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Tax Administration: IRS Faces Challenges in Measuring Customer Service

GGD-98-59 Published: Feb 23, 1998. Publicly Released: Feb 23, 1998.
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Highlights

Pursuant to a congressional request, GAO reviewed the Internal Revenue Service's (IRS) efforts to implement the Government Performance and Results Act (GPRA), focusing on: (1) IRS's system of performance measures; and (2) the challenges IRS faces in developing and implementing performance measures to gauge its efforts to reduce taxpayer burden through improved customer service.

Recommendations

Recommendations for Executive Action

Agency Affected Recommendation Status
Internal Revenue Service As IRS refines its customer service performance measures, it is essential that IRS make the measures useful for managing the different customer service programs, allocating resources, improving accountability, and supporting policy decisions. Accordingly, as IRS refines its customer service measures, the Commissioner of Internal Revenue should direct the appropriate officials to work to develop performance indicators that cover the full range of IRS' customer service programs.
Closed – Implemented
Completed in December 1997 when the Commissioner directed the New Measures Task Force (NMTF) to develop performance indicators that cover the full range of IRS customer service programs as part of a balanced scorecards of measures. NMTF is composed of representatives from IRS, the Treasury Department, and the Office of Management and Budget.

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Topics

AccountabilityAgency missionsCustomer serviceInternal controlsPerformance measuresProgram evaluationStrategic planningTax administration systemsTaxesTaxpayers