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.1 METHODOLOGY OVERVIEW 141

9.1.1 ESTABLISHING THE TAXPAYER FIRST ACT OFFICE 141

9.1.2 RESEARCH AND INFORMATION GATHERING 141

9.2 STRATEGIC ALIGNMENT 144

9.3 STATUS OF THE 42 OPERATING DIVISION PROVISIONS 145

9.3.1 EXECUTING DIVISION PROVISIONS 147

9.4 COMMUNICATIONS AND OUTREACH 151

9.4.1 INTERNAL COMMUNICATIONS VEHICLES 151

9.4.� INTERNAL OUTREACH ACTIVITIES 160

9.4.3 INTERNAL COMMUNICATIONS AND OUTREACH ACTIVITIES ANALYSIS 163

9.4.4 EXTERNAL COMMUNICATION VEHICLES 164

9.4.5 EXTERNAL OUTREACH ACTIVITIES 166

9.4.6 EXTERNAL COMMUNICATIONS AND OUTREACH ACTIVITIES ANALYSIS 174

9.5 COSTING METHODOLOGIES AND DETAILED COSTS 175

9.5.1 COSTING METHODOLOGIES 175

9.5.2 ESTIMATED COSTS 178

9.6 TAXPAYER EXPERIENCE ADDITIONAL INFORMATION 181

9.6.1 STRATEGIC GOAL: UNDERSTAND, INFORM AND EDUCATE TAXPAYERS 182

9.6.2 STRATEGIC GOAL: PROVIDE A SEAMLESS TAXPAYER EXPERIENCE 187

9.6.3 STRATEGIC GOAL: EMPOWER, EQUIP AND ENABLE WORKFORCE 192

9.6.4 ENABLERS 196

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