IRS Independent Office of Appeals Releases 2024 Focus Guide, Prioritizes Improving Taxpayer Service

Internal Revenue Service

The Internal Revenue Service’s (IRS) Independent Office of Appeals has unveiled its Focus Guide for fiscal year 2024, emphasizing plans to enhance taxpayer service in its mission to resolve tax disputes fairly and impartially, thus avoiding litigation.

“Appeals’ participation in IRS transformation and modernization efforts is critical to effectively and efficiently serving taxpayers,” stated Liz Askey, Deputy Chief of Appeals. “By leveraging technology, we can reduce cycle time and improve both the taxpayer and employee experience.”

The Focus Guide aligns with the objectives of the IRS Strategic Operating Plan (SOP) and outlines several service initiatives for the coming year. These initiatives include:

  • Promoting digital platforms to improve communication between taxpayers and Appeals.
  • Advancing paperless processes and other modernization efforts.
  • Aiming for tax certainty earlier in the dispute resolution process.
  • Expanding access to in-person conferences and promoting video conferences for taxpayers who do not live near an Appeals office.
  • Collaborating with the tax practitioner community to provide continuing education opportunities for the Appeals workforce.

In line with the IRS’s recent achievements in paperless processing, Appeals is making efforts to simplify digital communication for taxpayers. Information about secure messaging is now included in letters to taxpayers, and these efforts will continue to ensure convenient case communication.

Insights were shared by tax practitioners with Appeals employees at the 2023 Practitioner Perspective series, with panel discussions focused on issues of mutual interest. Recordings of these discussions are now available online, and Appeals plans to continue these dialogues to optimize the taxpayer experience in Appeals cases.

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Appeals is also leading an initiative aimed at resolving cases at the earliest possible stage. In fiscal year 2023, the IRS sought public input to enhance dispute resolution programs.

Chief of Appeals Andy Keyso commented, “The IRS is focused on transforming the agency to resolve taxpayer disputes with legal certainty at the earliest possible stage. We’re looking forward to restructuring the alternative dispute resolution process this year to help achieve that objective, and we look forward to continuing to provide taxpayers an impartial administrative forum for resolving tax disputes without litigation.”

To accomplish these initiatives, Appeals will equip its workforce with the necessary tools, including training, technology, and new processes. The focus on recruiting and investing in training and technology for its workforce will support Appeals in achieving the goals outlined in its Focus Guide. As part of this, Appeals is currently hiring and will continue to concentrate on employee training and manager development to fortify its foundation of impartial, quality decision-making.

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