Tax Administration:

Accessibility, Timeliness, and Accuracy of IRS' Telephone Assistance Program

GGD-89-30: Published: Feb 2, 1989. Publicly Released: Feb 2, 1989.

Additional Materials:

Contact:

Office of Public Affairs
(202) 512-4800
youngc1@gao.gov

In response to a congressional request, GAO reviewed the accessibility, timeliness, and accuracy of the Internal Revenue Service's (IRS) Telephone Assistance Program during the 1988 filing season.

GAO anonymously placed 1,908 calls to IRS telephone assistance sites nationwide and found that: (1) it was able to access the IRS toll-free telephone system more easily than in the previous year; (2) it was able to reach IRS within five call attempts 93 percent of the time, compared with 88 percent in 1987; (3) IRS placed calls on hold 4 percent less often than in 1987, and the average waiting time decreased 29 percent; (4) IRS assistors incorrectly responded to test questions 36 percent of the time, primarily when they failed to obtain adequate information or the question involved recent tax law changes; (5) the accuracy rate for questions that required specific information was 61 percent; and (6) the accuracy rate for questions relating to recent tax law changes was 59 percent.

Nov 18, 2020

Nov 9, 2020

Oct 19, 2020

Sep 23, 2020

Aug 31, 2020

Jun 29, 2020

Jun 16, 2020

May 1, 2020

Apr 30, 2020

  • tax icon, source: Eyewire

    Priority Open Recommendations:

    Internal Revenue Service
    GAO-20-548PR: Published: Apr 23, 2020. Publicly Released: Apr 30, 2020.

Apr 1, 2020

Looking for more? Browse all our products here