BIBLIOGRAPHY — 0121 Publ 5426 (PDF)

The Bibliography Section includes documents used to develop the Taxpayer Experience, Training and Organizational Redesign Strategies such as oversight reports, testimonies and recommendations, customer satisfaction survey results, publications, studies, briefings and statutes.

10.1 OVERSIGHT REPORTS, TESTIMONIES AND RECOMMENDATIONS

George, J. Russell. (2018). J oint Hearing Before the Committee on Oversight and Government

Reform, Subcommittee on Health Care, Benefits and Administrative Rules and Subcommittee on Government Operations U.S. House of Representatives: Continued Oversight of the Internal Revenue Service. Washington D.C.: Treasury Inspector General for Tax Administration

George, J. Russell. (2017). Hearing Before the Committee on Appropriations, Subcommittee

on Financial Services and General Government United States Senate: Review of the President’s Fiscal Year 2018 Funding Request for the Internal Revenue Service. Washington D.C.: Treasury Inspector General for Tax Administration

Martin, Russell P. (2017). Joint Hearing Before the Committee on Oversight and Government

Reform, Subcommittee on Health Care, Benefits and Administrative Rules and Subcommittee on Government Operations U.S. House of Representatives: Examining the IRS’s Customer Service Challenges. Washington D.C.: Treasury Inspector General for Tax Administration

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McTigue, Jr., James R. (2018). Tax Administration: Status of IRS Future State Vision. GAO-19 108R. Washington, D.C.: United States Government Accountability Office

Mihm, J. Christopher. (2019). Priority Open Recommendations: Internal Revenue Service. GAO 19-324SP. Washington, D.C.: United States Government Accountability Office

National Taxpayer Advocate. (2020). Annual Report to Congress 2019 . Washington, D.C.:

Taxpayer Advocate Service

National Taxpayer Advocate. (2019). Annual Report to Congress 2018 . Washington, D.C.:

Taxpayer Advocate Service

National Taxpayer Advocate. (2019). 2020 Purple Book, Compilation of Legislative

Recommendations to Strengthen Taxpayer Rights and Improve Tax Administration. Washington, D.C.: Taxpayer Advocate Service

National Taxpayer Advocate. (2018). Annual Report to Congress 2017. Washington, D.C.:

Taxpayer Advocate Service

National Taxpayer Advocate. (2018). 2019 Purple Book, Compilation of Legislative

Recommendations to Strengthen Taxpayer Rights and Improve Tax Administration. Washington, D.C.: Taxpayer Advocate Service

National Taxpayer Advocate. (2017). Purple Book, Compilation of Legislative Recommendations

to Strengthen Taxpayer Rights and Improve Tax Administration. Washington, D.C.: Taxpayer Advocate Service

National Taxpayer Advocate. (2017). Annual Report to Congress 2016. Washington, D.C.:

Taxpayer Advocate Service

Taxpayer Advocacy Panel. (2019). Annual Report 2019. Washington, D.C.: Author

Taxpayer Advocacy Panel. (2018). Annual Report 2018. Washington, D.C.: Author

Taxpayer Advocacy Panel. (2017). Annual Report 2017. Washington, D.C.: Author

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Taxpayer Advocacy Panel. (2016). Annual Report 2016. Washington, D.C.: Author

Treasury Inspector General for Tax Administration. (2020). High Income Nonfilers Owing Billions

of Dollars Are Not Being Worked by the Internal Revenue Service. 2020-30-015. Washington D.C.: Author

Treasury Inspector General for Tax Administration. (2020). Improvements Are Needed to

Address Continued Deficiencies in Ensuring the Accuracy of the Centralized Authorization File. 2020-40-067. Washington D.C.: Author

Treasury Inspector General for Tax Administration. (2019). Management and Performance

Challenges Facing the Internal Revenue Service for Fiscal Year 2020. Washington D.C.: Author

Treasury Inspector General for Tax Administration. (2019). Interim Results of the 2019 Filing

Season. 2019-44-030. Washington D.C.: Author

Treasury Inspector General for Tax Administration. (2019). Tax Cuts and Jobs Act: Assessment of

