Customer service (31 - 40 of 106 items) in Custom Date Range
Tax Administration: Continued Progress Modernizing IRS Depends on Managing Risks
GAO-02-715T: Published: May 14, 2002. Publicly Released: May 14, 2002.
In light of the fourth anniversary of the Internal Revenue Service (IRS) Restructuring and Reform Act of 1998, which established Congress' expectation that IRS modernize to better meet taxpayer needs, GAO gave an overview of IRS's current performance and resources and then assessed the progress that IRS has made modernizing and the risks to continued progress. Overall, IRS has seen increased workl...
IRS Telephone Assistance: Limited Progress and Missed Opportunities to Analyze Performance in the 2001 Filing Season
GAO-02-212: Published: Dec 7, 2001. Publicly Released: Dec 26, 2001.
Congress has long been concerned about the quality of service that taxpayers receive when calling the Internal Revenue Service (IRS) for help in understanding and meeting their tax obligations. IRS has taken steps to improve its responsiveness to the tens of millions of telephone calls it receives each year, from expanding the hours of service to increasing the use of automation. In the 2000 tax f...
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...
Internal Revenue Service: 2001 Tax Filing Season, Systems Modernization, and Security of Electronic Filing
GAO-01-595T: Published: Apr 3, 2001. Publicly Released: Apr 3, 2001.
This testimony discusses (1) the status of the 2001 tax filing season, (2) the status of the Internal Revenue Service's (IRS) business systems modernization effort, and (3) the security of IRS' electronic filing system. GAO found that although the 2001 filing season appears to be running smoothly, some matters require further attention. For example, IRS has had problems with the personal identifi...
Tax Administration: Assessment of IRS' 2000 Tax Filing Season
GAO-01-158: Published: Dec 22, 2000. Publicly Released: Dec 22, 2000.
GAO reviewed the Internal Revenue Service's (IRS) performance during the 2000 tax filing season. Except for a few relatively minor glitches, which were not unexpected given the enormity of the IRS processing task, the processing systems worked well. On the other hand, although taxpayers had an easier time reaching IRS by telephone compared to 1999, IRS' performance was still well below the level a...
Tax Administration: IRS' Efforts to Serve Small Business Taxpayers
T-GGD-00-138: Published: May 23, 2000. Publicly Released: May 23, 2000.
Pursuant to a congressional request, GAO discussed the factors that complicate small businesses' efforts to comply with the tax laws and the Internal Revenue Service's (IRS) efforts to provide better service to small businesses and self-employed taxpayers.GAO noted that: (1) several factors have complicated the interactions between small businesses and IRS; (2) small businesses are more likely tha...
Tax Administration: IRS' Implementation of the Restructuring Act's Taxpayer Protection and Rights Provisions
GGD-00-85: Published: Apr 21, 2000. Publicly Released: May 22, 2000.
Pursuant to a congressional request, GAO: (1) reviewed the status of the Internal Revenue Service's (IRS) implementation of the taxpayer protection and rights provisions in title III of its Restructuring and Reform Act of 1998; and (2) determined what, if any, tax administration or other concerns IRS has identified in implementing these provisions.GAO noted that: (1) IRS reported that, as of Janua...