TABLE OF CONTENTS

PROLOGUE 7

1.0 COMMISSIONER’S WELCOME 11

2.0 EXECUTIVE SUMMARY 14

3.0 OUR APPROACH 28

4.0 TAXPAYER EXPERIENCE STRATEGY 33

4.1 INTRODUCTION AND EXPLANATION OF STRATEGY 34

4.2 MEASURING SUCCESS 38

4.3 EXPANDED DIGITAL SERVICES 41

4.4 SEAMLESS EXPERIENCE 46

4.5 PROACTIVE OUTREACH AND EDUCATION 53

4.6 COMMUNITY OF PARTNERS 58

4.7 FOCUSED STRATEGIES FOR REACHING UNDERSERVED COMMUNITIES 63

4.8 ENTERPRISE DATA MANAGEMENT AND ADVANCED ANALYTICS 69

5.0 TRAINING STRATEGY 73

5.1 INTRODUCTION AND EXPLANATION OF STRATEGY 74

5.2 IRS UNIVERSITY 77

5.3 TAXPAYER-FIRST TRAINING 80

5.4 CONTINUOUS LEARNING FOR ALL EMPLOYEES 81

5.5 UTILIZING TECHNOLOGY 85

5.6 MEASURING SUCCESS 86