Understanding that filling out tax forms doesn’t rank as a favorite activity for most people, the Internal Revenue Service initiated new information campaigns during the 2017 tax season to ensure good customer experience throughout the process. By making it easier for taxpayers to request and receive assistance, the IRS also eased the burden on agency employees who work with citizens who need help with complex tax issues.

In our latest issue brief, we worked with Accenture Federal Services to examine how the IRS overcame significant budget and staffing constraints to get ahead of customer questions and improve customer understanding and experience.