Prologue: Why I Wrote This Story --
From a Political Storm to a Practical Plan --
The IRS Is Out of Control: A Growing Crisis --
Operating on Good, Sound Business Principles: A Family Tradition --
You're Gonna Do What? From Businessman to Taxman --
Promising Everything to Everybody Will Not Get Us There: Regaining the Initiative --
If You Already Have an 83,000-Page Rules Manual, Will More Rules Solve Your Problems? Legislating Change --
So Many People, So Much Distrust: Rebuilding Relationships --
Fixing the Plane While Flying to a New Destination --
Will People Always Hate the Tax Collector? Changing the Culture --
When Everybody Is Your Customer and the Tax Code Is Your Bible: Providing Quality Service --
When Are You Going to Fire the Management and Punish the Wrongdoers? Reconciling the Past While Focusing on the Future --
Replacing the Furnace in the Basement and Calling It a Christmas Present: Reorganizing the IRS --
You Want More Money After Wasting $4 Billion on Computers That Don't Work? Modernizing IRS Technology --
The Cover-Up Is Worse Than the Crime: Averting and Managing Crises --
Why People Think the IRS Picks on the Little Guy and Lets the Big Guy Get Away: Making the IRS Effective at Enforcing Compliance --
The IRS Can't Fix the Tax Code and the Budget: What Honest Taxpayers Should Demand --
Epilogue: What the Story Tells Us --
IRS Budget and Productivity: How the IRS Uses Its Budget.
