The office will work with all IRS business units to focus on taxpayer transactions with the IRS across the service, compliance and other program areas

It will also “identify changing taxpayer expectations and industry trends, focus on customer service best practices, and promote a consistent voice and experience across all taxpayer segments by developing agency-wide taxpayer experience guidelines and expectations,” the agency said in its announcement.

Near-term areas of improvement include expanding customer callback, expanded payment options, secure two-way messaging and more services for multilingual customers