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Tax Administration: IRS Faces Challenges in Measuring Customer Service

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Report Type Reports and Testimonies
Report Date Feb. 23, 1998
Report No. GGD-98-59
Subject
Summary:

For years, the Internal Revenue Service (IRS) has been developing and revising a system of measures to gauge its performance in achieving its mission, including reducing taxpayer burdens through better customer service. Passage of the Government Performance and Results Act in 1993 has led IRS to refocus its performance measures on the results of its programs and operations. This is a difficult undertaking because it forces the agency, which has been preoccupied with staffing, activity levels, and tasks completed, to focus on the real difference its programs make on taxpayers. This report (1) describes IRS' system of performance measures and (2) identifies any challenges IRS faces in developing and implementing performance measures to gauge its efforts to reduce taxpayer burdens through improved customer service.

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