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Pursuant to a congressional request, GAO provided information on the Internal Revenue Service's (IRS) efforts to improve customer service.
Recommendations for Executive Action
|Internal Revenue Service||1. The Commissioner of Internal Revenue should develop an approach and provide guidance to managers for determining the appropriate cost and benefit information for the customer service initiatives and for measuring the results of the initiatives in relation to IRS' customer service objectives.|
|Internal Revenue Service||2. The Commissioner of Internal Revenue should enhance the TSI database to include management information for the use of IRS' project teams, leadership, and other stakeholders.|