SERVICE 3: VIDEO COMMUNICATIONS TECHNOLOGY AS A SERVICE DELIVERY ALTERNATIVE

Use video communications technology to provide a service delivery alternative outside of IRS facilities.

Other Information:

Overview: To test the use of video communications technology to provide a service delivery alternative outside of IRS facilities, increase access to face-to-face service where currently unavailable and improve the timely delivery of services and case resolution. Key Customer Groups: Taxpayers that seek in-person delivery of services or issue resolution. Challenges: There is a segment of the taxpaying population who has become accustomed to an “in-person” channel of service. The pilots will test the viability of interacting with these taxpayers in a virtual environment. Featured Actions: To deploy video communications technology to connect taxpayers and IRS employees in a service interaction. The IRS will deploy this technology in 15 customer facing locations, where taxpayers will walk-in to receive services. The customer facing locations will be supported by 27 locations where IRS employees will deliver services. Pilot scenarios will: * leverage established partner sites as an alternate service delivery location (e.g., Volunteer Income Tax Assistance and Low Income Tax Clinics); * establish a virtual presence in geographic areas with no staff or few staff; and * supplement with virtual service delivery option at sites that are understaffed and sites that have high taxpayer traffic. Pilot success will be measured by reduction in taxpayer wait times, improvement in customer satisfaction, reduction in administrative costs, and increase in timely delivery of services.

Stakeholder(s):

• Internal Revenue Service (IRS)


• Taxpayers: Taxpayers that seek in-person delivery of services or issue resolution.

Objective(s):

S 3.1: Feedback

S 3.1.1: Experience and Satisfaction

S 3.1.2: Usability Testing

S 3.2: Best Practices

S 3.2.1: Video Communications Technology

S 3.2.2: Partnerships

S 3.3: Metrics and Standards

S 3.3.1: Wait Times

S 3.3.2: Access

S 3.4: Streamlining

S 3.4.1: Tax Cases Resolution

S 3.4.2: Partnerships

S 3.4.3: Walk-In Assistant Centers

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