TAS Virtual Service Delivery (VSD) Project

Today’s Meeting Agenda Introductions Review the Specifics Next Steps Background Purpose What Will Change? Next Steps Questions

Background live in remote areas, have mobility issues or The NTA has long been a proponent of “telepresence” – a two-way videoconferencing environment to provide a face-to-face experience for customers who: live in remote areas, have mobility issues or are otherwise unable to travel to an IRS office for assistance, as evidenced in the 2008 and 2010 Annual Reports to Congress. TAS has been given the opportunity to participate in the IRS’s Virtual Service Delivery (VSD) pilot.

Background (continued) Nationwide, TAS currently maintains 65 geographic locations for face-to-face interactions between taxpayers/taxpayer representatives and Intake or Case Advocates, plus10 campus locations. TAS is statutorily required to assist taxpayers in resolving problems with the IRS, and must have a presence in every state. In order to satisfy our statutory obligations, TAS must explore innovative approaches to expand our coverage beyond our existing “brick and mortar” offices.

Purpose TAS will position video communication technology in the IRS office in Tampa, FL to be linked with the remote TAS support location in Jacksonville, FL. Mocked-Up Depiction

What Will Change? Impact on IRS employees at the service delivery site (i.e., Tampa) will be on NBU staff who will be make sure the video equipment is operational for taxpayer use. Impact on TAS bargaining unit (BU) employees at the support site (i.e., Jacksonville) will include using video communication equipment to interact with taxpayers. Impacted BU employees are currently required to provide service to taxpayers over the phone or in person. The primary impact on TAS employees involved in the VSD project will be in learning to operate the video communication equipment as well as some minor procedural and administrative responsibilities to capture information related to the project.

Questions?