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 GAO found that: (1) IRS critically needs to modernize its outdated computer-based tax processing system; (2) IRS progress has been slow due to leadership changes and lack of effective management direction; (3) although IRS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 13, 2016

Sep 6, 2016

Jul 29, 2016

Jul 7, 2016

Jun 27, 2016

Jun 23, 2016

Apr 19, 2016

Apr 13, 2016

Apr 7, 2016

Mar 28, 2016

Looking for more? Browse all our products here