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In 1997, the Internal Revenue Service was a much-maligned public agency mired in unprecedented scandal and crisis. [UNK] Servicing 132 million individual and 6 million business taxpayers, the IRS has by far the largest number of customers in the country. And for years, it also had the lowest approval rating. The power of this story is that if the IRS was turned around so dramatically, so can any other large organization. [UNK] Provides a fresh and informative perspective. Conveys the hopeful message that real, ongoing change is possible at the IRS - an outcome that affects every taxpayer. [UNK] Well-written narrative that directly addresses taxpayers' biggest gripes, and suggests a solution. [UNK] There is a potential market among IRS employees, which number about 100,000.
- Sales Rank: #717651 in Books
- Published on: 2005-03-08
- Original language: English
- Number of items: 1
- Dimensions: 9.66" h x 1.22" w x 6.32" l, 1.48 pounds
- Binding: Hardcover
- 352 pages
From Publishers Weekly
A successful businessman but political neophyte, Rossotti was appointed commissioner of the Internal Revenue Service in 1997; this book is a matter-of-fact recounting of his five-year tenure, which included many of President Bush's changes to the code. An entertaining insider's account, it reads like the bureaucratic equivalent of a police procedural. With refreshing clarity, Rossotti describes such impediments as political pressure from the White House and the "senseless issues that the [IRS] lawyers insisted on pursuing." None of the villains are identified by name, but the author's determination to name and praise everyone who helped sometimes make the book read like an overlong Academy Awards acceptance speech. It succeeds as a management case study, clearly laying out Rossotti's initial analysis of apparently intractable problems, followed by the development of strategies for change, the recruitment of stakeholders and the use of skills and tricks required to shepherd the process to a successful conclusion. And the book demonstrates that dedication by honest and talented managers can produce results (even if one disagrees with them). It's also an inspiring bit of political truth telling. (Mar. 8)
Copyright © Reed Business Information, a division of Reed Elsevier Inc. All rights reserved.
From Booklist
In 1998, with public opinion of the IRS at an all-time low, Rossotti was hired as IRS commissioner. He faced the daunting task of reorganizing the behemoth organization, which had not been done since 1952. With the public and Congress clamoring for heads to roll, Rossotti was under the microscope. He was facing woefully outdated technology, including a telephone system that was busy 99 percent of the time, creaky computers with code that had been written in the 1970s that were about to collapse with the impending doom of Y2K, and a terrible system of quotas that ensured that American taxpayers were being, in many cases, persecuted and buried under red tape. Rossotti describes how he took on this challenge, which required delicacy, diplomacy, and bold initiative. Under his leadership the IRS has become more customer-friendly and moved into the information age: the IRS Web site is accessed more than nearly any other, and 40 percent of federal tax returns were filed online last year. David Siegfried
Copyright © American Library Association. All rights reserved
Review
"Rossotti comes through in the book as smart… and blessed with a sense of humor." -- USA Today, March 28, 2005
Most helpful customer reviews
0 of 0 people found the following review helpful.
Great read even if you don't love filing your taxes
By mandy Lozano
Excellent book. An entertaining read, if you're interested in our country's finances, management challenges, governmental processes, technology, or just trying to understand that mysterious bureau that takes your money every April.
Check it out!
0 of 0 people found the following review helpful.
What you would expect
By Pshrop
Mr. Rossetti shares his view of the massive IRS reorganization. There are some interesting passages, but the book showed he understood very little about tax administration when he redesigned the IRS. The book is worth the read, but there aren't any great insights provided.
0 of 0 people found the following review helpful.
Must read for anyone interested in public administration or organizational strategy
By Dan Ezrow (ezrowda@yahoo.com)
Former IRS Commish Rossotti writes a valuable playbook for all public and private sector managers faced with effecting deep changes in culture. Thought provoking and a pleasure to read.
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