Management Discussion and Analysis Page 49 GAO-11-142 IRS’s Fiscal Years 2010 and 2009 Financial Statements INTERNAL REVENUE SERVICE Management Discussion and Analysis For the Fiscal Year Ended September 30, 2010 29 tax filing process. Actions Planned or Underway for FY 2011 and Beyond: • Provide a toll-free number for taxpayer transcript request. • Provide a system that will accommodate all levels of teletype (TTY) users. • Continue to utilize IRS partners to disseminate information and simplify forms and the tax filling process. • Increase the number of Limited English Proficiency (LEP) products. • Continue outreach efforts with advocacy groups that serve and support the visually and hearing impaired. • Continue to engage partners in support of special service days. • Engage national and local partners in providing feedback on how the tax filing process can be improved. Human Capital The IRS’s ability to meet expectations in personnel management area, such as recruiting, training, and retaining employees. Actions Taken: • Launched a job search tool on YouTube to provide the public with information on employment opportunities with the IRS. “Working at the IRS,” provides information about various career paths available and features “Day in the Life” videos in which IRS employees discuss their jobs, the diversity of the IRS workforce, and the culture of the agency. • Developed an overall strategy for improving the coaching and mentoring skills at all leadership levels, including implementation of an internal coaching certification program and core workshops for all leaders. • Implemented a streamlined hiring process that incorporates full capabilities of automated ranking and rating. • Developed an Accelerated Leadership Program pilot to test a “fast track” training program for identified high potential candidates. • Increased the emphasis on veteran hiring, with veterans comprising 11% of total hires in FY10, up from 9% in FY09 and 7% in FY08. • Launched the Schedule A website recruiting, hiring, developing, retaining, and promoting individuals with disabilities. • Completed 41 of 58 Workforce of Tomorrow recommendations that address the most significant workforce challenges facing current employees and managers. Actions Planned or Underway for FY 2011 and Beyond: • Implement the Accelerated Leadership Program pilot to test a “fast track” training program for identified high potential candidates. • Finalize a strategy to further IRS as the Best Place to Work in Government. • Continue to improve processes and leverage systems to streamline hiring. • Continue the use of cutting edge technologies and communication tools to increase the breadth of recruitment to better deliver a diverse applicant pool that is reflective of the IRS workforce. This is trial version www.adultpdf.com . in Government. • Continue to improve processes and leverage systems to streamline hiring. • Continue the use of cutting edge technologies and communication tools to increase the breadth of. with the IRS. “Working at the IRS,” provides information about various career paths available and features “Day in the Life” videos in which IRS employees discuss their jobs, the diversity of the. Implement the Accelerated Leadership Program pilot to test a “fast track” training program for identified high potential candidates. • Finalize a strategy to further IRS as the Best Place to Work