June 09, 1999
Watson to Head IRS Customer Service Field Operations
WASHINGTON - The Internal Revenue Service has selected John R. (Ron) Watson to lead the executive team responsible for its field customer service programs. The team will manage the workforce, new technology and other resources the IRS is applying to assure that taxpayers receive prompt, courteous, consistent and fair treatment.
As Chief, Customer Service Field Operations, Watson will oversee a nationwide customer
communications network including all non-face-to-face customer service activities such as
toll-free telephone operations and correspondence programs. Ron Watson brings
invaluable skills and a broad range of expertise to this key position, said Internal
Revenue Commissioner Charles O. Rossotti. Providing top-quality service to taxpayers
when and where they need it is the primary focus of the IRS modernization effort.
Watson, a 27-year IRS veteran, will have direct responsibility for the IRSs
Intelligent Call Routing technology. This technology, which was piloted in the 1999 filing
season, directs incoming calls to the next available assistor in any of the IRS call
sites nationwide regardless of the callers or the assistors geographic
location. Prior to his selection for the new position, Watson was director of the IRS
Customer Service Center in Atlanta. He has also served as the Executive for Customer
Service Operations in the IRS National Office and is a recipient of the prestigious
Presidential Rank Award.
Two deputy chiefs of Customer Service Field Operations, to be named at a later date,
will report to Watson. Each deputy will be responsible for the day-to-day operations in
five IRS Customer Service Centers. As a team, the three executives will lead the
transition of approximately 20,000 IRS Customer Service employees into its modernized
structure with a new emphasis on customer satisfaction. The executives are equipped with
clear lines of authority to react quickly to changing customer demands as well as to
standardize work processes in order to maximize efficiency.
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