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IRS to hire 1,700 new employees

The Internal Revenue Service is planning to hire 1,700 full-time customer service representatives to help the agency assist with implementing the new tax law, Government Executive reports.

Speaking at the National Association of Enrolled Agents, a group of certified tax advisors, Acting IRS Commissioner David Kautter said the agency is worried about being able to train and hire the workers in time for the next tax season, as the federal civil servant hiring process can be a long and onerous process, according to the article, which added that the hiring effort will also focus on retention and hiring employees with advanced skillsets.

The agency expects it will need 40,000 hours of training and outreach events to find employees to handle an estimated 4 million additional phone calls (a 17 percent increase), as a result of the new tax rules, the report notes.

Reader comments

Wed, Jun 6, 2018

I hope the new employees are more compassionate than the cuurent ones. When trying to communicate with IRS they are rude and rarely answer their phones.

Wed, Jun 6, 2018 Ken Pilecek Pennsylvania

Use automation in lieu of or adjunct to people 1. multilingual speech rec [IVR] intelligent app [AI] 2. Web self-service using same databases 3. Skills based CSR roting to best qualified agent 4. Help Desk/ Trouble Ticket/ Case Mgmt for difficult questions 5. all of preceding being on a separate cloud based system 6 using Analytics and Machine Learning to keep gaining insights & serving Citizen's better

Wed, Jun 6, 2018

If the new tax law is so simple, why does it require 1700 more employees to administer it?

Wed, Jun 6, 2018 Tam

If these openings are thru OPM interested employees might as well be prepared for a 5 year wait.

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Contributors

Edward A. Zurndorfer Certified Financial Planner
Mike Causey Columnist
Tom Fox VP for Leadership and Innovation, Partnership for Public Service
Mathew B. Tully Legal Analyst

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