Implementation Efforts. 2019-44-027. Washington D.C.: Author

Treasury Inspector General for Tax Administration. (2019). Telephone Performance Measures

Do Not Provide an Accurate Assessment of Service to Taxpayers. 2019-40-041. Washington D.C.: Author

Treasury Inspector General for Tax Administration. (2019). Fiscal Year 2019 Biannual

Independent Assessment of the Private Collection Agency Performance. 2019-30-018. Washington D.C.: Author

Treasury Inspector General for Tax Administration. (2019). Electronic Authentication Security

Controls Have Improved, but Continued Progress Is Needed to Ensure the Protection of Public-Facing Application. 2019-20-017. Washington D.C.: Author

Treasury Inspector General for Tax Administration. (2019). Management and Performance

Challenges Facing the Internal Revenue Service for Fiscal Year 2020. Washington D.C.: Author

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Treasury Inspector General for Tax Administration. (2018). Interim Results of the 2018 Filing

Season. 2018-40-028. Washington D.C.: Author

Treasury Inspector General for Tax Administration. (2018). Results of the 2018 Filing Season.

2018-40-013. Washington D.C.: Author

Treasury Inspector General for Tax Administration. (2018). Results of the 2017 Filing Season.

2018-40-012. Washington D.C.: Author

Treasury Inspector General for Tax Administration. (2018). The Taxpayer Advocate Service

Centralized Case Intake Program Needs Improvement to Provide Better Customer Service. 2019-10-009. Washington D.C.: Author

Treasury Inspector General for Tax Administration. (2018). Electronic Authentication Process

Controls Have Been Improved, but Have Not Yet Been Fully Implemented. 2018-20-007. Washington D.C.: Author

Treasury Inspector General for Tax Administration. (2016). Several Changes Sought by the

Internal Revenue Service Restructuring and Reform Act of 1998 Remain a Challenge. 2016IE-R005. Washington D.C.: Author

Treasury Inspector General for Tax Administration. (2016). Press Release: An Ongoing

Challenge: Implementation of the Internal Revenue Service Restructuring and Reform Act of 1998. IE-R005. Washington D.C.: Author

Treasury Inspector General for Tax Administration. (2016). Several Changes Sought by the

Internal Revenue Service Restructuring and Reform Act of 1998 Remain a Challenge. TIGTA-2016-09. Washington D.C.: Author

Treasury Inspector General for Tax Administration. (2012). Management and Performance

Challenges Facing the Internal Revenue Service for Fiscal Year 2013. Washington D.C.: Author

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Treasury Inspector General for Tax Administration. (2012). The Onboarding Process Has

Improved, but Additional Steps Should Be Taken to Ensure Employees Have the Tools, Resources, and Knowledge to Be Successful and Productive. 2012-10-091. Washington D.C.: Author

Treasury Inspector General for Tax Administration. (2010). The Internal Revenue Service

Restructuring and Reform Act of 1998 Was Substantially Implemented but Challenges Remain. 2010-IE-R002. Washington D.C.: Author

Treasury Inspector General for Tax Administration. (2010). Management and Performance

Challenges Facing the Internal Revenue Service for Fiscal Year 2011. Washington D.C.: Author

Treasury Inspector General for Tax Administration. (2003). Semiannual Report to Congress.

Washington D.C.: Author. Accessed 04 August 2020

Treasury Inspector General for Tax Administration. (1999). Semiannual Report to Congress.

Washington D.C.: Author. Accessed 04 August 2020

United States Government Accountability Office. (2020). DRAFT: Report to the Ranking Member,

Subcommittee on Oversight, Committee on Ways and Means, House of Representatives: IRS Reorganization: Planning Addressed Key Reform Practices, but Goals and Measures for the Plan Have Not Been Finalized. GAO-21-18. Washington, D.C.: Author

United States Government Accountability Office. (2020). Report to Congressional Committees,

2019 Tax Filing: IRS Successfully Implemented Tax Law Changes but Needs to Improve Service for Taxpayers with Limited-English Proficiency. GAO-20-55. Washington, D.C.: Author

