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FY24−25 Priority Goal

World Class Customer Service

Goal leaders


To achieve

Deliver world class service by increasing taxpayer access to online accounts and self-service tools, implementing paperless processing of paper-filed forms and documents, and expanding customer outreach to traditionally underserved communities. By September 30, 2025, Treasury will:

  1. Enhance Online Account features to provide greater payment functionality for individual and business taxpayers and their authorized representatives.
    1. Increase the number of payments being made by taxpayers through their IRS online account by 4%.
  2. Expand digitalization efforts to enable taxpayers to securely resolve issues by digitally sharing correspondence, forms, and responses to notices via computer or smart device
    1. Achieving this expansion will enable taxpayers to e-File 20 additional tax forms resulting in up to 4 million additional tax documents to be filed digitally every year.
    2. Achieving this expansion will enable up to 125 million paper documents to be submitted digitally per year.
  3. Expand taxpayer outreach and education by increasing partnerships within the tax ecosystem and expand the provision of free tax return preparation through the Volunteer Income Tax Assistance (VITA) and Tax Counseling for the Elderly (TCE) programs for traditionally underserved communities. Expansion would result in:
    1. An increase of 5% in returns prepared by VITA and TCE volunteers.
    2. An approximate 10% increase in IRS outreach activities being held in traditionally underserved communities.