Auditors made unannounced visits to 16 of the 93 centers in 2023 participating in face-to-face Saturday help events. Image: polymanu/Shutterstock.com
By: FEDweek StaffAn inspector general report has said while that the IRS has improved its customer service, auditors found continuing issues including wait times on phone calls and for in-person appointments, and internal procedures not always being followed when providing information to taxpayers.
The report cited improvements in 2023 over the prior two years including fewer disconnected telephone calls, shorter average response times for accounts management customer service representatives to answer calls, and decreased wait times for taxpayer assistance center appointments.
However, it cited issues such as the need to transfer some 240,000 phone calls over 2021-2023 to confirm, modify or cancel an appointment because the customer service lacked access to the software needed to access existing appointments—even though the agency had 300 unassigned software licenses that would have allowed them that access.
Auditors also made unannounced visits to 16 of the 93 centers in 2023 participating in face-to-face Saturday help events. “While TAC assistors generally offered accurate assistance, not all assistors referenced available guidance to ensure proper responses or adhered to triage procedures. TIGTA auditors also encountered extended wait times at TACs with high customer demand,” it said.
“Without sufficient access to face-to-face assistance and a streamlined appointment process, the IRS may not be offering its best customer service, thereby burdening taxpayers. This could lead to taxpayers filing inaccurate or no tax returns, potentially affecting voluntary compliance and the public’s trust in the IRS,” it said.
It said the IRS agreed with recommendation to allocate the unassigned software licenses, update the appointment line to include a menu option that enables taxpayers to connect with a service rep who can confirm, modify, or cancel appointments; update triage procedures; provide training for face-to-face Saturday help events; and require field assistance area offices to communicate and share corrective actions to improve quality.
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