TREASURY INSPECTOR GENERAL FOR TAX
ADMINISTRATION
THE INDIAN TRIBAL GOVERNMENTS OFFICE
HAS DEVELOPED AN EFFECTIVE CUSTOMER SATISFACTION SURVEY PROCESS
Issued on August 24, 2007
Highlights
Highlights of
Report Number: 2007-10-135 to the Internal Revenue
Service Commissioner for the Tax Exempt and
Government Entities Division.
IMPACT ON TAXPAYERS
Customer satisfaction is an
integral part of the Internal Revenue Service’s (IRS) mission of providing American taxpayers with
top-quality service. Indian Tribal Governments
office management accurately captured, analyzed, and interpreted customer
feedback and took appropriate actions to improve customer service in response
to the survey responses. More importantly,
based on the responses to the customer satisfaction survey, Indian Tribal
Governments office customers have indicated an overall increase in satisfaction
with the products and services provided by the office.
WHY TIGTA DID THE AUDIT
This audit
was initiated at the request of Tax Exempt and Government Entities Division
management. The Indian Tribal Governments
office administers Federal tax laws for the 562 Federally recognized Indian
tribes and their approximately 2,500 related entities. Instead of using an outside vendor, employees
and managers of the Indian Tribal Governments office began developing a
customer satisfaction measurement and improvement process in Fiscal Year 2001,
performed the first customer satisfaction survey in Fiscal Year 2003, and has
conducted surveys each fiscal year thereafter.
The survey is part of the IRS’ Balanced Measurement System and is used
to ensure customer satisfaction issues and needs are considered and addressed
in organizational planning, budgeting, and review activities.
The
overall objectives of this audit were to determine whether the Indian Tribal
Governments office customer satisfaction survey process produced valid and
useful results to measure customer satisfaction and whether Indian Tribal
Governments office management used the survey data effectively to respond to
customer concerns.
WHAT TIGTA FOUND
The Indian Tribal Governments
office’s customer satisfaction survey process is consistent with applicable
guidelines. In addition, the IRS obtained
the required approvals from the Office of Management and Budget before
soliciting customer satisfaction information from taxpayers.
The customer
satisfaction survey results are valid and useful. For example, survey questions are consistent
with the services provided, and survey results are accurately transcribed by
the Indian Tribal Governments office. In
addition, management responds to customer satisfaction feedback data. Indian Tribal Governments office management
ranks the customer satisfaction survey results to prioritize customer concerns
and to identify actions needed to address these concerns. Examples of actions taken to address customer
satisfaction concerns include redesigning the Indian Tribal Governments office
Internet site and developing publications.
As a result, customer satisfaction scores are rising as office management
collects and acts upon valuable survey information.
WHAT TIGTA RECOMMENDED
No recommendations were made in
this report. However, key IRS management officials reviewed it prior to issuance and agreed with the
facts and conclusions presented.
READ THE
FULL REPORT
To view the report,
including the scope and methodology, go to:
http://www.treas.gov/tigta/auditreports/2007reports/200710135fr.html.
Email
Address: Bonnie.Heald@tigta.treas.gov
Phone Number: 202-927-7037
Web Site:
http://www.tigta.gov