TAS’s current case and systemic issue management systems have not kept pace with innovations in technology such as the ability to interact with taxpayers. Developing a new system is essential for TAS to provide quality taxpayer service and enhance employee efficiency. In Fiscal Year (FY) 2024, TAS began a large-scale effort to design a new system that combines case and systemic management issues to improve TAS’s interactions with taxpayers and the quality of service. The new system and transformation of processes will use technology to improve the efficiency of providing taxpayer service, enhance electronic document management, and ensure employees have the tools necessary to successfully advocate and communicate with taxpayers, their representatives, and congressional offices in the manner requested. The system will provide enhanced analytics to support TAS in promptly identifying systemic issues to effectively influence tax administration. TAS has identified many new system requirements (i.e., statements that explain the desired functionality of the system) that will help to preserve our most precious resource of TAS employees’ time, support communication with taxpayers, and improve advocacy through enhanced knowledge sharing.

In FY 2025, TAS will continue to protect taxpayers’ right to quality service by deploying the new case and systemic issue management system to improve the customer experience. But deploying a new system is no small task. TAS will need to train employees and revise many policies and Internal Revenue Manual (IRM) sections. The new system will be transformational for TAS employees and taxpayers; it will modernize work processes, eliminate redundant steps, and most importantly, allow TAS employees to spend more time interacting with taxpayers and meeting our core mission of advocating for taxpayers.