Wage and Investment
Strategies and Solutions Behavioral Laboratory Customer Surveys and
Support
Extension without change of a currently approved collection
No
Regular
05/28/2020
Requested
Previously Approved
36 Months From Approved
01/31/2021
450,000
150,000
150,000
150,000
0
0
As outlined in the Internal Revenue
Service (IRS) Strategic Plan, the Agency is working towards
allocating IRS resources strategically to address the evolving
scope and increasing complexity of tax administration. In order to
do this, IRS must realize their operational efficiencies and
effectively manage costs by improving enterprise-wide resource
allocation and streamlining processes using feedback from various
behavioral research techniques. To assist the Agency is
accomplishing the goal outlined in the Strategic Plan, the Wage and
Investment Division continuously maintains a "customer-first" focus
through routinely soliciting information concerning the needs and
characteristics of its customers and implementing programs based on
the information received. W&I Strategies and Solutions (WISS),
is developing the implementation of a Behavioral Laboratory to
identify, plan and deliver business improvement processes that
support fulfillment of the IRS strategic goals. The collection of
information through the Behavioral Laboratory is necessary to
enable the Agency to garner customer and stakeholder feedback in an
efficient, timely manner, in accordance with the commitment to
improving taxpayer service delivery. Improving agency programs
requires ongoing assessment of service delivery. WISS, through the
Behavioral Laboratory, will collect, analyze, and interpret
information gathered through this generic clearance to identify
strengths and weaknesses of current services and make improvements
in service delivery based on feedback provided by taxpayers and
employees of the Internal Revenue Service.
EO: EO
12862 Name/Subject of EO: Setting Customer Service Standards
On behalf of this Federal agency, I certify that
the collection of information encompassed by this request complies
with 5 CFR 1320.9 and the related provisions of 5 CFR
1320.8(b)(3).
The following is a summary of the topics, regarding
the proposed collection of information, that the certification
covers:
(i) Why the information is being collected;
(ii) Use of information;
(iii) Burden estimate;
(iv) Nature of response (voluntary, required for a
benefit, or mandatory);
(v) Nature and extent of confidentiality; and
(vi) Need to display currently valid OMB control
number;
If you are unable to certify compliance with any of
these provisions, identify the item by leaving the box unchecked
and explain the reason in the Supporting Statement.