October 08, 1999
IRS Unifies Management of Customer Service,
Submission Processing Sites Nationwide Washington
WASHINGTON - To improve service to taxpayers, the
Internal Revenue Service will unify customer service operations at 25 telephone and
correspondence sites across the nation into one management structure. The new organization
covering customer service operations at existing IRS Service Center and District sites
nationwide will create a clearer line of management authority designed to improve taxpayer
service. The change is effective immediately.
The new Customer Service Center organization will be headquartered in Atlanta
and includes a national call management center. As part of this realignment,
responsibility for overseeing Submission Processing activities at the IRS's 10 Service
Centers will remain in Cincinnati.
"This realignment is a major step toward modernizing the IRS business
structure," IRS Commissioner Charles O. Rossotti said Friday. "This change will
focus management of each group on what it does best - processing tax returns or providing
interactive customer service."
"This change will help us improve service to taxpayers, through such
things as routing calls to where we have trained people available and by adopting
best-quality management practices more quickly," Rossotti said. The Submission
Processing sites will specialize in issues involving tax processing, including areas
involving tax forms, payments and deposits. The Customer Service sites will specialize in
assisting taxpayers. By telephone and correspondence, IRS employees at these sites will
interact with taxpayers, helping them on matters ranging from understanding the tax laws
to resolving problems with their accounts.
Telephone operations formerly managed by IRS District offices will now be
unified in the Customer Service organization. This reflects the IRS's increased emphasis
on telephone communications with taxpayers via toll-free numbers.
Placing all telephone operations under the Customer Service umbrella allows the
IRS to standardize procedures and helps position the agency to implement new technology
"This type of customer-oriented specialization will help us transform the
IRS into an agency that responds to the needs of taxpayers," Rossotti said. In the
long run, people will see benefits from improved service and greater efficiency."
In the short term, the management changes at the new sites will be internal,
and they should be transparent for taxpayers and tax practitioners doing business with the
IRS. For IRS employees, the management change will have no impact on the number of jobs.
In the future, the agency plans other major changes for the Customer Service
and Submission Processing sites. The Customer Service and Submission Processing operations
located at five Service Centers will be dedicated to serving individual taxpayers through
the new Wage and Investment Division. The remaining sites will be dedicated to taxpayers
served by the Small Business and Self-Employed Division.
The realignment will take place at call sites and at 10 Service Centers across
the nation: Andover (Mass.), Atlanta, Austin, Brookhaven (N.Y.), Cincinnati, Fresno,
Kansas City, Memphis, Philadelphia and Ogden (Utah). The series of changes forms part of
the broader IRS modernization effort. The IRS is shifting from a geographic-based
organization in 33 local Districts to a customer-based structure built around four major
groups of taxpayers.
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