During the tax filing season, millions of taxpayers file their returns and seek assistance by calling or visiting IRS's offices or Web site. GAO was asked to assess IRS's 2003 filing season performance in five areas: processing returns, refunds and remittances; electronic filing; telephone service; walk-in assistance, and Web site. We assessed for each of those five areas (1) IRS's performance in 2003, including any factors that helped or impeded its efforts, (2) any new initiatives that were intended to improve IRS's performance in 2003, and (3) IRS's performance over past filing seasons.
Recommendations for Executive Action
|Internal Revenue Service||1. The Commissioner of Internal Revenue should direct the appropriate officials to require that IRS consolidate and disseminate wait-time information to field managers based on information from sites equipped with an automated system that can capture wait-time data, in order to assess this important aspect of quality.|