Tax Administration:
Monitoring the Accuracy and Administration of IRS' 1989 Test Call Survey
GGD-90-37: Published: Jan 4, 1990. Publicly Released: Jan 4, 1990.
Additional Materials:
- Full Report:
Contact:
Pursuant to a congressional request, GAO evaluated the Internal Revenue Service's (IRS) 1989 administration of its Integrated Test Call Survey System (ITCSS), intended to measure the quality of service it provided through its toll-free telephone assistance program for taxpayers.
GAO found that: (1) its independent scoring of 577 randomly selected ITCSS test calls during the 1989 tax filing season indicated a 67.2-percent accuracy rate; (2) the overall IRS-calculated accuracy rate was 62.8 percent for a national total of 14,876 test calls; (3) it did not agree with an IRS revision of the scoring criteria that produced a higher accuracy rate; and (4) for the 1990 tax filing season, IRS planned to report ITCSS accuracy rates that were based on scoring criteria that GAO agreed to. GAO believes that IRS fairly administered ITCSS, which can be reliably used, with periodic oversight, as the principal monitor of the telephone assistance programs.
Mar 1, 2021
Tax Filing:
Actions Needed to Address Processing Delays and Risks to the 2021 Filing SeasonGAO-21-251: Published: Mar 1, 2021. Publicly Released: Mar 1, 2021.
Jan 14, 2021
-
Tax Administration:
Better Coordination Could Improve IRS's Use of Third-Party Information Reporting to Help Reduce the Tax GapGAO-21-102: Published: Dec 15, 2020. Publicly Released: Jan 14, 2021.
Nov 18, 2020
-
IRS Reorganization:
Planning Addressed Key Reform Practices, but Goals and Measures for the Plan Have Not Been FinalizedGAO-21-18: Published: Oct 19, 2020. Publicly Released: Nov 18, 2020.
Nov 9, 2020
-
Opportunity Zones:
Improved Oversight Needed to Evaluate Tax Expenditure PerformanceGAO-21-30: Published: Oct 8, 2020. Publicly Released: Nov 9, 2020.
Oct 19, 2020
-
Tax Administration:
Opportunities Exist to Improve Oversight of Hospitals' Tax-Exempt StatusGAO-20-679: Published: Sep 17, 2020. Publicly Released: Oct 19, 2020.
Sep 23, 2020
-
Taxpayer Service:
IRS Could Improve the Taxpayer Experience by Using Better Service Performance MeasuresGAO-20-656: Published: Sep 23, 2020. Publicly Released: Sep 23, 2020.
Aug 31, 2020
-
Abusive Tax Schemes:
Offshore Insurance Products and Associated Compliance RisksGAO-20-589: Published: Jul 30, 2020. Publicly Released: Aug 31, 2020.
Jun 29, 2020
-
Taxpayer Compliance:
More Income Reporting Needed for Taxpayers Working through Online PlatformsGAO-20-366: Published: May 28, 2020. Publicly Released: Jun 29, 2020.
Jun 16, 2020
-
Tax Exempt Organizations:
IRS Increasingly Uses Data in Examination Selection, but Could Further Improve Selection ProcessesGAO-20-454: Published: Jun 16, 2020. Publicly Released: Jun 16, 2020.
May 1, 2020
-
Management Report:
Improvements Are Needed to Enhance the Internal Revenue Service's Internal Control over Financial ReportingGAO-20-480R: Published: May 1, 2020. Publicly Released: May 1, 2020.
Looking for more? Browse all our products here
Explore our Key Issues on Tax Policy and Administration
Explore our other Key Issues here