United States Government Accountability Office. (2020). Report to the Chairman, Committee on

Finance, U.S. Senate: Identity Theft: IRS Needs to Better Assess the Risks of Refund Fraud on Business-Related Returns. GAO-20-174. Washington, D.C.: Author

United States Government Accountability Office. (2019). Report to Congressional Committees:

Multiple Strategies Are Needed to Reduce Noncompliance. GAO-19-558T. Washington, D.C.: Author

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BIBLIOGRAPHY

United States Government Accountability Office. (2019). Report to Congressional Requestors:

Tax Administration: Taxpayer Input Could Strengthen IRS’s Online Services. GAO-20-71. Washington, D.C.: Author

United States Government Accountability Office. (2019). Testimony Before the Committee on

Oversight and Reform, House of Representatives, High-Risk Series: Substantial Efforts Needed to Achieve Greater Progress on High-Risk Areas. GAO-19-392T. Washington, D.C.: Author

United States Government Accountability Office. (2019). Report to Congressional Committees,

High-Risk Series: Substantial Efforts Needed to Achieve Greater Progress on High-Risk Areas. GAO-19-157SP. Washington, D.C.: Author

United States Government Accountability Office. (2019). Report to Congressional Requesters,

Internal Revenue Service: Strategic Human Capital Management is Needed to Address Serious Risks to IRS’s Mission. GAO-19-176. Washington, D.C.: Author

United States Government Accountability Office. (2019) . Tax Gap: Multiple Strategies Are

Needed to Reduce Noncompliance. GAO-19-558T. Washington, D.C.: Author

United States Government Accountability Office. (2018). Report to Congressional Committees,

Tax Administration: Opportunities Exist to Improve Monitoring and Transparency of Appeal Resolution Timeliness. GAO-18-659. Washington, D.C.:Author

United States Government Accountability Office. (2018). Report to Congressional Requesters,

Identity Theft: IRS Needs to Strengthen Taxpayer Authentication Efforts. GAO-18-418. Washington, D.C.: Author

United States Government Accountability Office. (2018). Report to Congressional Committees,

2018 Tax Filing: IRS Managed Processing Challenges and Enhanced Its Management of TX Law Changes. GAO-18-471. Washington, D.C.:Author

United States Government Accountability Office. (2018). Report to Congressional Requesters,

Government Reorganization: Key Questions to Assess Agency Reform Efforts. GAO-18-427. Washington, D.C.: Author

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BIBLIOGRAPHY

United States Government Accountability Office. (2017). Testimony Before the Subcommittee on

Oversight, Committee on Ways and Means, House of Representatives, 2017 Filing Season: New Wage Verification Process Holds Promise but IRS Faced Implementation Challenges. GAO-17-525T. Washington, D.C.: Author

United States Government Accountability Office. (2017). R eport to Congressional Requesters,

2016 Filing Season: IRS Improved Telephone Service but Needs to Better Assist Identity Theft Victims and Prevent Release of Fraudulent Refunds. GAO-17-186. Washington, D.C.: Author

United States Government Accountability Office. (2017). Testimony Before the Committee on

Homeland Security and Governmental Affairs, U.S. Senate, Government Efficiency and Effectiveness: Opportunities to Reduce Fragmentation, Overlap, and Duplication and Achieve Other Financial Benefits . GAO-17-562T. Washington, D.C.: Author

United States Government Accountability Office. (2016). Testimony Before the Subcommittee on

Oversight, Committee on Ways and Means, House of Representatives, Tax Filing: IRS Needs a Comprehensive Customer Service Strategy and Needs to Better Combat Identity Theft Refund Fraud and Protect Taxpayer Data. GAO-16-578T. Washington, D.C.: Author

United States Government Accountability Office. (2015). Report to Congressional Requesters,

2015 Tax Filing Season: Deteriorating Taxpayer Service Underscores Need for a Comprehensive Strategy and Process Efficiencies. GAO-16-151. Washington, D.C.: Author

