Transformation of the Irs
Running head: TRANSFORMATION AT THE IRS
Transformation at the IRS
Antonio D. Tancredi, Isaac Trinidad, John Rodgers
Stacey Cotton Matthews, Steven Gill
Grand Canyon University
AMP-492
January 28, 2012
Transformation at the IRS
The manager may have the power to change an organization’s policies with the stroke of a pen but changing a deep-rooted culture may be the managers’ toughest task. Commissioner Charles Rossotti realized the task before him and the commitment it would take to produce the necessary changes at the Internal Revenue Service (IRS). Rossotti had to win the hearts and minds of the people that work at the IRS, politicians, and the American People to convince them that his proposed changes would produce a flatter organization, customer service oriented and up to date technology. The evaluation of the Transformation of the IRS case study will examine the stakeholders, what prompted the change, why the change was controversial, why the IRS considered outsourcing, and how Kotter’s 8-step model could be used in this transformation. The primary stakeholders are the IRS, United States Government, and the American public. The IRS is the number one stakeholder because they are the collectors; they collect the taxes and fund the Government. The Government is a stakeholder because they depend on the IRS as their main source of income. The taxes collected fund the government and allow it to function. The American public is a stakeholder because they pay income taxes to fund the government through the IRS.
Prior to 1998, the main focus for the IRS was to collect the taxes by whatever means necessary. After that date, it became mandated that they would provide a service to its customers first, and collect the taxes second. One of the main issues with dealing with the American public as a customer is the diversity ranging from individuals, small businesses, self-employed, large corporations, government entities and non-profit organizations.
Transformation at the IRS
Antonio D. Tancredi, Isaac Trinidad, John Rodgers
Stacey Cotton Matthews, Steven Gill
Grand Canyon University
AMP-492
January 28, 2012
Transformation at the IRS
The manager may have the power to change an organization’s policies with the stroke of a pen but changing a deep-rooted culture may be the managers’ toughest task. Commissioner Charles Rossotti realized the task before him and the commitment it would take to produce the necessary changes at the Internal Revenue Service (IRS). Rossotti had to win the hearts and minds of the people that work at the IRS, politicians, and the American People to convince them that his proposed changes would produce a flatter organization, customer service oriented and up to date technology. The evaluation of the Transformation of the IRS case study will examine the stakeholders, what prompted the change, why the change was controversial, why the IRS considered outsourcing, and how Kotter’s 8-step model could be used in this transformation. The primary stakeholders are the IRS, United States Government, and the American public. The IRS is the number one stakeholder because they are the collectors; they collect the taxes and fund the Government. The Government is a stakeholder because they depend on the IRS as their main source of income. The taxes collected fund the government and allow it to function. The American public is a stakeholder because they pay income taxes to fund the government through the IRS.
Prior to 1998, the main focus for the IRS was to collect the taxes by whatever means necessary. After that date, it became mandated that they would provide a service to its customers first, and collect the taxes second. One of the main issues with dealing with the American public as a customer is the diversity ranging from individuals, small businesses, self-employed, large corporations, government entities and non-profit organizations.
References: American Jobs Creation Act of 2004, Pub. L. No. 108-357, 118 Stat. 1418. Edmondson, A.C., & Frei, F.X. (2002) Transformation at the IRS Fair Debt Collection Practices Act, Pub U.S.C. § 1692). Murray, Teresa D. (February 2010) As e-filing turns 20, IRS trying to win over remaining third of taxpayers from paper returns from http://www.cleveland.com/business/index.ssf/2010/02/as_efiling_turns_20_irs_tryin.html Palmer, I; Dunford, R., & Akin, G (2009) Journal. Retreived January 18, 2012 from http://www.hbtlj.org/v05/v05Resnickar.pdf What Is Outsourcing? Sourcing Magazine (January, 2012)