1.0 COMMISSIONER’S WELCOME

I am pleased to provide you with this report on the progress we have made to implement

the Taxpayer First Act and our Taxpayer Experience, Training and Organizational Redesign

Strategies. As the Commissioner of the Internal Revenue Service (IRS), I would like to thank the

Congress for providing us with a great opportunity to reimagine the way the IRS does business.

Signed into law on July 1, 2019, the TFA gives us the opportunity to shape our future and rethink

the way we operate. In particular, the way we interact with taxpayers, the way that we train our

employees, and the way we structure our organization are important foundations for our future

success. This report lays out a vision to fundamentally change the way we operate, building

upon our strengths, with additional focus on areas to improve the important service we provide

to our great country.

More than 20 years ago, the IRS Restructuring and Reform Act of 1998 led to significant

changes, including increased taxpayer rights and our organizational design based on taxpayer

segment focused operating divisions. While those changes served tax administration well,

the world has evolved. The IRS must consider the increased role of technology in our lives,

globalization, and our diverse and expanding taxpayer base. If enabled by adequate funding,

TFA gives us a chance to transform the IRS into a true 21st century Agency.

In this report, we explain our vision for the Taxpayer Experience, Training, and Organizational

Redesign Strategies required by the TFA and our implementation progress to date. By integrating

our three Strategies, we will train and empower IRS employees to deliver exceptional taxpayer

service within an efficient organizational structure. Throughout the report, you will find a

consistent theme of improved technology, seamless service, and access for all taxpayers. I hope

you will share my excitement about our path to transform the IRS into a trusted, user-friendly,

Internal Revenue Service | Taxpayer First Act 11 1

1.0 | COMMISSIONER’S WELCOME

digital enterprise accessible to all taxpayers, regardless of location, occupation, educational

level, or language proficiency.

While some of our plans are aspirational, I want to emphasize that we are committed to tangible,

lasting reform. Taxpayers will see improvements over the next 1-2 years as we more deliberately

integrate and design services, and incrementally expand our capabilities. Our goal is for the IRS

to evolve into an organization that anticipates their needs and proactively communicates easy

to-understand information in the languages they prefer. Similarly, tax professionals should have

access to the information they need and be empowered to collaborate with the IRS to further

innovate and improve the taxpayer experience. We will continue to build upon our current use

of data analytics to drive efficient decision making and implement changes. We are committed

to ensuring that our programs and services are accessible to all our customers, fairly, and

equitably, with emphasis on reaching traditionally underserved communities. We can accomplish

all of this and more in partnership with the Congress, taxpayers, tax practitioners and other

stakeholders.

IRS employees are key stakeholders in this effort. During my tenure at the IRS, I have been

constantly amazed at the talent and diligence of our employees, their desire to serve taxpayers

and the pride they have as civil servants. Although we have faced a number of challenges in a

short time, from the 35-day government shut-down in 2019 to the ongoing COVID-19 pandemic,

our employees continue to collect the funds to support our nation and deliver payments to assist

Americans. Through this spirit and the desire to do the right thing for taxpayers we serve, the

IRS has developed what I believe are the strongest strategies to drive our agency into the future.

Our TFA team worked diligently and collectively with the IRS leadership team over the past year

to research, listen, learn and synthesize information from many sources. These sources include

IRS employees, taxpayers, tax professionals, oversight partners and other external stakeholders.

The amount of feedback collected is nothing short of phenomenal, and I am proud of the report

Internal Revenue Service | Taxpayer First Act 12 12

1.0 | COMMISSIONER’S WELCOME

we produced. That being said, the work is not yet done. It will take major effort, strategy and

funding to execute the plans we have made. The listening does not stop with the information we

have collected. We will implement continuous feedback loops to hear from taxpayers and our

stakeholders.

As you will read, the full report includes both near term operational plans and a long term

aspirational vision. We recognize that it will take additional planning and funding to execute the

plans outlined in these strategies. I trust that you will recognize the strength and vision in the

strategies we present and provide the support the IRS requires to execute them in the coming

years. I am also confident our efforts to be more transparent and transform the IRS will increase

trust in the IRS, improve voluntary compliance and assist all taxpayers in meeting their tax

obligations to provide crucial funding for our nation’s operations.

The future of the IRS belongs to us. If we stand together, focused on our mission, there is no

limit to what we can do.

IRS Commissioner

Internal Revenue Service | Taxpayer First Act 13 13

S E C T I O N