United States Government Accountability Office. (2013). Report to Chairman, Committee on Finance, U.S. Senate, IRS WEBSITE: Long-Term Strategy Needed to Improve Interactive Services. GAO-13-435. Washington, D.C.: Author

United States Government Accountability Office. (2010). Report to Congressional Requesters,

Managing for Results: Opportunities to Strengthen Agencies Customer Service Efforts. GAO11-44. Washington, D.C.: Author

United States Government Accountability Office. (2000). Report to the Chairman, Committee on

Small Business, U.S. Senate, Tax Administration: IRS Is Working to Improve Its Estimates of Compliance Burden. GAO/GGD-00-11. Washington, D.C.: Author

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United States Government Accountability Office. (2000). Testimony Before the Committee on

Finance, U.S. Senate, IRS RESTRUCTURING ACT: Implementation Under Way but Agency Modernization Important to Success. GAO/T-GGD-00-53. Washington, D.C.: Author

United States Government Accountability Office. (2000). Letter to Chairman, Committee

on Finance, U.S. Senate, IRS Restructuring Act Implementations. GAO/GGD-00-71R. Washington, D.C.: Author

United States Government Accountability Office. (2000). Report to Congressional Requesters,

TAX ADMINISTRATION: IRS’ Implementation of the Restructuring Act’s Personnel Flexibility Provisions. GAO/GGD-00-81. Washington, D.C.: Author

United States Government Accountability Office. (2000). R eport to Congressional Requesters,

TAX ADMINISTRATION: IRS’ Implementation of the Restructuring Act’s Taxpayer Protection and Rights Provisions. GAO/GGD-00-85. Washington, D.C.: Author

United States Government Accountability Office. (1998). Letter to Congressional Requesters,

Impact of the IRS Restructuring and Reform Act on Year 2000 Efforts. GAO/GGD-98-158R. Washington, D.C.: Author

United States Government Accountability Office. (1999). Report to the Chairman, Committee on

Ways and Means, House of Representatives, IRS Faces Challenges as it Restructures the Office of the Taxpayer Advocate. GAO/GGD-99-124 Taxpayer Advocate Office. Washington, D.C.: Author

United States Office of Management and Budget. (2019). Transition to Electronic Records. M-19 21. Washington, D.C.: Author

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10.2 CUSTOMER SATISFACTION SURVEY RESULTS

Accenture LLP. (2019). Small Business Taxpayer survey 2018. Washington, D.C.: Author

Accenture LLP. (2017). Taxpayer Survey 2017: Report of U.S. Results. Washington, D.C.: Author

Canada Revenue Agency. (2019). The Canada Revenue Agency: Brand and Service Culture

Journey: Presentation to the Internal Revenue Service. Washington, D.C.: Author

IRS Large Business & International. (2018). Study to Understand International Taxpayers’ Views

of the Audit Experience: Report on FY2017 International Individual Compliance Survey Results. Washington, D.C.: Pacific Consulting Group

IRS Large Business & International. (2018). Study to Understand Taxpayers’ Views of the Audit

Experience: Report on Fiscal Year 2018 Taxpayer Survey Results. Washington, D.C.: Pacific Consulting Group

IRS Large Business & International. (2018). Study to Understand International Taxpayers’ Views

of the Audit Experience: Report on FY2018 International Individual Compliance Survey Results. Washington, D.C.: Pacific Consulting Group

IRS Large Business & International. (2017). Study to Understand Taxpayers’ Views of the Audit

Experience: Report on Fiscal Year 2017 Taxpayer Survey Results . Washington, D.C.: Pacific Consulting Group

IRS Large Business & International. (2016). Compliance Assurance Process (CAP) Taxpayer

Experience Survey Research: Covering Cases Closed in 2016. Washington, D.C.: Pacific Consulting Group

IRS Office of Appeals. (2019). Fiscal Year 2018 Appeals Customer Satisfaction Survey Results:

National Report. Washington, D.C.: ICF International

IRS Office of Appeals. (2018). Fiscal Year 2017 Appeals Customer Satisfaction Survey Results:

National Report. Washington, D.C.: ICF International

IRS Research, Applied Analytics & Statistics; Statistical Services Branch, Statistics of Income

