Open Recommendations

Establish procedures for Appeals managers conducting case reviews to specifically review the law and administrative review performed by the Appeals officer to determine if it was conducted appropriately.

The Chief, IRS Independent Office of Appeals, should require for CDP hearings that prohibited levies are recorded in the Case Activity Reports.

The Commissioner, Large Business and International Division, should develop a process to **************************************************************************** *************************************************************************************************** *****************************************************.

The Chief Taxpayer Experience Officer should oversee all customer satisfaction surveys to help ensure that the IRS follows existing Federal guidance for tracking survey feedback.

The Chief Taxpayer Experience Officer should collaborate with division management to ensure that the concerns raised by the survey results are: 1) shared Service-wide; 2) considered in system and process improvements; and 3) evaluated to determine the effects of the improvements on the customer experience, including customer satisfaction.

The Chief Taxpayer Experience Officer should coordinate with division management to administer surveys on consistent delivery and reporting schedules throughout the IRS, when applicable.

The Chief Taxpayer Experience Officer should coordinate with division management to monitor and improve survey quality to reduce nonresponse bias as well as ensure that taxpayers have access to customer satisfaction surveys.

The Commissioner, TE/GE Division, should assess evolving technologies and customer preferences for survey delivery.

The Chief Taxpayer Experience Officer should collaborate with division management to develop and track customer satisfaction survey goals to reflect the priorities outlined in the Balanced Performance Measurement System.

The Chief Taxpayer Experience Officer should coordinate with division management to establish an enterprise-wide approach to provide an easy, direct way for taxpayers to alert management about unprofessional IRS employee behavior.

The IRS Human Capital Officer should require the ongoing periodic quality review of contractor employee separation actions performed by the CORs to ensure that they 1) timely prepare and submit Form 14604, 2) complete all steps specified on the Form, and 3) document all required separation steps in the SCC record.

The Chief Information Officer, in conjunction with the Chief Operating Officer, should implement more prohibitive controls for allowing users to ******************* ****************

The Chief Information Officer, in conjunction with the Chief Operating Officer, should revise the DLP rules to be more restrictive to help prevent intentional data exfiltration.

The Chief Information Officer, in conjunction with the Chief Operating Officer, should continue to ensure that the managers and executives responsible for reviewing and approving BEARS ********************** requests carefully review all requests and only approve requests with sufficient and appropriate responses to the required questions.

Update Revenue Procedure 2013-14 to include the language found in the Treasury Regulation § 301.7216-3 that the consent statement must identify the purpose of disclosure and specific recipient(s).

Evaluate whether any clarifications or updates to Revenue Procedure 2013-14 or Treasury Regulation § 301.7216-3 are needed to address concerns or raise awareness of data sharing practices with tax software companies that use pixels.

The Chief Information Officer should ensure that the cloud system immediately completes its pilot program and that an ATO memorandum is approved for the system to remain in production.

The Chief Data and Analytics Officer should develop procedures to ensure that all CDW servers are included in configuration compliance scans as required.

Establish procedures and controls to ensure that the appropriate field in AIMS is updated to include the taxpayer’s reported TPI plus unreported income identified during the examination in order to develop a measure of post-audit TPI.

The Commissioner, LB&I Division, should review the Division’s examination procedures to determine whether changes are needed in support of effective tax administration for large complex taxpayers e.g., large multinational corporations. This should include, but not be limited to, the use of the Economic Substance Doctrine, Principles of Collaboration, and the CAP program.

Subsequently remind agencies with late-filed SSRs or CAPs of best practices at least 60 days prior to their next scheduled filing due date, and that they may request a filing extension at least 30 days before their scheduled due date if extenuating circumstances exist.

Offer standardized training to any new HOA on the safeguard review process and best practices for submitting agency documentation.

Update policies to require follow-up with State agencies concerning any unsubmitted mitigation plans after their mitigation plan due dates have passed.

Develop procedures to ensure that finding information is accurately documented in the PFR, the SRR, and eCase as well as that case updates, case notes, relevant correspondence, and mitigation plan receipt dates are accurately documented in eCase.

Send an annual reminder to all State agencies to notify staff of their responsibility to report data incidents within 24 hours of identification.