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| Author: | Rossotti, C. O. |
| Title: | CUSTOMER-IZING THE IRS |
| Journal: | Strategy and business
2001 : 23, p. 106-117 |
| Index terms: | TAXATION TAX COLLECTION REVENUE CUSTOMERS ORGANIZATIONAL STRUCTURE |
| Language: | eng |
| Abstract: | Internal Revenue Service (IRS) collected $2 trillion in taxes last year. But IRS has fewer than 118,000 employees. The authors ask the question whether the IRS has ranked among the best-managed and most efficient organizations on earth. The authors provide the answer - unfortunately, it has not. The authors adopted a four-phase approach to designing and implementing a new organizational structure for the agency. In Phase 1 IRS experts worked with the consultants to assess the modernization concept, define the new organizational architecture, and outline the transformation program. In Phase 2A they moved to engage a broader set of IRS leaders. In Phase 2B they put more detail into the plans and to determine how to go about implementing them. During Phase 3 each division completed its staffing. |
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