Q1. Assume you could go back 20 years from now, would you have trusted the IRS?
Response
No, because the future changes were not certain. The IRS has developed to what it is now due to the current legislation, improvements, and strategies. Also, 20 years ago was not the same as now since the IRS offers quality services. 20 years ago, the IRS was not diverse as it is now due to an increased taxpayer base as well as its external stakeholders and the IRS partners. There was no Taxpayer First Act to help safeguard the interests of both the taxpayers and the IRS institutions as is seen now. The Taxpayer First Act is the current game changer as it helps businesses shift to a taxpayer-centered model. As a result, organizational structure, employee training as well as the taxpayer experience are all aspects that have been modernized towards relevant agency strategic plan alignment. 20 years ago, the IRS had no IT strategic plan to help improve the experience gained by the taxpayer.
Q2. Looking at the video, would you trust the mission and vision statement.
Response
I would not trust the mission in ensuring seamless taxpayer interactions through the use of the IT strategic plan. As a result, there is uncertainty about outcomes when accessing online platforms. The vision cannot be trusted as services may differ with changes in given factors such as the COVID-19 has led to shift in priorities.
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Q3. What suggestion or direction would you offer?
Response
One suggestion is that the IRS should ensure that no technical hitches happen in its systems to ensure the "seamless" taxpayer experience. Secondly, the taxpayers’ queries and concerns should be addressed. Third, the IRS guiding principles should be easier to comprehend.
