H.R. 5375House115th Congress (2017-2019)In Committee

To require the Secretary of the Treasury to submit to Congress a comprehensive customer service strategy for the Internal Revenue Service.

AI-Generated Summary

Updated April 15, 2026 at 8:58 PM UTC

The bill directs the Treasury Secretary to deliver a detailed customer‑service plan for the Internal Revenue Service to Congress within one year of the law’s enactment. The plan must be created in consultation with the National Taxpayer Advocate and is intended to improve how the IRS assists taxpayers, protect taxpayer identity, and set measurable goals. It affects the IRS, Treasury Department, and ultimately all U.S. taxpayers.

Key Provisions

Within one year, the Treasury Secretary must submit a written, comprehensive customer‑service strategy for the IRS to Congress.
The strategy must be developed after consulting the National Taxpayer Advocate.
It must include a plan that meets reasonable taxpayer expectations and follows private‑sector best practices, such as online services, call‑back options, and employee training.
It must assess self‑service options the IRS can provide.
It must propose measures to protect taxpayer identity and reduce identity theft.
It must outline short‑term (current/following fiscal year), medium‑term (3‑5 years), and long‑term (about 10 years) improvements to IRS customer service.
It must identify metrics and benchmarks to quantitatively track progress on each element of the strategy.

Legislative Activity

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HouseIntro Referral Latest Action

Referred to the House Committee on Ways and Means.

Ways and Means Committee

March 21, 2018

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HouseIntro Referral

Introduced in House

March 21, 2018

HouseIntro Referral

Referred to the House Committee on Ways and Means.

Ways and Means Committee

March 21, 2018

Bill Text

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Introduced in HouseIssued March 21, 2018

115th CONGRESS

2d Session

H. R. 5375

IN THE HOUSE OF REPRESENTATIVES

March 21, 2018

Mr. Reed (for himself, Mr. Kelly of Pennsylvania, and Mr. Bishop of Michigan) introduced the following bill; which was referred to the Committee on Ways and Means

A BILL

To require the Secretary of the Treasury to submit to Congress a comprehensive customer service strategy for the Internal Revenue Service.

Comprehensive customer service strategy

Not later than the date which is 1 year after the date of the enactment of this Act, the Secretary of the Treasury, after consultation with the National Taxpayer Advocate, shall submit to Congress a written comprehensive customer service strategy for the Internal Revenue Service. Such strategy shall include—

(1)

a plan to provide assistance to taxpayers that is designed to meet reasonable taxpayer expectations and is in conformity with best practices of customer service provided in the private sector, including online services, telephone call back services, and training of employees providing customer services,

(2)

a thorough assessment of the services that the Internal Revenue Service can offer as self-service options,

(3)

proposals to protect taxpayer identity and to reduce taxpayer identity theft,

(4)

proposals to improve Internal Revenue Service customer service in the short term (the current and following fiscal year), medium term (approximately 3 to 5 fiscal years), and long term (approximately 10 fiscal years), and

(5)

identified metrics and benchmarks for quantitatively measuring the progress of the Internal Revenue Service in meeting each element of such strategy.