The 1995 Tax Filing Season: IRS Performance Indicators Provide Incomplete Information About Some Problems
GGD-96-48
Published: Dec 29, 1995. Publicly Released: Dec 29, 1995.
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Highlights
Pursuant to a congressional request, GAO reviewed the Internal Revenue Service's (IRS) performance during the 1995 tax filing season, focusing on the: (1) processing of individual income tax returns and refunds; (2) ability of taxpayers to reach IRS by telephone; and (3) new IRS computer system for processing returns.
Recommendations
Recommendations for Executive Action
| Agency Affected | Recommendation | Status |
|---|---|---|
| Internal Revenue Service | If IRS plans to continue validating SSN and delaying refunds in 1996, the Commissioner of Internal Revenue should adjust its methodology for assessing refund timeliness to include delayed refunds associated with validly filed returns. |
Closed – Not Implemented
There was no need for IRS to take any action because it revised its procedures for delaying refunds in 1996 so that refunds associated with validly filed returns were generally not affected.
|
| Internal Revenue Service | After IRS develops a measure of taxpayer assistance accessibility that focuses on the number of incoming calls and/or the number of taxpayers calling for assistance, the Commissioner of Internal Revenue should include that measure among its key filing season performance indicators. |
Closed – Implemented
IRS has began using a measure called level of access that is computed by dividing the number of calls answered by the number of callers. IRS now includes that measure among its key indicators.
|
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Topics
FraudPersonal income taxesSocial security numberStatistical methodsTax administrationTax creditTax refundsTax returnsTaxpayersTelephones