,i  #aag? ,,congress  #b;d ,session  ,h4
 ,r4 #fiff  ,,9 ,,! ,,h\se ,,(          
,,repres5tatives  ,m>* #g1 #bjbb ,ms4   
,wild 7= h]self & ,mr4 ,meij]7 introduc$
 ! foll[+ bill2 :i* 0 ref]r$ to !       
,committee on ,ways & ,means  ,a ,,bill 
,to require t ! (fices ( ! ,int]nal     
,rev5ue ,s]vice are /aff$ ) employees to
 answ] phone calls dur+ bus9ess h\rs &  
quickly confirm receipt ( h>d mail tax  
returns1 & = o!r purposes4  #a4 ,%ort   
title ,?is ,act may be cit$ z ! ,bett]  
,s]vice = ,taxpay]s ,act4  #b4 ,f9d+s   
,congress f9ds ! foll[+3  7#a7 ,!       
,int]nal ,rev5ue ,s]vice adm9i/]s &     
en=ces ! ,f$]al tax laws ( ! ,unit$     
,/ates & %\ld seek to cont9ually improve
 cu/om] s]vice bas$ on taxpay] ne$s &   
fe$back4  7#b7 ,! p ( ! ,unit$ ,/ates   
des]ve a communication sy/em ) !        
,int]nal ,rev5ue ,s]vice t is reliable1 
effici5t1 accessible1 & easy to navigate
 across multiple *annels4  7#c7 ,_m     
ag5cies1 (fices1 programs1 & ,f$]al     
employees provide excell5t cu/om]       

exp]i5ces to taxpay]s4 ,h[ev]1 _m       
aspects ( ! ,f$]al ,gov]nm5t /ill fall  
%ort on deliv]+ ! cu/om] exp]i5ce t     
individuals h come to expect f ! private
 sector4  7#d7 ,accord+ to ! #bjbj      
,am]ican ,cu/om] ,satisfaction ,index   
,b5*m>k1 :i* ranges f #j to #ajj1 !     
,int]nal ,rev5ue ,s]vice scor$ at or    
bel[ av]age comp>$ to cu/om]            
satisfaction ) o!r ,f$]al ag5cies4 ,!   
av]age score f individual e-fil]s 0 a   
#gf1 small bus9ess & self-employ$ fil]s 
gave an av]age score ( #fg1 & l>ge      
bus9ess & int]national fil]s &          
individual pap] fil]s gave an av]age    
score ( #ei4  7#e7 ,! am\nt ( fund+ sp5t
 on taxpay] assi/ance & education       
decreas$ by #e1jjj1jjj betwe5 fiscal ye>
 #bjaj & fiscal ye> #bjbj4 ,! numb] (   
employees provid+ ^! s]vices dropp$ by  
#bi p]c5t1 & ! numb] ( cu/om] s]vice    
repres5tatives decreas$ by #da p]c5t4   
7#f7 ,! ,int]nal ,rev5ue ,s]vice sp5t   
ne>ly #ae p]c5t less dur+ fiscal ye>    
#bjbj :5 comp>$ to fiscal ye> #bjaj 9   

exam9ations & collections4 ,dur+ ?is "t 
p]iod1 ! numb] ( ,int]nal ,rev5ue       
,s]vice employees work+ 9 ?is area      
decl9$ by #cb p]c5t & ! numb] ( ,int]nal
 ,rev5ue ,s]vice employees work+ z      
rev5ue ag5ts decl9$ by #dj p]c5t4  7#g7 
,complet+ ! hir+ process = prospective  
,int]nal ,rev5ue ,s]vice employees c    
take ! ag5cy approximately six to eight 
mon?s4  7#h7 ,taxpay]s w exp]i5ce an    
easi]1 cle>]1 & quick] tax fil+ sy/em if
 ! ,int]nal ,rev5ue ,s]vice provides m  
reliable & effici5t cu/om] s]vice &     
taxpay] support s]vices4  7#i7 ,to      
improve s]vices to taxpay]s1 ! ,int]nal 
,rev5ue ,s]vice %\ld "w across its      
dep>tm5ts1 lev]age updat$ te*nology to  
track tax returns1 & enhance ! cu/om]   
s]vice exp]i5ce4  #c4 ,s5se ( ,congress 
,x is ! s5se ( ,congress t--  7#a7 !    
,int]nal ,rev5ue ,s]vice %\ld improve   
its taxpay] support s]vices & cu/om]    
s]vice exp]i5ces = ! p ( ! ,unit$       
,/ates4 ,to d ?is1 ! ,int]nal ,rev5ue   
,s]vice mu/ develop an effici5t sy/em t 

