The IRS needs to collaborate with taxpayer assistance centers on studies pertaining to taxpayer service and take steps to identify ways to provide in-person assistance, according to the National Taxpayer Advocate’s 2008 report to Congress.
It said that since the agency announced plans to establish 676 assistance centers, it has only managed to get 401 running and just 55 percent are open 36-40 hours per week, suggesting the agency needs to consider new and better ways of dealing with difficulties meeting tax obligations given a soured economy.
While the IRS has increased Internet service, there are certain categories of service that are better handled face-to-face, the report noted.
Efforts to centralize operations over the past few years have significantly changed the organizational structure, management, work processes, and the quality of interaction between the IRS and taxpayers, but the agency needs to do a better job of measuring the impact on taxpayer service and compliance when evaluating the costs and benefits of centralization, said the report.
It said that to improve assessments, the IRS should establish a standard matrix that defines projects provides background information, sets forth objectives, establishes tangible products, quantifies expected benefits, and identifies necessary resources.
The IRS should then use this standard project matrix to evaluate programs and determine whether the anticipated benefits of centralization have been realized, the report said, adding that realignments have failed to improve the management of paper files and records.