Customer service (41 - 50 of 60 items) in Custom Date Range
Tax Administration: IRS' Fiscal Year 1997 Spending, 1997 Filing Season, and Fiscal Year 1998 Budget Request
T-GGD/AIMD-97-66: Published: Mar 18, 1997. Publicly Released: Mar 18, 1997.
GAO discussed: (1) its review of the Administration's fiscal year (FY) 1998 budget request for the Internal Revenue Service (IRS); (2) the interim results of its review of the 1997 tax return filing season; (3) a review of IRS' FY 1997 spending plans for information systems; and (4) GAO's past work on Tax Systems Modernization.GAO noted that: (1) IRS' FY 1997 appropriation act and accompanying con...
Tax Systems Modernization: IRS Needs to Resolve Certain Issues With Its Integrated Case Processing System
GGD/AIMD-97-31: Published: Jan 17, 1997. Publicly Released: Jan 17, 1997.
Pursuant to a congressional request, GAO reviewed the Internal Revenue Service's (IRS) Integrated Case Processing (ICP) systems development effort, focusing on: (1) IRS' assessment of ICP costs and benefits and users' perceptions of the system's benefits; (2) IRS' testing of ICP; (3) IRS' ongoing efforts to redesign its customer service work processes to fully use ICP capabilities; and (4) the sof...
IRS' 1996 Tax Filing Season: Performance Goals Generally Met; Efforts to Modernize Had Mixed Results
GGD-97-25: Published: Dec 18, 1996. Publicly Released: Dec 18, 1996.
Pursuant to a congressional request, GAO reviewed the Internal Revenue Service's (IRS) overall performance during the 1996 tax filing season, focusing on: (1) changes in 1996 that relate to taxpayer services and the processing of taxpayer refunds; and (2) some of IRS' efforts to modernize its processing activities.GAO found that: (1) IRS met or exceeded its timeliness and accuracy goals for proces...
IRS Business Operations: Issues in Setting Priorities and Managing for Results
T-AIMD/GGD-97-22: Published: Nov 7, 1996. Publicly Released: Nov 7, 1996.
GAO discussed the role of the National Commission on Restructuring the Internal Revenue Service (IRS) in improving IRS business operations. GAO noted that: (1) full and effective implementation of three recent management reform laws will help address the fundamental problems impeding IRS business operations; (2) IRS is being required to submit a strategic plan and detailed performance measures wit...
Summary of Selected GAO Reports
GGD-96-193R: Published: Sep 26, 1996. Publicly Released: Sep 26, 1996.
Pursuant to a congressional request, GAO provided a summary of selected GAO reports about the Internal Revenue Service (IRS). GAO noted that the reports, issued between fiscal years (FY) 1991 and 1995 and in the first three quarters of FY 1996: (1) identify areas that are particularly problematic to IRS, such as tax return processing, customer service, collection efforts, financial management, inf...
Internal Revenue Service: Business Operations Need Continued Improvement
AIMD/GGD-96-152: Published: Sep 9, 1996. Publicly Released: Sep 9, 1996.
Pursuant to a congressional request, GAO reviewed opportunities to improve the Internal Revenue Service's (IRS) business operations, focusing on actions IRS needs to take to: (1) implement its business vision; (2) overcome management and technical weaknesses in its tax systems modernization (TSM) efforts; and (3) improve the reliability of its financial management systems.GAO found that: (1) IRS h...
Managing IRS: IRS Needs to Continue Improving Operations and Service
T-GGD/AIMD-96-170: Published: Jul 29, 1996. Publicly Released: Jul 29, 1996.
GAO discussed the Internal Revenue Service's (IRS) efforts to make its organization, operations, and processes more effective and efficient and improve customer service. GAO noted that: (1) during the past 4 years, IRS has made some progress in modernizing its operations to reflect its business vision; (2) although IRS has taken some actions to increase the number of electronic returns filed, it d...
Tax Policy and Administration Issue Area Plan--Fiscal Years 1996-98
IAP-96-22: Published: Jul 1, 1996. Publicly Released: Jul 1, 1996.
GAO presented its Tax Policy and Administration issue area plan for fiscal years 1996 through 1998.GAO plans to assess: (1) how the Internal Revenue Service (IRS) can improve its financial, strategic, and human resources management; (2) how the tax systems for individual taxpayers and business taxpayers can be improved; (3) how IRS can improve customer service and the way it receives and processes...
Tax Refund Timeliness
GGD-96-131R: Published: Jun 26, 1996. Publicly Released: Jun 26, 1996.
Pursuant to a congressional request, GAO reviewed the processing and issuance of 1994, 1995, and 1996 income tax refund payments and the Internal Revenue Service's (IRS) annual test of refund timeliness. GAO noted that: (1) there are no significant differences among 1994, 1995, and 1996 data patterns; (2) the IRS refund timeliness test measures IRS performance in issuing refunds in a timely manner...
Tax Systems Modernization: Progress in Achieving IRS' Business Vision
T-GGD-96-123: Published: May 9, 1996. Publicly Released: May 9, 1996.
GAO discussed the Internal Revenue Service's (IRS) progress in achieving its business vision for 2001 and how its Tax Systems Modernization (TSM) supports that vision. GAO noted that: (1) as part of its business vision, IRS will increase the number of returns it receives electronically, consolidate its paper processing operations, and provide return-free filing; (2) without a returns processing st...