April 1, 2003
3:00 PM - 4:30PM EST

Participants (Committee Members)

• Mary Balmer, Chairperson
• Richard Bobb
• Anthony DiMartino
• Robert Maziarz
• Patrick McCombie
• David L. Meyer, Vice-Chairperson
• Theodore Perros
• Lou Romito, Designated Federal Official (DFO)
• Doreen Scott
• Leonard Steinberg
• Robert Taylor
• Faith Vinikoor

Staff Members

• Inez E. De Jesus, Program Analyst/Recorder
• Nancy L. Ferree, Program Manager

Members Not Present

• C. Morgan Edwards
• Jerry Gensiejewski Jr.
• Calvin Johnson- (Military)
• Karen Kerrigan
• Manning H. Mosley III
• George Pruchniewski

Guests

• IRS Subject Matter Expert- Deborah L. Carey (Issue #312)
• IRS Representative-Shirely A. Bogan

Public Participant

• Ms. Hyon Bradford (Issue #1282)

Welcome/Announcements/Roll Call
Meeting began by the taking of the Roll call by the Recorder and quorum was met.

Quorum: 10 (12 members participated)

Chair Mary Balmer welcomed all and shared information from the recent Joint Committee Meeting. During this meeting, Balmer questioned what are the plans for replacing empty slots in some committees that are not completely filled yet, and the TAP Director promised to get back to the committees soon with an answer.

There is a concern for when the two-year term is up for the volunteer panel members, will there be a bridge of current members remaining while new selectees join? Panel Member Steinberg shared that based on his experience having some members remaining in order to acquaint the new members is very effective and should be used in the future.

Committee Member Steinberg expressed his concern that the panel was not involved in the decision making process when recent decision was made to have the TAP Program Managers serve as Designated Federal Officials (DFO's) on the Issue Committees instead of the TAP Program Analysts. This issue was elevated at the last Joint Committee meeting and as a result, the TAP Director assured panel members that in the future this should not occur.

When the Chair inquired if there were any questions on the flow of issues, there were no responses.

Chair also shared that the issue whether TAP should be working legislative issues is still pending. The panels were informed two weeks ago that a decision from the Treasury is in draft letter format (awaiting approval before it is distributed and shared with all.) This is forthcoming. Any thought on Area 2's legislative issues need to be tabled until this letter is received.

Review/Approve Minutes of February 28, & March 1, 2003 (Face-to-Face)
Minutes were reviewed and accepted.

Guest Speaker-Subject Matter Expert from the IRS-Issue #312-
IRS Representative Deborah L. Carey addressed the panel instead of Ava Y. Spencer as previously planned.

Background- brief description of Problem brought to the panel by a resident of Maryland, Issue #312-"Taxpayer has direct debit installment agreement and does not receive statements. He feels not being given good customer service since regular installment agreements get monthly statements. Has had problems finding out balances and says if statements were issued he wouldn't have so much trouble knowing what he owes. Shouldn't be treated differently by using direct debit. Says direct debit helps the IRS yet not being kept updated on account is a burden to the taxpayer."

Ms. Carey informed the panel that from the offset when direct debit installment agreement is established, the taxpayer is informed that he/she will not be receiving monthly statements. It is believed that the reasoning behind this is in reduction of paper.

Ms. Carey addressed questions panel had, and she suggested that in order to address why statements do not go out to DDIA's taxpayers this might need to be elevated to a Systems Analyst. ((Action item for the staff).

Panel member McCombie suggested that the IRS use a system similar to the one used by Verizon.

Area 2 panel is considering recommending to the IRS that taxpayers who are on Direct Debit Installment Agreements be issued monthly statement of account. Before this is pursued, the panel needs additional background information.

1. How many taxpayers are on DDIA's? (Statistics are needed)
2. Why are statements currently not issued?
3. Is it possible that statements be issued?
4. How many taxpayers are complaining about not getting monthly statements?

Consensus was reached that before moving ahead with this issue, question number one needs to be addressed and once that is answered then a decision would be made.

The panel expressed their appreciation to Ms. Carey for her input.

Public Participation/Input
Before public participation, DFO Lou Romito provided ground rules and emphasis was made on the 5 minutes allowed for the public participants, and that if more time is needed that will be upon the discretion of the committee.

Ms. Hyon Bradford, Issue #1282, is a Marketing Consultant for the Profit-Tell International Inc; she had previously sent brochures to the committee entitled, "There's a Better Way to Hold On To Them When You Put Them on Hold"- Ms. Bradford addressed the "Telephone Improvement Product Service-Recording Message" that may be beneficial to the IRS in relation to improving the IRS Toll free line service. Ms. Bradford believes that this may improve the image of the IRS; she also emphasized that when an individual is on hold, rather than play music, use this time to educate them while on hold by sharing some information.

The panel expressed their appreciation to Ms. Bradford for her input.

