without these metrics, the irs can\u2019t really know whether it is measuring los or lol, whether the progress is substantive or illusory.<\/p>\n

human-centric design<\/strong><\/p>\n

trouble is, the current los metrics \u2013 for phones, anyway \u2013 are quantitative, not qualitative.<\/p>\n

what really counts is quality.<\/p>\n

in her annual report to congress, released this january, collins called for \u201chuman-centered design.\u201d<\/p>\n

\u201chuman-centered design creates products and services around the needs, wants, perspectives and behaviors of people. it uses empathy and understanding to meet the needs of users, looking more at the nuances of individuals\u2019 behaviors and experiences than opinions. a core component of human-centered design is to learn what customers need using qualitative research methods such as interviews, firsthand observation and focus groups … the irs needs a focused approach to improve the taxpayer experience, as some segments of the taxpaying population face unique challenges in getting access to the information and services needed to comply with their tax obligations.\u201d<\/p>\n

the lack of a strategic human-focused design may be one cause of a tactical error that created a service problem by solving the phone problem. to meet the goal of an 85 percent los, the irs moved thousands of csrs from processing returns to answering the phones.<\/p>\n

1.27 million idle hours<\/strong><\/p>\n

csrs were able to dedicate 3.73 million hours staffing the phones. but with the rate of calls ebbing and flowing, the csrs spent 1.27 million idle hours just waiting for the phone to ring. meanwhile, the work on tax returns lagged. the result: dissatisfied customers (and more phone calls).<\/p>\n

to call this shift an error isn\u2019t quite accurate. short on funds and staff, the irs was forced to shift rather than hire.<\/p>\n

still, with some forethought, creative problem-solving and human-centric design, irs management might have been able to enable csrs to work on returns during lulls in phone traffic.<\/p>\n

better technology would help, too. csrs can\u2019t access the answers that are elsewhere in the system. for example, they can\u2019t even see the notices and letters the irs has sent to a given taxpayer.<\/p>\n

the irs has a lot to grapple with to improve service to a point where taxpayers aren\u2019t frustrated, angry and distrustful. the u.s. tax systems depends on taxpayer cooperation. the irs needs to do some human-centric research to identify the problems that actually need to be solved.<\/p>\n","protected":false},"excerpt":{"rendered":"