United States Government Accountability Office GAO November 2010 Report to the Secretary of the Treasury _part5 pptx

Management Discussion and Analysis
Page 49 GAO-11-142 IRS’s Fiscal Years 2010 and 2009 Financial Statements




INTERNAL REVENUE SERVICE
Management Discussion and Analysis
For the Fiscal Year Ended September 30, 2010
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tax filing process.
Actions Planned or Underway for FY 2011 and Beyond:
• Provide a toll-free number for taxpayer transcript request.
• Provide a system that will accommodate all levels of teletype (TTY) users.
• Continue to utilize IRS partners to disseminate information and simplify forms and
the tax filling process.
• Increase the number of Limited English Proficiency (LEP) products.
• Continue outreach efforts with advocacy groups that serve and support the
visually and hearing impaired.
• Continue to engage partners in support of special service days.
• Engage national and local partners in providing feedback on how the tax filing
process can be improved.
Human Capital
The IRS’s ability to meet
expectations in personnel
management area, such
as recruiting, training, and
retaining employees.
Actions Taken:
• Launched a job search tool on YouTube to provide the public with information on
employment opportunities with the IRS. “Working at the IRS,” provides

information about various career paths available and features “Day in the Life”
videos in which IRS employees discuss their jobs, the diversity of the IRS
workforce, and the culture of the agency.
• Developed an overall strategy for improving the coaching and mentoring skills at
all leadership levels, including implementation of an internal coaching certification
program and core workshops for all leaders.
• Implemented a streamlined hiring process that incorporates full capabilities of
automated ranking and rating.
• Developed an Accelerated Leadership Program pilot to test a “fast track” training
program for identified high potential candidates.
• Increased the emphasis on veteran hiring, with veterans comprising 11% of total
hires in FY10, up from 9% in FY09 and 7% in FY08.
• Launched the Schedule A website recruiting, hiring, developing, retaining, and
promoting individuals with disabilities.
• Completed 41 of 58 Workforce of Tomorrow recommendations that address the
most significant workforce challenges facing current employees and managers.
Actions Planned or Underway for FY 2011 and Beyond:
• Implement the Accelerated Leadership Program pilot to test a “fast track” training
program for identified high potential candidates.
• Finalize a strategy to further IRS as the Best Place to Work in Government.
• Continue to improve processes and leverage systems to streamline hiring.
• Continue the use of cutting edge technologies and communication tools to
increase the breadth of recruitment to better deliver a diverse applicant pool that
is reflective of the IRS workforce.
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