4.1 INTRODUCTION AND EXPLANATION OF STRATEGY

The taxpayer experience is the cornerstone of our mission. A positive experience increases trust in government and promotes voluntary tax compliance. During listening sessions, we learned that taxpayers and other stakeholders appreciate the service IRS employees provide, but they want more consistency and access to a wider range of services. Through interactions with online retailers, banks and other businesses, the public has come to expect top-notch service, technological solutions and personalized communications from organizations. Similarly, taxpayers expect the IRS to provide convenient access to easy-to-understand information when they need it.

We must modernize our service and compliance models to meet taxpayer expectations. We have developed a strategy in which interactions with the IRS are efficient, informative, personalized and convenient. We are putting taxpayers first while ensuring fairness and compliance with the tax law.