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    Subject Term: "Taxpayer service"

    1 publication with a total of 1 open recommendation
    Director: White, James R
    Phone: (202) 512-9110

    1 open recommendations
    Recommendation: The Acting Commissioner of Internal Revenue should take the following action outline a strategy that defines appropriate levels of telephone and correspondence service and wait time and lists specific steps to manage service based on an assessment of time frames, demand, capabilities, and resources.

    Agency: Department of the Treasury: Internal Revenue Service
    Status: Open

    Comments: IRS has made progress in developing a customer service strategy with defined appropriate levels of service and steps needed to provide such service, as we recommended; however, as of March 2017, IRS has not completed its efforts. In December 2015, concerned that the Department of the Treasury and IRS did not believe they needed to develop a comprehensive customer service strategy, we suggested that Congress consider requiring Treasury to develop such a strategy in consultation with IRS that would, among other things, determine appropriate telephone and correspondence levels of service. This includes establishing a customer service standard and identifying the resources required to achieve that standard. Taking these steps would increase transparency and help IRS communicate its resource needs, while helping Congress make more informed decisions about IRS's budget. In February 2016, IRS announced a "Future State" vision for agency-wide operations, which aims to improve services across different taxpayer interactions such as individual online account assistance, exams, and collections. In December 2016, IRS reported that it had undertaken a study on benchmarking its telephone performance against the best in the business, which we are currently reviewing. It also reported that many of our taxpayer service-related recommendations will ultimately be incorporated into IRS's Future State initiative. In November 2016, IRS provided documentation on the goals of the initiatives, which included goals on improving taxpayer service. However, this documentation does not include specific numerical targets that IRS expects to achieve for those goals. We will continue to assess this initiative as IRS works to develop it. However, it is unclear the extent to which and when our recommendations will be fulfilled by IRS's initiative. We maintain that Treasury should develop a comprehensive strategy in consultation with IRS which would enable IRS to make a more informed request to Congress about resource requirements needed to deliver specific levels of service. Finalizing a long-term comprehensive strategy will help ensure IRS is maximizing the benefit to taxpayers and possibly reduce costs in other areas, such as for IRS's telephone operations.