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IRS Sets Up Experience Office

The Internal Revenue Service has established a Taxpayer Experience Office. The IRS said this week it will quickly expand the first-time office as part of its efforts to improve taxpayer service.

The office will work with all IRS business units to focus on taxpayer transactions with the IRS across the service, compliance and other program areas

It will also “identify changing taxpayer expectations and industry trends, focus on customer service best practices, and promote a consistent voice and experience across all taxpayer segments by developing agency-wide taxpayer experience guidelines and expectations,” the agency said in its announcement.

Near-term areas of improvement include expanding customer callback, expanded payment options, secure two-way messaging and more services for multilingual customers

Bob Scott
Bob Scott has provided information to the tax and accounting community since 1991, first as technology editor of Accounting Today, and from 1997 through 2009 as editor of its sister publication, Accounting Technology. He is known throughout the industry for his depth of knowledge and for his high journalistic standards.  Scott has made frequent appearances as a speaker, moderator and panelist and events serving tax and accounting professionals. He  has a strong background in computer journalism as an editor with two former trade publications, Computer+Software News and MIS Week and spent several years with weekly and daily newspapers in Morris County New Jersey prior to that.  A graduate of Indiana University with a degree in journalism, Bob is a native of Madison, Ind
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