Man: The TFA Office has helped facilitate
various learning opportunities.
For example, employees participated in site visit
and town halls, interviews, and head of office calls.
The Taxpayer First communications and outreach
has been collecting numerous feedback
from multiple sources.
At this point, we've collected thousands of pieces of feedback.
It's spanned a wide variety of topics.
However, the five categories below represent the majority
of the feedback received.
The taxpayer experience.
Aligning the IRS taxpayer service with the experience
expected from modernized companies.
Training.
Updating Internal Revenue Manual, training delivery,
soft skills, cross training, and professional opportunities.
Organizational redesign.
Recommendations for the consolidation
of business units or reduced or expanded.
Modernization.
Recommendations to upgrade the IT infrastructure
or equipment.
General.
Requests for TFAO support and/or feedback
not specific to TFA.
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During the stakeholder analysis workshop,
participants identified key insights Post-Its
from the 31 documents which were then grouped into categories.
Over 590 key insights were identified
from internal stakeholders.
The top two key insight categories identified
were focused on taxpayer experience at 44%
followed by training at 25%.
The top two categories identified
were focused on taxpayer experience at 67%
followed by organizational redesign at 15%.
Attendees included members of TFAO,
executive candidates, and consultants.
Our key activities were determine key insights
from notes and feedback sources,
group key insights into categories,
discuss key insights and categories,
identify similarities between key insights/categories.
In the external input session on day two,
workshop participants read through
the external stakeholder source documents
and grouped the reoccurring ideas or suggestions
into categories.
These categories fell into four common themes --
understanding the taxpayer, taxpayer's wants,
human capital opportunities, and supporting foundations.
We have met with more than 100 organizations externally
and internally.
The IRS is committed to inclusively and transparently
communicating about TFA in the past, present, and future
to our external stakeholders.
External stakeholders, meaning stakeholders
that are not current employees of the IRS.
We have kept this commitment by hosting
various listening sessions, outreach meetings,
and other forums to engage tax professionals,
industry leaders, and others.
And we will continue to keep this commitment
in the future.
IRS.gov is regularly updated with the latest
and greatest information, and we ask that you continue
engaging with us by visiting our website
and using the info and resources available there.
The TFA Office collaborates with various IRS offices
to ensure employees understand the legislative changes
and impacts of the act and have opportunities
to contribute to implementation.
A critical part of the implementation
includes gathering input from employees and managers
on the taxpayer experience, training,
and organizational redesign strategies.
Outreach highlights include feedback portal,
frequently asked questions page,
provision summaries and highlight articles,
latest TFA news section, resources and other information,
"TFA in Action Page," TFA Request mailbox.
Highlighting the manager resources
is the iManage TFA Manager Toolkit, which includes
talking points, discussion placemat exercise,
frequently asked questions, fact sheets,
external toolkit, speaker request form.
The listening sessions include town halls,
interactive meetings, and feedback brainstorms,
TFA Innovation Lab, five major IRS site visits,
New Carrollton Federal Building pop-up session,
and a discussion placemat exercise.
The IRS is actively engaging in two-way dialogue
with employees and managers gathering input on proposals
and ensuring they understand that they are the cornerstone
of our efforts.
IRS is collaborating with internal stakeholders
to educate and engage across the agency,
including NTEU, Office of Change Management,
Geographic Leadership Councils, employee organizations,
PMA and FMA.
IRS is focusing on creating interactive sessions
for employees to learn about TFA, share their ideas,
and engage with the TFA Office.
And the IRS is committed to providing managers the tools
they need to keep their employees informed,
encouraging two-way feedback, and serving as champions of TFA.
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