Pros
Job security. This agency is never going away, because it funds every Federal activity. It is an instructive lesson in organizational behavior and how hard many diligent people work and can accomplish in the face of unrealistic budgets and challenges. Stopping a tide of fraud that is rising will be directly correlated with funding and resources, and the new commissioner seems to have gotten that message. Hopefully Congress is listening.
Cons
The phone is used as a time clock, and increasingly, time pressure is being applied to situations that are involved for taxpayers, the customers. Telling people where you work is a party killer, so don't! Implementation of Affordable Care Act will increase frustration for taxpayers and lead to more antagonism is the agency.