(SOI). (2020). Comprehensive Taxpayer Attitude Survey (CTAS) 2019: Appendix Report. Washington, D.C.: Author

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IRS Research, Applied Analytics & Statistics; Statistical Services Branch, Statistics of Income

(SOI). (2018). Comprehensive Taxpayer Attitude Survey 2017 Executive Overview: Presentation to the Research Policy and Planning Committee (RP&P) January 9, 2018. Washington, D.C.: Author

IRS Small Business/Self-Employed. (2019). SB/SE ACS IVR Customer Satisfaction Report:

Survey Year 2018: April 2018 through March 2019. Washington, D.C.: Author

IRS Small Business/Self-Employed. (2019). SB/SE ACSS Mail Customer Satisfaction Report:

Survey Year 2018: April 2018 through March 2019. Washington, D.C.: Author

IRS Small Business/Self-Employed. (2019). SB/SE CSCO Mail Customer Satisfaction Report:

Survey Year 2018: April 2018 through March 2019. Washington, D.C.: Author

IRS Small Business/Self-Employed. (2019). S B/SE Automated Underreporter Mail Customer

Satisfaction Report: Survey Year 2018: April 2018 through March 2019. Washington, D.C.: Author

IRS Small Business/Self-Employed. (2019). SB/SE Campus Exam Mail Customer Satisfaction

Report: Survey Year 2018: April 2018 through March 2019. Washington, D.C.: Author

IRS Small Business/Self-Employed. (2019). SB/SE Field Collection Mail Customer Satisfaction

Report: Survey Year 2018: April 2018 through March 2019. Washington, D.C.: Author

IRS Small Business/Self-Employed. (2018). S B/SE Field Collection Mail Customer Satisfaction

Report: Survey Year 2017: April 2017 through March 2018. Washington, D.C.: Author

IRS Small Business/Self-Employed. (2018). SB/SE Field Collection Mail Customer Satisfaction

Report: Survey Year 2017: April 2017 through March 2018 . Washington, D.C.: Author

IRS Small Business/Self-Employed. (2018). SB/SE Estate & Gift Tax Customer Satisfaction

Report: April 2017 through March 2018. Washington, D.C.: Author

IRS Small Business/Self-Employed. (2018). SB/SE Employment Tax Customer Satisfaction

Report: April 2017 through March 2018. Washington, D.C.: Author

IRS Small Business/Self-Employed. (2018). SB/SE ISP Mail Customer Satisfaction Report:

Annual Period: April 2017 through March 2018. Washington, D.C.: Author

IRS Small Business/Self-Employed. (2018). SB/SE Campus Exam Mail Customer Satisfaction

Report: Survey Year 2017: April 2017 through March 2018. Washington, D.C.: Author

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BIBLIOGRAPHY

IRS Small Business/Self-Employed. (2018). SB/SE AUR Mail Customer Satisfaction Report:

Survey Year 2017: April 2017 through March 2018. Washington, D.C.: Author

IRS Small Business/Self-Employed. (2018). SB/SE Field Exam Mail Customer Satisfaction

Report: Survey Year 2017: April 2017 through March 2018. Washington, D.C.: Author

IRS Small Business/Self-Employed. (2018). SB/SE CSCO Mail Customer Satisfaction Report:

Survey Year 2017: April 2017 through March 2018. Washington, D.C.: Author

IRS Small Business/Self-Employed. (2018). SB/SE ACSS Mail Customer Satisfaction Report:

Survey Year 2017: April 2017 through March 2018. Washington, D.C.: Author

IRS Small Business/Self-Employed. (2018). SB/SE ACS IVR Customer Satisfaction Report:

Survey Year 2017: April 2017 through March 2018. Washington, D.C.: Author

IRS Tax Exempt & Government Entities Division. (2019). Internal Revenue Service: TE/GE

Customer Satisfaction Survey: FY 2018 Tax-Exempt & Government Entities (TEGE) Toll-Free Annual Report. Washington, D.C.: Author

IRS Tax Exempt & Government Entities Division. (2018). I nternal Revenue Service: TE/GE

