Customer service (71 - 80 of 108 items) in Custom Date Range
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...
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...
Tax Administration: Making IRS' Telephone Systems Easier to Use Should Help Taxpayers
GGD-96-74: Published: Mar 11, 1996. Publicly Released: Mar 11, 1996.
Pursuant to a congressional request, GAO reviewed the Internal Revenue Service's (IRS) development and use of interactive telephone systems to improve customer service, focusing on IRS efforts to: (1) make the phone systems easy to use; (2) protect taxpayer data; and (3) assign owners that would provide developers with systems requirements information.GAO found that: (1) successful IRS implementat...
Tax Administration: IRS Faces Challenges in Reorganizing for Customer Service
GGD-96-3: Published: Oct 10, 1995. Publicly Released: Oct 10, 1995.
GAO reviewed the Internal Revenue Service's (IRS) progress in realizing its plan for improving its customer service, focusing on: (1) IRS customer service goals and its plans to meet these goals; (2) the difficulty IRS has in meeting these goals; (3) current management concerns; and (4) important challenges IRS faces.GAO found that: (1) IRS customer service goals are to provide better service to t...
Telephone Assistance: Adopting Practices Used by Others Would Help IRS Serve More Taxpayers
GGD-95-86: Published: Apr 12, 1995. Publicly Released: Apr 12, 1995.
Pursuant to a legislative requirement and a congressional request, GAO examined the Internal Revenue Service's (IRS) telephone assistance program, focusing on: (1) the nature and extent of taxpayers' accessibility problems; (2) a comparison of IRS practices with those of other organizations providing telephone assistance; and (3) the reasons IRS has been unable to answer more calls.GAO found that...
Tax Administration: IRS' Fiscal Year 1996 Budget Request and the 1995 Filing Season
T-GGD-95-97: Published: Feb 27, 1995. Publicly Released: Feb 27, 1995.
GAO discussed the Internal Revenue Service's (IRS) fiscal year (FY) 1996 budget request and the status of the 1995 filing season. GAO noted that: (1) IRS has increased its FY 1996 budget request to $8.2 billion and 114,885 staff; (2) the increase is mainly for its Tax Systems Modernization Program (TSM), refund fraud prevention, and taxpayer telephone communication operations; (3) TSM has provided...