Section 1 Ban on IRS bonuses until IRS develops comprehensive customer service strategy
In general— The Secretary of the Treasury, and the Secretary’s delegate, may not pay a bonus, award, or similar cash payment to any employee of the Internal Revenue Service until the Secretary, or the Secretary’s delegate, develops and submits to Congress a comprehensive customer service strategy that has been reviewed and approved by the Treasury Inspector General for Tax Administration. Such strategy shall include—
appropriate telephone and correspondence levels of service, which shall be based on service provided by the best in business and customer expectations;
a thorough assessment of which services the Internal Revenue Service can shift to self-service options; and
proposals to improve customer service in the short term (the current and following fiscal year), medium term (approximately 3 to 5 fiscal years), and long term (approximately 10 fiscal years).
Progress reports— The Secretary of the Treasury, or the Secretary’s delegate, shall submit reports to the Congress on the status of its customer service strategy and actions taken to improve customer service. Such reports shall be submitted on a semiannual basis until the comprehensive customer service strategy under subsection (a) is fully implemented.
Consultation with Taxpayer Advocate— In developing the comprehensive customer service strategy pursuant to this section, the Secretary, or the Secretary’s delegate, shall consult with the National Taxpayer Advocate.