Customer Satisfaction Survey: Tax-Exempt Government Entity (TEGE) Toll-Free Report FY 2017. Washington, D.C.: Author

IRS Tax Exempt & Government Entities Division. (2018). Internal Revenue Service: TE/GE

Customer Satisfaction Survey: Exempt Organizations Examinations. Washington, D.C.: Author

IRS Tax Exempt & Government Entities Division. (2018). Internal Revenue Service: TE/GE

Customer Satisfaction Survey: Tax Exempt Bonds Examinations . Washington, D.C.: Author

IRS Tax Exempt & Government Entities Division. (2018) . Internal Revenue Service: TE/GE

Customer Satisfaction Survey: Employee Plans Examinations. Washington, D.C.: Author

IRS Tax Exempt & Government Entities Division. (2018). Internal Revenue Service: TE/GE

Customer Satisfaction Survey: Federal, State, and Local Government Examinations. Washington, D.C.: Author

IRS Tax Exempt & Government Entities Division. (2018). Internal Revenue Service: TE/GE

Customer Satisfaction Survey: Indian Tribal Government Examinations. Washington, D.C.: Author

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IRS Tax Exempt & Government Entities Division. (2017). Internal Revenue Service: TE/GE

Customer Satisfaction Survey: Exempt Organizations Determination Letter Request. Washington, D.C.: Author

IRS Tax Exempt & Government Entities Division. (2017). Internal Revenue Service: TE/GE

Customer Satisfaction Survey: Employee Plans Determination Letter Request. Washington, D.C.: Author

IRS Taxpayer Advocate Service. (2019). TAS Customer Satisfaction Program – FY2018 .

Washington, D.C.: Author

IRS Wage & Investment Division. (2019). I nternal Revenue Service: Customer Satisfaction

Survey: FY 2018 W&I Refundable Credits Examination Operations (RCEO) Closed Annual Report. Washington, D.C.: Author

IRS Wage & Investment Division. (2019). I nternal Revenue Service: Customer Satisfaction

Survey: FY 2018 W&I Refundable Credits Examination Operations (RCEO) Toll-Free IVR Annual Report. Washington, D.C.: Author

IRS Wage & Investment Division. (2019). Taxpayer Experience Survey (TES) 2018 National

Report. Washington, D.C.: ICF International

IRS Wage & Investment Division. (2019). Internal Revenue Service: Customer Satisfaction

Survey: FY 2018 Practitioner Priority Service (PPS) Toll-Free Annual Report. Washington, D.C.: Author

IRS Wage & Investment Division. (2019). Internal Revenue Service: Customer Satisfaction

Survey: FY 2018 Accounts Management (AM) Toll-Free Annual Report. Washington, D.C.: Author

IRS Wage & Investment Division. (2019). Internal Revenue Service: Customer Satisfaction

Survey: FY 2018 Adjustments Closed Case Annual Report. Washington, D.C.: Author

IRS Wage & Investment Division. (2019). I nternal Revenue Service: Customer Satisfaction

Survey: FY 2018 W&I e-help Desk Toll-Free Annual Report. Washington, D.C.: Author

IRS Wage & Investment Division. (2019). Internal Revenue Service: Customer Satisfaction

Survey: Wage & Investment: Stakeholder Partnerships, Education and Communication (SPEC) Partner Satisfaction Survey FY 2018 Full Report. Washington, D.C.: Author

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IRS Wage & Investment Division. (2019). I nternal Revenue Service: Customer Satisfaction

Survey: Wage & Investment: Media and Publications External Customer Satisfaction Survey (ECSS): FY 2018 Annual Report . Washington, D.C.: Author

IRS Wage & Investment Division. (2018). Internal Revenue Service: Customer Satisfaction

Survey: Field Assistance National Annual Report FY2017. Washington, D.C.: Author

IRS Wage & Investment Division. (2018). Taxpayer Experience Survey (TES) 2017 Spanish

Limited English Proficient (LEP) Report. Washington, D.C.: ICF International

IRS Wage & Investment Division. (2018). Internal Revenue Service: Customer Satisfaction

