Summary |
Many Unhappy Returns tells the remarkable story of how Rossotti transformed the agency’s outdated bureaucracy to run more like a twenty-first century business. Recounting high-pressure congressional hearings, meetings with frustrated taxpayers, encounters with Washington bigwigs, and discussions of turnaround strategies, Rossotti reveals how he led the IRS to improve customer service and combat serious violations of the tax law – all while collecting $2 trillion a year in revenue. From rebuilding trust in the glare of public criticism to overhauling massive but obsolete computer systems, the story shows how real change in a huge organization can be led successfully.
Showing how angry taxpayers forced the IRS to change, the book challenges taxpayers to now demand that the president and Congress fix the broader tax system. Rossotti explains how this system is becoming increasingly unfair to honest taxpayers in every tax bracket and is recklessly ignoring vast sums of uncollected taxes.
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