 200 opportunities for service improvements Reinventing Service at the IRS (Publication 2197 (3/98))

4. 4 New Commissioner Charles O. Rossotti Management experience –Government (OSD) –Private Sector (AMS) Commitment to customer service

5. 5 Congressional Hearings Senate Finance Committee Committee on Restructuring the Internal Revenue Service

6. 6 Strategies for Implementation Taxpayer Treatment and Service Improvements New Mission Statement Modernizing the IRS Citizen Advocacy Panels (CAP) President’s Quality Award

7. 7 Taxpayer Treatment and Service Improvements Coordinate, plan, and manage recommendations Ensure suggestions are evaluated Ensure decisions are timely and coordinated Ensure major commitments to stakeholders are coordinated and implemented Initially led by now Deputy Commissioner for Operations Bob Wenzel

8. 8 New Mission Statement “Provide America's taxpayers top quality service by helping them understand and meet their tax responsibilities and by applying the tax law with integrity and fairness to all.”

9. 9 Modernizing the IRS Modernization Principles IRS-NTEU Partnering Principles PQA Core Values Modernization Goals Areas of Change

10. 10 Modernization: Principles Understand and solve problems from the taxpayer's point of view Expect managers to be accountable Use balanced measures of performance Foster open, honest communications Insist on total integrity

11. 11 Modernization: IRS-NTEU Partnering Principles Leadership by example Mission-relevant focus Participative decision making End-to-end empowerment Trust-building behavior

12. 12 Modernization: PQA Core Values Customer-driven Quality Leadership Continuous Improvement and Learning Employee Participation and Development Fast Response Design Quality and Prevention

13. 13 Modernization: PQA Core Values (cont.) Long-range View of the Future Management by Fact Partnership Development Organization Responsibility and Citizenship Results Focus

14. 14 Modernization: Goals Service to each taxpayer Service to all taxpayers Productivity through a quality work environment

15. 15 Modernization: Areas of Change Revamped business practices Four Operating Units Balanced measures of performance Management roles with clear responsibility New technology

16. 16 Modernization: Four Operating Units Individual taxpayers with wage and investment income Small business and self-employed taxpayers Large business taxpayers Employee Plans/Exempt Organizations and state and local governments

17. 17 Modernization: Balanced Measures Customer Satisfaction Employee Satisfaction Business Results

18. 18 Citizen Advocacy Panels  Provide citizen input  Elevate identified problems to the appropriate level  Refer individual taxpayers to the appropriate IRS office for assistance

19. 19 President’s Quality Award Self-assessments Action plans In partnership with NTEU Goal: Institutionalize in day-to-day management of the IRS

20. 20 For details …. The main IRS Internet web site at http://www.irs.gov/ The Commissioner’s Section at http://www.irs.gov/welcome/index.html The National Director of Quality at 202-622-6450 or 202-622-5710