IRS Telework Credited with Employee Recruiting, Retention

Telework, as provided by NTEU’s contract, helped the IRS recruit 5,000 new customer service representatives in 2023, according to a new report by the Government Accountability Office.

“The increased use of telework at IRS coincided with improved employee engagement, the sense of purpose and commitment employees feel towards their employer and its mission,” the report states.

The GAO reviewed telework policies at five key agencies as part of a broader government-wide look at the use of telework. While the IRS has identified telework as a significant benefit when it comes to recruiting and retaining employees across the country, the report notes that teleworking employees report to worksites on a regular basis.

IRS Customer Service Representatives told the GAO that teleworking saved them significant commuter costs and that working at home provided an environment with fewer interruptions so they could better serve taxpayers.