In October 1997, President Clinton called for the creation of Independent
Citizen Advocacy Panels (CAP) as part of the overall Internal Revenue
Service (IRS) Reinvention effort. The Panels, made up of citizen
volunteers appointed by the Secretary of the Treasury, provide a public
forum for taxpayers to voice concerns or make recommendations about IRS
Customer Service. Panel members were selected through a screening process
against a set of criteria including ability to devote time to the project,
as well as undergoing a tax check and FBI check.
The authority and approval of the panel members rested exclusively with the
Secretary of the Treasury. Booz-Allen & Hamilton and the Gallup
Organization provided objective assistance during the candidate recruitment
and selection process.
The panels advise the Secretary of the Treasury, IRS Commissioner, National
Taxpayer Advocate, and the IRS District Directors on the ways customer
service can be enhanced within the IRS.
The first CAP was established in South Florida in June 1998. Three
additional panels were established early 1999 in the Brooklyn, the Midwest
(Milwaukee) and the Pacific Northwest (Seattle). These locations were
chosen because they represent a diverse cross section of the public.The
panels include approximately 12 citizens and the local Taxpayer Advocate.
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