enables taxpay]s to track ! process ( _!
 tax submissions & receive timely       
support :5 submitt+ an inquiry to !     
,int]nal ,rev5ue ,s]vice1  7#b7 adequate
 fund+ is ne$$ to ensure t ,int]nal     
,rev5ue ,s]vice work=ce1 /aff+ levels1 &
 te*nological res\rces c provide !      
public ) improv$ cu/om] s]vice & problem
 resolution4 ,a significant portion (   
,int]nal ,rev5ue ,s]vice fund+ %\ld be  
sp5t on increas+ ! numb] ( employees 9  
taxpay]-fac+ positions1 includ+         
employees work+ to address taxpay]      
que/ions & z cu/om] s]vice /aff1  7#c7  
,congress %\ld appropriate ! fund+      
necess>y to enable ! ,,irs to a*ieve ^! 
improv$ /&>ds = taxpay] s]vices &       
support1  7#d7 ! ,int]nal ,rev5ue       
,s]vice %\ld accel]ate its hir+ timel9e 
= onbo>d+ new employees1 to enable an   
easy c>e] transition = incom+ employees 
& ensure ! ,int]nal ,rev5ue ,s]vice is n
 los+ prospective employees because ( a 
sl[ hir+ process1 &  7#e7 ! ,int]nal    
,rev5ue ,s]vice %\ld exp$ite its ongo+  

ef=ts to develop & exp& electronic      
portals1 ?r\gh :i* taxpay]s c *eck !    
/atus ( _! tax returns & submit         
inquiries to ! ,int]nal ,rev5ue ,s]vice4
  #d4 ,taxpay] s]vice requirem5ts  7a7  
,telephone availability ,! ,commission] 
( ,int]nal ,rev5ue %all ensure t ea*    
(fice & division ( ! ,int]nal ,rev5ue   
,s]vice is /aff$ ) employees to answ]   
phone calls dur+ /&>d bus9ess h\rs1     
includ+ #g3jj a4m4 to #g3jj p4m4 local  
"t1 ,mondays ?r\gh ,fridays1 exclud+    
,f$]al holidays4  7b7 ,mail submissions 
,! ,commission] ( ,int]nal ,rev5ue %all 
ensure t )9 #ae bus9ess days ( receipt (
 a mail$ tax return1 ! ,int]nal ,rev5ue 
,s]vice %all ackn[l$ge receipt ( su* tax
 return by mail+ ! taxpay] a h>d copy   
response lett]1 :i* %all include a phone
 numb] = ! taxpay] to call ) que/ions & 
a /atem5t notify+ ! taxpay] t _! tax    
return is be+ process$ by ! ,int]nal    
,rev5ue ,s]vice4  #e4 ,s]vice requirem5t
 improvem5t report ,n lat] ?an #cfe days
 aft] ! date ( ! enactm5t ( ?is ,act1 & 

annually !reaft]1 ! ,commission] (      
,int]nal ,rev5ue %all provide an annual 
report to ,congress on ! /atus ( its    
ef=ts to rea* ! goals ( improv+ s]vices 
to taxpay]s4 ,su* report %all include   
specific progress updates relat+ to !   
telephone availability requirem5ts (    
section #d7;a7 & ! mail submissions     
requirem5ts ( section #d7;b71 & may     
include reque/s = additional support f  
,congress1 z ne$$1 to improve s]vice to 
taxpay]s by ! ,int]nal ,rev5ue ,s]vice4