Tax Administration:
One Stop Service: A New Concept of Assistance For Taxpayers
T-GGD-92-33: Published: Apr 28, 1992. Publicly Released: Apr 28, 1992.
Additional Materials:
- Full Report:
Contact:
GAO discussed the Internal Revenue Service's (IRS) One Stop Service Initiative to reduce the burden on taxpayers who contact IRS for assistance. GAO noted that: (1) the initiative's long-term goal is to resolve 95 percent of all customer service inquiries through a single taxpayer contact, and its short-term goal is to improve IRS telephone service by expanding its employees' authority and providing more equipment to resolve taxpayer problems with their tax accounts; (2) IRS has already begun to try and improve its handling of taxpayer correspondence, but has not yet addressed how walk-in offices handle account inquiries; (3) in order for IRS to achieve its goal of having a fully tested nationwide system in place by September 1998, it will have to complete development of computer and telecommunications systems integral to the Tax System Modernization Program; and (4) inconsistent implementation and insufficient resources could hinder short- and long-term progress of the initiative. GAO believes that IRS needs to: (1) ensure that its new computer systems provide its employees with easy access to comprehensive taxpayer account information; and (2) provide strong leadership to coordinate the uniform implementation of One Stop Service across a decentralized organization with autonomous field offices.
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.
Apr 30, 2020
-
Priority Open Recommendations:
Internal Revenue ServiceGAO-20-548PR: Published: Apr 23, 2020. Publicly Released: Apr 30, 2020.
Looking for more? Browse all our products here
Explore our Key Issues on Tax Policy and Administration
Explore our other Key Issues here
