Managing IRS:

Actions Needed to Assure Quality Service in the Future

T-GGD-89-6: Published: Feb 22, 1989. Publicly Released: Feb 22, 1989.

Additional Materials:

Contact:

Office of Public Affairs
(202) 512-4800
youngc1@gao.gov

GAO discussed the critical management challenges that the Internal Revenue Service (IRS) faces in ensuring high quality tax service. GAO found that: (1) IRS critically needs to modernize its outdated computer-based tax processing system; (2) IRS progress has been slow due to leadership changes and lack of effective management direction; (3) although IRS designated one of its deputy commissioners as an information resources manager, he had other significant responsibilities that precluded his giving the modernization his full-time attention; (4) weak internal controls over accounting processes and inaccurate processing systems have undermined IRS ability to satisfy its financial responsibilities; (5) the IRS financial structure has incompatible systems and labor-intensive operations; (6) although IRS has begun a major quality improvement effort, the transition from a production focus to a quality-oriented focus presents a long-term management challenge at the daily operating level; and (7) IRS initiated a strategic management process to help set agencywide goals, establish mission priorities, and measure its progress in meeting its objectives. GAO believes that IRS needs to: (1) create a separate deputy commissioner with extensive technical expertise to direct its system modernization; (2) strengthen manager training; (3) establish a chief financial officer to direct its financial management activities; (4) collect better information on work-force quality to formulate effective solutions; and (5) provide adequate oversight over its field operations.

Sep 6, 2017

May 18, 2017

May 17, 2017

Apr 27, 2017

Apr 26, 2017

Mar 8, 2017

Jan 31, 2017

Jan 27, 2017

Jan 9, 2017

Sep 13, 2016

Looking for more? Browse all our products here