Tax Administration: Lessons Learned From IRS' Initial Experience in Redeploying Employees

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Report Type	Reports and Testimonies
Report Date	Jan. 9, 1997
Report No.	GGD-97-24
Subject	Customer service Employee training Employee transfers Federal agency reorganization Personnel management Productivity in government Staff utilization Systems conversions Tax administration Federal employees IRS Automated Collection System IRS Document Processing System IRS Integrated Data Retrieval System IRS Problem Resolution Program IRS Taxpayer Service Program

Summary:

Thousands of employees could have their jobs eliminated or redesigned as the Internal Revenue Service (IRS) modernizes its operations during the next several years. For example, many jobs that involved processing tax returns at IRS service centers could be eliminated as IRS moves to a paperless environment. In addition, many jobs now devoted to resolving taxpayer account issues, mainly through correspondence, are to be redesigned as customer-service jobs that will resolve those matters over the telephone. Rather than fire workers when their jobs become obsolete, IRS decided to give its employees the opportunity to transfer into new jobs--a process known as "redeployment." This report examines whether lessons can be learned from (1) IRS' initial use of redeployment procedures and their impact on IRS operations and (2) the reaction of redeployed employees and their supervisors to redeployment and the redeployment process.

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Tax Administration: Lessons Learned From IRS' Initial Experience in Redeploying Employees