January 27, 2000
IRS Requests Comments on Balanced Measures
WASHINGTON - The Internal Revenue Service is inviting comments from taxpayers and tax
professionals on specific measures in the agency’s new Balanced Measurement System.
Developing and implementing a balanced set of performance measures is a key component of the
IRS’s modernization effort and its renewed commitment to customer service. Input from the public will
be used in the continuous improvement of the measures.
The IRS Balanced Measurement System includes measures of organizational performance that
will help balance customer satisfaction, employee satisfaction and business results (both quality and
quantity).
Over the last year, as part of the balanced measurement system, the IRS has conducted customer
satisfaction surveys with taxpayers and has administered an employee satisfaction survey. The survey
dat a will be used wit h business result s dat a to ensure a balanced approach t o organizat ional performance
measurement.
he majority of IRS managers and employees have received training in the
balanced measurement approach. Managers will be accountable for actions they take in
support of the organizational goals. Balanced measures will help managers identify areas
for improvement. The IRS has published an Internal Revenue Manual (IRM) 105.4 to
address managing in a balanced measurement environment.
The IRS welcomes comments on the specific balanced measures as part of the
modernized IRS. The IRS will make the comments available to the public. Therefore,
commentators should not include personal tax data or other information that
they do not want disclosed. Comments are requested by February 29, 2000 and
may be sent to the Internal Revenue Service, Attn: C:DO:OPME (Office of Organizational
Performance Management), Room 1136, Washington, DC 20224. Comments may also
be submitted electronically through the Newsstand section of the IRS Web site,
http://www.irs.gov.
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