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♫ ♪ Music plays in the background ♪ ♫ Over the last year, the IRS collected thousands of pieces of input, on how we can improve our services by putting taxpayers first.

IRS employees, tax professionals, stakeholders and taxpayers have helped us formulate the recommendations in the Taxpayer Experience Strategy.

The Organizational Redesign Plan recommends a structure that is essential for the agency to deliver the Taxpayer Experience Strategy.

You can learn more about the Taxpayer Experience Strategy at irsvideos.gov ♫ ♪ ♪ ♫ The Training Strategy recommendations focus on equipping IRS employees to deliver a first-rate taxpayer experience and to put taxpayers first in all they do.

The Organizational Redesign Plan also recommends a structure that is essential for the agency to deliver the Training Strategy.

You can learn more about the Training Strategy at irsvideos.gov ♫ ♪ ♪ ♫ The IRS is dedicated to pursuing efficiency and effectiveness in tax administration.

Input, feedback and research showed us ways we can make a better taxpayer experience and improve how we train our employees.

These strategies have driven us to look inward at the existing IRS organizational structure.

In order to meet our goals, the agency needs to improve its existing structure so we can: Deliver the Taxpayer Experience Strategy Operate more efficiently internally Reduce organizational redundancies and Improve the overall employee and internal customer experience.

♫ ♪ ♪ ♫ There are a series of factors that are driving the IRS to consider a new organizational structure, including: The Taxpayer First Act legislative mandate Industry Trends and Best Practices Congressional Expectations Delivering an improved taxpayer experience Internal & External Stakeholder Feedback and Improving employee training ♫ ♪ ♪ ♫ Stakeholder insights have contributed to recommendations for organizational improvement.

Eleven key insights summarize the areas that are factors of an enterprise-wide redesign.

These insights reflect feedback collected from IRS leadership, site visits with employees and managers, listening sessions, emails and letters sent from external stakeholders and taxpayers, and research on best practices across the globe.

The eleven insights are: Enhancing the taxpayer experience Streamlining compliance functions Removing operational silos Streamlining executive decision making Encouraging innovation Expanding data analytics Improve training Hiring and onboarding as well as addressing other needs, such as how operations are funded The organizational culture Governance and Accountability practices These insights fall into two categories: The first seven reference directly to agency design.

And the last four insights might not have direct implications on the structural components of the organizational design, but would still be an important part of any organizational redesign activities.

For example, a structure will only be as effective as the way processes are governed and the type of agency culture.

♫ ♪ ♪ ♫ Finally, the recommendations in the Organizational Redesign Plan provide value in several different areas.

The plan outlines a clear delineation of responsibility, quick escalation of issues, and direct communication.

It reinforces coordinated implementation strategies and improves coordination across business units.

It provides a much clearer line-of-sight into long-term strategy and current operational challenges.

This helps the agency identify areas for innovative approaches or technology.

The plan recommends ways to improve coordination across divisions to disseminate messages to internal and external audiences and providing “one voice” for the agency.

It also ensures a consistent voice and experience across all taxpayer interactions no matter where they take place in the agency.

Finally, the plan recommends improvements in operational efficiencies, collaboration and internal security to further support the Taxpayer’s Bill of Rights.

♫ ♪ ♪ ♫ Your contributions have helped the IRS make all kinds of improvements over the years and we thank you for your involvement and for your specific input on putting taxpayers first.

In December 2020, legislators will receive the Taxpayer First Act Report to Congress.

The Report contains the Taxpayer Experience Strategy, Training Strategy and Organizational Redesign Plan proposals.

We look forward to sharing it with you.

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