Survey: Adjustments Closed Case Report FY2017. Washington, D.C.: Author

IRS Wage & Investment Division. (2018). Internal Revenue Service: Customer Satisfaction

Survey: Accounts Management (AM) Toll-Free Report FY2017. Washington, D.C.: Author

IRS Wage & Investment Division. (2018). Internal Revenue Service: Customer Satisfaction

Survey: W&I e-help Desk Toll-Free Report FY2017. Washington, D.C.: Author

IRS Wage & Investment Division. (2018). Internal Revenue Service: Customer Satisfaction

Survey: FY2018 Field Assistance National Annual Report . Washington, D.C.: Author

IRS Wage & Investment Division. (2018). Internal Revenue Service: Customer Satisfaction

Survey: Injured Spouse Closed Case Report FY 2017. Washington, D.C.: Author

IRS Wage & Investment Division. (2018). I nternal Revenue Service: Customer Satisfaction

Survey: Wage & Investment: Media and Publications External Customer Satisfaction Survey (ECSS): FY 2017 Annual Report. Washington, D.C.: Author

IRS Wage & Investment Division. (2018). Internal Revenue Service: Customer Satisfaction

Survey: Practitioner Priority Service (PPS) Toll-Free Report: FY 2017 Annual Report. Washington, D.C.: Author

IRS Wage & Investment Division. (2018). Internal Revenue Service: Customer Satisfaction

Survey: Refundable Credits Examination Operations (RCEO) Close Case Report: FY 2017. Washington, D.C.: Author

IRS Wage & Investment Division. (2018). I nternal Revenue Service: Customer Satisfaction

Survey: W&I Refundable Credits Examination Operations (RCEO) Toll-Free IVR Report FY 2017. Washington, D.C.: Author

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IRS Wage & Investment Division. (2017). Internal Revenue Service: Customer Satisfaction

Survey: Wage & Investment: Stakeholder Partnerships Education and Communication (SPEC) Partner Satisfaction Survey: FY 2017 Annual Report . Washington, D.C.: Author

Federal Consulting Group. (2018). American Customer Satisfaction Index: Internal Revenue

Service: Department of the Treasury: Individual E-Filers: 2018 Customer Satisfaction Survey. Washington, D.C.: Author

Federal Consulting Group. (2018). A merican Customer Satisfaction Index: Internal Revenue

Service: Department of the Treasury: Large Business & International Division: 2018 Customer Satisfaction Survey. Washington, D.C.: Author

Federal Consulting Group. (2018). American Customer Satisfaction Index: Internal Revenue

Service: Department of the Treasury: Individual Paper Filers: 2018 Customer Satisfaction Survey. Washington, D.C.: Author

Federal Consulting Group. (2018). American Customer Satisfaction Index: Internal Revenue

Service: Department of the Treasury: Small Business/Self Employed:2018 Customer Satisfaction Survey. Washington, D.C.: Author

10.3 PUBLICATIONS, STUDIES, BRIEFINGS AND STATUTES

Accenture LLP. (2019) Breaking Through Functional Silos: To Gain Speed and Agility: Achieve

Competitive Agility. Washington, D.C.: Author

Accenture LLP & Partnership for Public Service. (2019) Government for the People: Profiles on

the customer experience. Washington, D.C.: Accenture LLP

Accenture LLP & Partnership for Public Service. (2016) Government for the People: The road to

customer-centered services. Washington, D.C.: Accenture LLP

Amazon. (2020). Amazon.com Inc. Board of Directors Guidelines on Significant Corporate

Governance Issues. Accessed 14 August 2020.

Adams, Faith. (2018). Applying the Forrester Wave™: Customer Feedback Management

Platforms, Q4 2018 How to Identify the Right CFM Vendor For Your Business. Cambridge, MA: Forrester Research, Inc.

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Adams, Faith. (2018). Now Tech: Voice of The Customer (VoC) Vendors, Q4 2018 Forrester’s

Overview of 28 VoC Providers. Cambridge, MA: Forrester Research, Inc.

