Tax Administration: IRS Needs to Further Refine Its Tax Filing Season Performance Measures

摘要

As part of a much larger effort to modernize and become more responsive to taxpayers, IRS is revamping how it measures and reports its filing season performance. The new filing season performance measures are to balance customer satisfaction, employee satisfaction, and business results, such as the quality of answers to taxpayer inquiries and the timeliness of refund issuance. IRS intends to use the balanced measures to make managers and frontline staff more accountable for improving filing season performance.