Tax Administration: How Precise Are IRS Estimates of Taxpayers Calling for Assistance?
GGD-89-31
Published: Feb 21, 1989. Publicly Released: Feb 21, 1989.
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Highlights
In response to congressional and administrative concerns over the amount of resources devoted to the Internal Revenue Service's (IRS) Taxpayer Service Program, GAO reviewed the IRS approach for estimating demand for telephone assistance and for determining the level of telephone service provided to taxpayers.
Recommendations
Recommendations for Executive Action
| Agency Affected | Recommendation | Status |
|---|---|---|
| Internal Revenue Service | To provide Congress information with which to more fully assess the toll-free telephone assistance program and help determine the level of funding the program warrants, the Commissioner of Internal Revenue should provide in IRS budget submissions to Congress level-of-service information based on both estimated demand and actual call volume data from the prior fiscal year. This information should include the estimated number of persons calling IRS for service, the percentage of those assisted, the total call volume, and the percentage of calls answered. |
Closed – Implemented
IRS began including the recommended information in its budget submission.
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Topics
Budgetingexecutive relationsPrioritizingProgram managementProjectionsReporting requirementsStatistical methodsTax administrationTelephonesTaxpayers