The Internal Revenue Service (IRS) established critical job responsibilities for group managers and frontline employees that align with each of the agency's three strategic goals. In the group managers' performance management system, all of the supporting behaviors clearly align with the critical job responsibilities. However, for frontline employees, the supporting behaviors do not always align with IRS's description of the critical job responsibilities. Misalignments occur when (1) supporting behaviors reflect concerns not expressed in the description, (2) supporting behaviors that relate to a responsibility are located under other responsibilities, or (3) no supporting behavior exists to support the description. Raters provided feedback on the three critical job responsibilities related to IRS's organizational goals in 90 percent or more of evaluations and provided feedback on leadership and equal employment opportunity in 70 percent of the evaluations. IRS senior executives have no firm plans to monitor how well the group managers' and frontline employees' systems are being implemented or to assess whether changes need to be made, even though IRS's management processes call for obtaining data on how well programs are achieving their goals.
Recommendations for Executive Action
|Internal Revenue Service||1. To better hold managers accountable for meeting strategic goals and ensure the new performance management systems are working as intended, the Commissioner of Internal Revenue should improve the linkage between frontline employees' critical job responsibilities, the supporting behaviors, and organizational unit performance measures.|
|Internal Revenue Service||2. To better hold managers accountable for meeting strategic goals and ensure the new performance management systems are working as intended, the Commissioner of Internal Revenue should develop plans for monitoring and assessing whether the new employee performance management systems are operating as intended and take the necessary actions to resolve any identified problems.|