IRS Employee Evaluations: Opportunities to Better Balance Customer Service and Compliance Objectives

A letter report issued by the General Accounting Office with an abstract that begins "Pursuant to a congressional request, GAO reviewed the extent to which the Internal Revenue Service (IRS) employee evaluation system can support the new mission statement during the period IRS will need to revamp its performance management system, focusing on: (1) determining the relative emphasis on revenue production, efficiency, and customer service in enforcement employees' annual written evaluations; (2) identifying features of the evaluation process that might be used to greater advantage to reinforce the importance of customer service; and (3) describing IRS initiatives to promote customer service, including those to encourage enforcement employees to be taxpayer oriented.