Government 1 Flag

General Government: IRS Taxpayer Service (2021-24)

The Internal Revenue Service should better serve taxpayers with limited-English proficiency, increase electronic filing of business tax returns, and reduce costs, such as overtime, which could save the agency millions of dollars annually and potentially enhance revenue.

Year Identified: 2021
Area Number: 24
Area Type: Cost Savings & Revenue Enhancement

9 Total Action(s)

Action 1
New – Pending

The Commissioner of Internal Revenue should reconcile authority and implement procedures for routinely reviewing the English versions of Internal Revenue Service's (IRS) most commonly used vital tax products and web pages to ensure that information is included in commonly encountered languages about where taxpayers with limited English proficiency (LEP) can obtain the translated content. If such content is not translated, the products and web pages should include information about where taxpayers with LEP can obtain language assistance from IRS.

Type
Executive Branch
Last Updated
March 31, 2021
Progress:

Pending

Implementing Entity:
Internal Revenue Service
Action 2
New – Pending

The Commissioner of Internal Revenue should reconcile authority and implement procedures for routinely reviewing its multilingual web pages to effectively prevent, or detect and correct, errors such as incorrect or outdated information. For example, these procedures could call for the divisions to work with the Linguistics, Policy, Tools, & Services (LPTS) section whenever the English version of translated content is updated.

Type
Executive Branch
Last Updated
March 31, 2021
Progress:

Pending

Implementing Entity:
Internal Revenue Service
Action 3
New – Pending

The Commissioner of Internal Revenue should conduct the four-factor assessment of its language services to persons with limited English proficiency (LEP) for its most commonly used vital tax products to determine (1) which products should be translated and into what languages, and (2) what interpretation assistance will be provided to arrive at the appropriate mix of translation and interpretation services. The Internal Revenue Service (IRS) should document these assessments, including the determinations it made, and take action as appropriate based on these assessments.

Type
Executive Branch
Last Updated
March 31, 2021
Progress:

Pending

Implementing Entity:
Internal Revenue Service
Action 4
New – Pending

The Commissioner of Internal Revenue should direct the Wage and Investment division to develop and implement a strategy, in collaboration with its strategic workforce planning initiative, for the efficient use of overtime.

Type
Executive Branch
Last Updated
March 31, 2021
Progress:

Pending

Implementing Entity:
Internal Revenue Service
Action 5
New – Pending

The Commissioner of Internal Revenue should further assess the increase in "system downtime" and identify possible solutions to mitigate any problems and reduce system downtime.

Type
Executive Branch
Last Updated
March 31, 2021
Progress:

Pending

Implementing Entity:
Internal Revenue Service
Action 6
New – Pending

The Commissioner of Internal Revenue should perform regular monitoring of fluctuations in system downtime charges, such as increases overall or by specific units, to determine what, if any, factors are interrupting customer service representatives’ work.

Type
Executive Branch
Last Updated
March 31, 2021
Progress:

Pending

Implementing Entity:
Internal Revenue Service
Action 7
New – Pending

The Commissioner of Internal Revenue should conduct an assessment to comprehensively identify barriers taxpayers face to e-filing business-related returns.

Type
Executive Branch
Last Updated
March 31, 2021
Progress:

Pending

Implementing Entity:
Internal Revenue Service
Action 8
New – Pending

The Commissioner of Internal Revenue should, after completing the barrier assessment in action 7, determine what actions Internal Revenue Service could take to address the barriers and implement those actions, as feasible.

Type
Executive Branch
Last Updated
March 31, 2021
Progress:

Pending

Implementing Entity:
Internal Revenue Service
Action 9
New – Pending

The Commissioner of Internal Revenue should identify and consider implementing actions to transition staff currently on weather and safety leave to active work status, as appropriate. This could include reassigning staff to other tasks that can be performed remotely.

Type
Executive Branch
Last Updated
March 31, 2021
Progress:

Pending

Implementing Entity:
Internal Revenue Service
GAO Contacts