TXO Mailbox Action Plan

Internal Revenue Service, Taxpayer Experience Office

Issue:

Taxpayers are frequently looking for ways to contact the IRS to resolve their tax problems, often outside of the normal channels such as the Online Account or customer service representatives. One taxpayer found an email for the Taxpayer Experience Office (TXO) and emailed us a request to thelp them with an issue they were having. The problem was that the TXO worked on systemic issues, not individual taxpayer ones. It also involved the handling of sensitive taxpayer information. This was considered a crisis since it involved time-sensitive taxpayer information.

Goal:

TXO needed a document that outlined the steps that the Community Engagement Branch would undertake to assist the taxpayer to the best of their ability. This included cross-coordinating with other TXO branches and other departments within the IRS who could assist the taxpayer. It also involved crafting messaging to send to the taxpayer themselves.

Solution:

Drawing on my process documentation background, I created a document that would assign responsibilities to other TXO colleagues. Each person would take a specific part of the plan and I would lead the overall execution of it. Doing this, we were able to guide the taxpayer to a department that could assist them.

• Action plan for TXO Mailbox -FINAL.docx (1).pdf (102 KB)