Charles O. Rossotti

Rossotti led the IRS through its 2000 reorganisation around groups of taxpayers rather than the old geographical structure. The aim was to give staff expertise in the problems different groups actually faced. GAO found improvements in aspects of telephone access and assistance during the 2001 and 2002 filing seasons, while identifying continuing weaknesses in measurement and service. This is evidence of partial operational progress, not proof that changing an organisation chart solved every problem.