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Planning tools to strengthen services

The tax-time saving success of your clients can depend on your site having well-thought-out plans, putting the right staff in place, and working effectively together.

These tools can help you and your staff collectively develop a strong, customized program aimed at helping more clients achieve tax-time saving goals.

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  • Taxpayer experience map

    This is a simple customer journey map for VITA programs to better understand what your customers see, feel, and experience at different stages of the tax preparation process.

  • Idea capture and reflection worksheet

    Brainstorm creative ideas for how your organization can actively encourage clients to save their refunds. Use it as a team exercise in your planning meetings or as a pre-meeting worksheet for staff.

  • Effort and impact matrix

    This matrix helps you review and compare your current activities to encourage saving and identify those with the most promise. Use it as a group exercise to prioritize ideas for further planning.

  • Implementation plan outline

    Identify outcomes and key implementation steps for one or more program activities. Use it during planning meetings for implementing new programming.

  • Detailed implementation plan

    Once you’ve outlined key programming outcomes and milestones, individual staff or teams can use this tool to develop detailed plans for implementing your ideas to encourage saving.

  • Message triangle

    Craft your key messages to effectively encourage clients to save at tax time.

  • Anchored message worksheet

    Encourage saving by employing the principle of “anchoring” to set expectations and help clients focus on a specific savings goal.

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