Customer service (11 - 20 of 60 items) in Custom Date Range
Tax Administration: Most Filing Season Services Continue to Improve, but Opportunities Exist for Additional Savings
GAO-07-27: Published: Nov 15, 2006. Publicly Released: Nov 15, 2006.
In 2006, the Internal Revenue Service (IRS) spent about 38 percent of its $10.8 billion budget on processing returns and providing taxpayer assistance. GAO was asked to (1) assess IRS's 2006 filing season performance processing paper and electronically filed tax returns and providing telephone, Web site, and face-to-face assistance relative to 2006 goals and prior years' performance; (2) identify...
Tax Administration: IRS Improved Some Filing Season Services, but Long-term Goals Would Help Manage Strategic Trade-offs
GAO-06-51: Published: Nov 14, 2005. Publicly Released: Nov 14, 2005.
During the filing season, the Internal Revenue Service (IRS) processes about 130 million individual tax returns, issues refunds, and responds to millions of inquiries. Budget cuts combined with IRS's strategy of shifting resources from taxpayer service to enforcement make providing quality service a challenge. GAO was asked to assess IRS's 2005 filing season performance compared to past years and...
Tax Administration: IRS Needs Better Strategic Planning and Evaluation of Taxpayer Assistance Training
GAO-05-782: Published: Jul 11, 2005. Publicly Released: Aug 11, 2005.
Millions of taxpayers ask IRS questions about tax law each year. While the accuracy of IRS's answers has improved in some cases, it is still not always what taxpayers or Congress expect. Concerns about accuracy have raised questions about the adequacy of the training IRS provides to its taxpayer assistance staff. Because of these questions, GAO was asked to assess the extent to which IRS's plannin...
IRS Modernization: Continued Progress Requires Addressing Resource Management Challenges
GAO-05-707T: Published: May 19, 2005. Publicly Released: May 19, 2005.
Since the passage of the IRS Restructuring and Reform Act of 1998 (RRA 98), the Internal Revenue Service (IRS) has faced the challenge of managing its resources to simultaneously improve service to taxpayers, assure taxpayers' compliance with the tax laws, and modernize its antiquated information systems. As requested, this statement provides our assessment of IRS's current performance in the area...
Internal Revenue Service: Assessment of Fiscal Year 2005 Budget Request and 2004 Filing Season Performance
GAO-04-560T: Published: Mar 30, 2004. Publicly Released: Mar 30, 2004.
Effective tax administration requires a combination of quality customer service to help those who want to comply, and effective enforcement measures against those who do not. For the last few years, we have been reporting on improvements in taxpayer service and declines in enforcement. With respect to IRS's fiscal year 2005 budget request, the Subcommittee asked GAO to assess whether (1) IRS will...
Tax Administration: IRS Needs to Further Refine Its Tax Filing Season Performance Measures
GAO-03-143: Published: Nov 22, 2002. Publicly Released: Nov 22, 2002.
The tax-filing season, roughly January 1 through April 15, is when most taxpayers file their returns, receive refunds, and call or visit IRS offices or the IRS Web site with questions. To provide better information about the quality of filing season services, IRS is revamping its suite of filing season performance measures. Because the new measures are part of a strategy to improve service and bec...
Tax Administration: Assessment of IRS' 2001 Tax Filing Season
GAO-02-144: Published: Dec 21, 2001. Publicly Released: Dec 21, 2001.
GAO assessed the Internal Revenue Service's (IRS) performance in the following five key tax filing season activities: (1) processing individual tax returns and refunds, (2) increasing the extent to which individual income tax returns are filed electronically, (3) answering telephone calls and providing quality telephone service, (4) providing accurate and timely face-to-face assistance at its Taxp...
IRS Modernization: Continued Improvement in Management Capability Needed to Support Long-Term Transformation
GAO-01-700T: Published: May 8, 2001. Publicly Released: May 8, 2001.
This testimony discusses (1) how well the Internal Revenue Service (IRS) is providing service to taxpayers and ensuring compliance with tax laws, and (2) IRS' progress in its long-term effort to modernize. GAO found that IRS posted mixed results in 2001 in collecting revenues, providing taxpayer service, and enforcing tax laws. On the plus side, IRS processed millions of tax returns and issued ref...
IRS Telephone Assistance: Quality of Service Mixed in the 2000 Filing Season and Below IRS' Long-Term Goal
GAO-01-189: Published: Apr 6, 2001. Publicly Released: May 7, 2001.
The Internal Revenue Service (IRS) must significantly improve telephone assistance if it is to meet its long-term goal of providing world-class customer service to the tens of millions of taxpayers who call. Although IRS has tried to analyze its performance and identify ways to improve, these efforts have been incomplete. IRS' analyses did not cover all of the key management decisions and other ke...
Fiscal Year 2002 Budget Request for the Internal Revenue Service
GAO-01-698R: Published: May 1, 2001. Publicly Released: May 1, 2001.
For fiscal year 2002, Congress has before it two separate budget requests for the Internal Revenue Service (IRS)--the traditional request prepared by the administration and a separate request prepared by the IRS Oversight Board. There are some significant differences between the two requests. The administration is requesting about $9.4 billion while the Board is requesting an additional $300 milli...