Improving Customer Experience (OMB Circular A-11, Section 280 Implementation)

In March 2018, the Administration of President Trump launched the President’s Management Agenda (PMA) and established new Cross-Agency Priority (CAP) Goals. These Presidential actions and requirements establish an ongoing process of collecting customer insights and using them to improve services. This new request will enable the Internal Revenue Service to act in accordance with OMB Circular A-11 Section 280 to ultimately transform the experience of its customers to improve both efficiency and mission delivery and increase accountability by communicating about these efforts with the public.

The latest form for Improving Customer Experience (OMB Circular A-11, Section 280 Implementation) expires 2023-07-31 and can be found here.

A11-20-1 Field Assistance Appointment Services Toll-Free Survey

Federal Enterprise Architecture: General Government - Taxation Management