Customer Satisfaction Survey Implementation Plan Indian Tribal Governments

APPENDIX

Customer Satisfaction Survey (Advance Letter)

IRS

SE:T:GE:ITG

1111 Constitution Ave., N.W.

Washington, DC 20224

Dear [insert tribe’s name]

The Office of Indian Tribal Governments, within the Internal Revenue Service, has been established to provide all of the services you need in order to fully administer federal tax laws. In addition, we seek to provide tribes with information to further their economic development without risk of federal tax concerns. It is very important that the Office of Indian Tribal Governments understand your opinion of our operations. To get your opinions, we will soon send you a questionnaire to ask you about how well we are doing our job. In the next few weeks, your survey will arrive in the mail.

We hope you will cooperate with us and complete the survey, as your responses will help us better serve your needs in area of federal tax administration. We guarantee that all responses will remain anonymous. We would appreciate it if you would base your responses on your experiences with the Office of Indian Tribal Governments within the past year. Your participation is voluntary and it should take approximately 12 minutes to complete the survey

If you have any questions or comments about this survey please contact us at [Provide Phone Number] or you may write to us at the following address [Insert Address]. You can also contact us if you would like a copy of the survey results. Thank you in advance for spending your valuable time to help the Office of Indian Tribal Governments better serve your needs.

Sincerely,

XXXXXXX

XXXXX

Enclosure

DEPARTMENT OF THE TREASURY

INTERNAL REVENUE SERVICE

Office of Indian Tribal Governments

P.O. Box 227
Buffalo, New York 14225

TAX EXEMPT AND

GOVERNMENT ENTITIES DIVISION

Dear

The Office of Indian Tribal Governments is responsible for the administration of federal tax laws as they relate to federally recognized Indian tribes and their entities. To assist in our efforts, we seek to partner with tribes to improve our operations to ensure that we address federal tax issues while minimizing intrusion and burden.

As part of that process, we want to secure your opinion of our operations via the attached survey that was developed with input from tribal representatives. We are asking each tribe to complete this survey, as the responses will help us better serve your needs in the area of federal tax administration. All responses will remain anonymous. We would appreciate it if you would base your responses on your tribe’s experiences with the Office of Indian Tribal Governments within the past year. In that regard, we ask that those individuals who have responsibility for federal tax issues be involved in the completion of the survey. This would most likely include financial officers, tribal administrators and accountants, casino managers, payroll officials, and similar positions. Even though several individuals may assist in the completion of the survey, only one survey form should be completed. We have identified you as the recipient of the survey form for your tribe, but ask that you include input from others who have involvement in federal tax issues. Your participation is voluntary and it should take approximately 12 minutes to complete the survey.

We have enclosed a self-addressed stamped envelope for returning the survey, and we ask that you mail the survey to us no later than August 31, 2007. The survey results will be posted to our web site at www.irs.gov/tribes, along with a summary of steps that we will take to address opportunities for improvement that are identified from an analysis of the feedback.

If you have any questions or comments about this survey please feel free to contact me at (202) 283-9800, or you may write to us at the address shown above. Thank you for your valuable time to help the office of Indian Tribal Governments better serve your needs.

Sincerely,

Christie Jacobs

Director

Enclosures:

Survey

Envelope

Proposed Script for follow-up phone calls with Tribes

Survey administrator (places call to Accounting/Finance Department within Tribe). A master sheet of contacts will be maintained to ensure that each non-respondent is contacted only once.

READ. Hi, my name is ____________, and I work for the Office of Indian Tribal Governments within the IRS. [Verify that you are speaking with a representative from the Accounting/Finance Department. If not, ask the individual to transfer you to this office and/or ask for a contact person/phone number. If the Tribal leadership prefers to designate someone else, you must work with that individual].

My office recently mailed you a customer satisfaction questionnaire to get your feedback on how well are serving your needs in the area of federal tax administration.

[You may need to remind them of who we are and what we have mailed, i.e., we are an office within the IRS that is responsible for helping federally recognized tribes meet their federal tax obligations. Our office recently mailed a questionnaire to their tribe. We want them to let us know how well we are doing our job. This feedback will help us improve the products/services we provide.]

READ. Have you returned the questionnaire to us?

=>Yes, thank them for their cooperation and mention the results will be posted on our web site (provide website address). DISCONTINUE CALL.

=>No, ask them if they would be willing to take a few minutes to answer the questions over the telephone. It should take no more than 10 minutes.

=>Yes, proceed to the questionnaire and read the directions/questions. Periodically remind the respondent of the scale. At the conclusion of the questionnaire, thank the respondent for their time and remind them the survey results will be posted on our web site (provide web site address).

=>No, ask them if there would be a better time to call back. If they refuse to cooperate over the phone, you should encourage them to complete the questionnaire that was mailed to them. Thank them for their time. DISCONTINUE THE CALL.

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