The Government Performance and Results Act of 1993- commonly known as GPRA or the Results Act -required that agencies set strategic goals, measure performance toward those goals, and report on their progress.
Agencies must set strategic goals to comply with the GPRA.
We developed a set of standard income tax questions about which citizens typically would call IRS, obtained IRS agreement on the correct answers to these questions, and then, on a probabilistic sampling basis, called IRS offices around the country to seek help.