Click on the High Impact Service Provider below to learn more about the actions they’re taking to improve customer experience and performance of designated services.

About this HISP

The Internal Revenue Service (IRS) processed more than 240.2 million Federal tax returns and supplemental documents in 2020, collecting close to $3.5 trillion in gross taxes and issuing almost 122 million refunds.

Designated Services


IRS sends surveys to those who visit

Q3 2021

Q2 2021

Q1 2021

About this HISP

The Treasury Department is the executive agency responsible for promoting economic prosperity and ensuring the financial security of the United States. In addition the the IRS, the Treasury Department is made up of several agencies and bureaus including the Bureau of Fiscal Service (BFS). In 2020, supporting multiple COVID-19 relief efforts, BFS disbursed 1.4 billion payments totaling more than $5.4 trillion – making up 89% of all Federal payments, including IRS tax refunds, Social Security and Supplemental Security (SSI) benefits, Federal salary payments and retirement benefits, Veterans benefits, and vendor payments. Additionally, BFS has issued $98.1 billion in Treasury retail securities, and redeemed $114.7 billion in Treasury securities.

This HISP was newly designated and will complete action planning in FY22.

Designated Services

This HISP was newly designated for FY22 and will identify services for customer feedback reporting by December 31st, 2021.