The IRS has not evaluated the potential impact of reducing or eliminating key services at 386 taxpayer assistance centers ahead of changes at those locations, the Treasury Inspector General for Tax Administration has said.
It said the agency recently eliminated or reduced tax return preparation, tax law assistance, refund inquiries, and transcript request services, but did not evaluate the burden each service change will have on taxpayers – in particular elderly or low-income individuals – who visit the centers.
The agency also has not established processes to identify optimal locations to provide face-to-face services or to identify underserved areas that would benefit from virtual service (through computer video). It also said data available to management for use in assessing potential site closures are based on incomplete information, according to TIGA.
Further, TIGTA said that the IRS has still has not addressed a long-standing recommendation to develop sufficient measures and goals for “facilitated self-assistance” in the assistance centers.
