Transformation of the Irs Essay

2098 WordsMar 4, 20139 Pages
Running head: TRANSFORMATION AT THE IRS Transformation at the IRS Antonio D. Tancredi, Isaac Trinidad, John Rodgers Stacey Cotton Matthews, Steven Gill Grand Canyon University AMP-492 January 28, 2012 Transformation at the IRS The manager may have the power to change an organization’s policies with the stroke of a pen but changing a deep-rooted culture may be the managers’ toughest task. Commissioner Charles Rossotti realized the task before him and the commitment it would take to produce the necessary changes at the Internal Revenue Service (IRS). Rossotti had to win the hearts and minds of the people that work at the IRS, politicians, and the American People to convince them that his proposed changes would produce a…show more content…
With this focus on customer service came a new mission statement; “Provide America’s tax payer’s top-quality service by helping them understand and meet their tax responsibility and by applying the tax law with integrity and fairness to all” ((Edmondson & Frei, 2000). Commissioner Rossotti identified five levels of change that would produce change to the IRS structure, organization, culture, and operations such as: customer-focused operating divisions, management roles with clear responsibility, revamped business practices, new technology and balanced measures of performance. All the proposed initiatives helped the introduction of e-filing, a self-paced online tax services which any individual can file their income tax return without the help of a tax accountant to prepare returns. On October 22, 2004, President Bush signed into law the American Jobs Creation Act that included a provision that allowed the IRS to outsource the collection of delinquent taxes to private collectors or law firms. This allowed for controversy since many people were concerned that the use of outsourcing would provide personal information to debt collection agencies that could become public and misused. In addition, the opponents are also worried about the agencies' being paid on percent collected. This would encourage the collectors to use pressure tactics to collect the maximum amount. The use of private debt collection companies
Open Document