Adams, Faith. (2018). The Forrester Wave™: Customer Feedback Management Platforms,

Q4 2018 The Nine Providers That Matter Most and How They Stack Up. Cambridge, MA: Forrester Research, Inc.

Alexander, William & Anterasian, Cathy & Welch, Greg. (2015). Do We Need a CXO?

SpencerStuart. Accessed 14 August 2020.

Alexander, Moira. “What is an EPMO? The organizational key to project success.” CIO. 6 July

2018, https://www.cio.com/article/3277972/epmo-enterprise-project-management-officeexplained.html. 19 Aug. 2019

Alm, James. (2012). Measuring, Explaining, and Controlling Tax Evasion: Lessons From Theory,

Experiments, and Field Studies . Switzerland: International Tax and Public Finance.

Anderson, Carl & Li, Michael. (2017). Five Building Blocks of Data-Driven Culture. Tech Crunch.

Accessed 14 August 2020.

Australian Taxation Office. (2018) Commissioner of Taxation Annual Report 2017-18. Canberra

ACT, Australia

Australian Taxation Office. “ATO Fraud and Corruption Control Plan 2019.” Australian

Government: Australian Taxation Office. 26 Feb. 2020, https://www.ato.gov.au/General/Thefight-against-tax-crime/In-detail/ATO-Fraud-and-Corruption-Control-Plan-2019-20/. 19 Aug. 2020

Bank of America. (2019). What Would You Like the Power to Do? : 2018 Annual Report.

Charlotte, NC: Author

Beeson, John. (2014). F ive Questions Every Leaders Should Ask About Organizational Design .

Harvard Business Review. Accessed 14 August 2020.

Bernstein, Ethan & Bunch, John & Canner, Niko & Lee, Michael. (2016). Beyond the Holacracy

Hype . Boston, MA: Harvard Business Review.

Blenko, Marcia M, & Mankins, Michael C. (2012). Measuring Decision Effectiveness: Good, Fast

Decision Making and Execution Produce Good Financial Results . Bain & Company.

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Blomstrom, Duena. “We Need To Talk About Organizational Design.” Forbes. 5 Nov. 2018,

https://www.forbes.com/sites/duenablomstrom1/2018/11/05/we-need-to-talk-aboutorganisational-design/#54f02cd71604. Accessed 14 Aug. 2020

Bonner, Paul. (2020). IRS commissioner and other officials address AICPA National Tax

Conference in Washington . TheTaxAdviser.com: The Tax Adviser

Boyd, Aaron. (2020). IRS Offering Up to $7M to Develop ‘Data Mashing’ Tools In Support of

Frictionless Acquisition. Nextgov.com: Nextgov

Brimstin, Jay., Hester, Annie., “Measuring What Matters.” Association for Talent Development.

May 2016, https://www.td.org/magazines/the-public-manager/measuring-what-matters. Accessed 6 January 2020

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5.0 | TAXPAYER EXPERIENCE STRATEGY

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Webster, The Honorable William H. (1999). Review of the Internal Revenue Service’s Criminal

Investigation Division . Washington, D.C.: Internal Revenue Service.

Wiles, Jackie. “Is It Time to Toss Out Your Old Employee Engagement Survey? – Smarter With

Gartner.” Gartner. 26 Nov 2019, https://www.gartner.com/smarterwithgartner/is-it-time-totoss-out-your-old-employee-engagement-survey. Accessed 4 Aug. 2020

Yohn, Denise Lee. (2018). “6 Ways to Build a Customer-Centric Culture.” Harvard Business

Review. 2 Oct. 2018, https://hbr.org/2018/10/6-ways-to-build-a-customer-centric-culture. Accessed 17 Aug. 2020

Zetlin, Minda. “What’s the difference between a chief data officer, chief digital officer, and chief

analytics officer?” CIO. 13 Nov. 2017, https://www.cio.com/article/3236476/chief-data-officervs-chief-digital-officer-vs-chief-analytics-officer.html. 19 Aug. 2020

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1.0 | COMMISSIONER’S WELCOME

In every interaction,

we need to be thinking about

IRS Commissioner

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