Table of Content

• Visions


• Missions
• Mission [1]


• Values
• Value [1] Citizen Centricity
• Value [2] Customer Service
• Value [3] Efficiency
• Value [4] Expediency
• Value [5] Convenience


• Goals
• SIGNATURE INITIATIVE: ELECTRONIC TRANSCRIPT DELIVERY APPLICATION ON IRS.GOV
• SI 1: Feedback
• SI 1.1: Usability
• SI 1.2: Industry and Business Needs
• SI 2: Best Practices
• SI 2.1: Web Self-Service Application
• SI 2.2: Digital Signature
• SI 2.3: Turnaround Time
• SI 2.4: IRS.gov Content
• SI 3: Metrics and Standards
• SI 3.1: Delivery and Status
• SI 3.2: Turnaround Time
• SI 3.3: Call Volume
• SERVICE 1: ELECTRONIC PAYMENTS TO BENEFICIARIES
• S 1.1: Feedback
• S 1.1: Direct Express
• S 1.2: Benefit Recipient Outreach
• S 1.3: Customer Experience
• S 2.1: GoDirect Call Center
• S 2.2: Multiple Benefit Payment Types
• S 2.3: Metrics and Standards
• S 2.3.1: Wait Times and Abandon Rates
• S 2.3.2: Performance Measures and Accountability
• S 2.4: Process Streamlining
• S 2.4.1: Paper Checks
• SERVICE 2: PERMITS ONLINE
• S 2.1: Feedback
• S 2.1.1: E-Mail Address
• S 2.1.2: Promotion
• S 2.1.3: Customer Service Surveys
• S 2.1.4: Association / Industry Events
• S 2.2: Best Practices
• S 2.2.1: Online Guidance
• S 2.2.2: Webinar
• S 2.2.3: Training / Reference Guide
• S 2.2.4: Refresher Training
• S 2.2.5: Wait Time Tracking
• S 2.2.6: Response Times
• S 2.2.7: Recommendations
• S 2.3: Metrics and Standards
• S 2.3.1: Processing Times
• S 2.3.2: Service Timeframes
• S 2.3.3: Bottlenecks and Improvements
• S 2.4: Streamlining
• S 2.4.1: Eligibility
• S 2.4.2: Processing Time
• S 2.4.3: Issues / Problems
• S 2.4.4: Enhancements
• S 2.4.5: Mailing Costs and Filing Space
• SERVICE 3: VIDEO COMMUNICATIONS TECHNOLOGY AS A SERVICE DELIVERY ALTERNATIVE
• 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