Opening Statement of the Hon. Amo Houghton, M.C., New York,
and Chairman, Subcommittee on Oversight

Testimony Before the Subcommittee on Oversight
of the House Committee on Ways and Means

Hearing on the 2001 Tax Return Filing Season

April 3, 2001

Good afternoon. It is good to see you Commissioner. You may have one of the most difficult jobs in this city. Because nobody particularly likes to interact with the IRS, it is all that more important that when they must, the service they receive be the best possible. I believe that you have run this agency admirably. I know service is not where you want it to be yet, but you have made great strides.

I want to say a few words about customer service. Customer service means three things to me: (1) courtesy, (2) efficiency, and most importantly (3) fairness. If each time a taxpayer reaches out to the IRS, or the IRS reaches out to him, heaven forbid, he is treated with these three objectives in mind, the IRS will improve its image and increase its trust in the eyes of the American public. We will discuss many topics today and ask many questions. The underlying theme will remain the same: courtesy, efficiency, and fairness.

Thank you Commissioner for coming today and to the rest of the witnesses. I look forward to hearing your ideas.

I want to add one more thought. I cannot understate the importance of security. Taxpayers must feel that the information on their tax returns is safe. This information must be secure from both internal browsing and external break-ins. I know, Commissioner, that you have made security a focal point, but do not let your guard down. If you do, you risk the trust of the taxpayers.

I am pleased to yield to our ranking Democrat, Mr. Coyne.