Action Items from Prior Meeting-
For the record, the following "action/follow-up" items from the last meeting have been updated as follows:

1. The regulations regarding Tort Claim coverage when a panelist travels on government business at no charge to the government. DFO Lou Romito shared that a letter from the TAP Director will be sent out soon which will summarize IRS Counsel's response to the matter.
2. Issue #1203- "Request for Simplicity on all IRS Tax Forms" (not legislative issue)- The panel will be sending a closing letter- closed issue.
3. Government Issued Sprint Phone Cards-Panel Member Dick Bobb has received his card since last month's meeting.

For the record, the staff addressed action items from the previous meeting.

Brainstorm on Location for Second Face-to-Face Meeting- June 20/21, 2003
Panel is considering holding their second face-to-face meeting in either Philadelphia, PA or in Baltimore, Maryland. Program Analyst De Jesus is to conduct a cost comparison of both cities and share this with the panel within the next two weeks. (Action item- due by no later than April 16th).

Panel expressed a preference to have a Subject Matter Expert (SME) come to the meeting site as opposed to visiting a Service Center. Some panel members shared that they had already visited Service Centers/Campuses.

As the date nears, based on the prioritized issue, the staff will make arrangements to obtain a SME. (Action item for the staff).

Update on New Issue Numbering System
Program Analyst De Jesus shared that a new Contact Database has been created, thus causing a change in the numbers of the existing issues. Ms. De Jesus is currently working on creating a cross reference list and this will be distributed to all soon. (Action item for the staff).

Update on Active Issues
Issue #1211-"Request that a Paragraph about TAP be added to IRS Publications"-feedback from Panel Member Gensiejeski is needed; will be kept open for now.

Issue #1217- "EFTPS (Electronic Funds Transfer Program System) Phone Prompts are Misleading"- & Issue #1221-"Question on Electronic Tax Payments" - & Issue # 1259-"E-file Suggestion"- these 3 issues are interrelated. Sub-committee: Dick Bobb, Bob Taylor. Committee would like to see if anything can be done to improve the automated telephonic prompts for the EFTPS system. Program Manager Ferree has made arrangements for a teleconference meeting on April 16, 2003, at 3:00 pm EST with an IRS SME. (FTD EFTPS Pilot Project) for this sub-committee.

Issue #1229- "IRS Employees Do Not Have the Knowledge To Correctly Answer Tax Questions"-Sub-committee: Doreen Scott & C. Morgan Edwards- Ms. Scott shared that she had contacted the taxpayer that brought this issue to the panel and his question to the IRS was on retirement and mortgage interest etc.

Vice-Chair Meyer will be preparing and sending out closing letters as discussed at the previous meeting for some of the issues.

Issue #1242-3- "1040 Toll Free Line"- specifically the quality of the answers received. Panel Member Vinikoor took the lead on this issue. Other members listed on the sub-committee: DiMartino, Pruchniewski, Taylor, McCombie, Scott & Kerrigan..

Ms. Vinikoor suggested that perhaps a survey be sent out to the public and if so the NTEU (National Treasury Employees Union) will have to be contacted before doing so.

Issue #1253- "Improvement to IRS Telephone Service"- Sub-committee Member Pruchniewski- panel discussed having a SME at the next face-to-face meeting since the telephone issue is a recurring one. (Action item for the staff)

Issue #1243- "Taxpayer Assistance Centers Numbering System Not Applied Properly by IRS Employee"- Sub-committee: DiMartino- Panel member DiMartino shared that he has seen a great improvement at this IRS office. It was agreed by the committee that this issue be closed.

New Issues Since Last Meeting
Issue #1282- "Improvement to Telephone Service"- Please reference Ms. Bradford's (Public Participant) presentation to the committee noted earlier in the minutes.

Closed Issue #59- Website Comment: TAP Chair read the following to the panel: "I recently received a letter from the IRS stating that my state refund had been garnished due to the fact I owed for back taxes in 1997. I also received a letter from the federal government stating the very same thing. I now sit and wait for my refund in the amount of $1,400.00 that was deducted from both the state and federal return. I feel that this is wrong.... I would like to try and change the system if possible so that other taxpayers will not be put through the same thing that I am still going through at this time!!!!!!!!!"

Issue #68- "Student Loan Interest Deduction"- legislative issue- David Meyer shared that since this issue is also being worked by Area 1, this issue was shared with Area 1 Panel Member Eileen Shuman.

Issue #76- Request from Midwest TAP - Form 1040A & Duplication of Supporting Documents due by April 9, 2003- Committee decided that response will be sent individually, and will be removed from the open issue list for Area 2.

Issue #79-2- "Form 1041/Instructions/Examples"-Chair Balmer shared that she had attempted to phone the individual that brought this issue to the panel because Chair needed to understand specifically what was complicated and/or time consuming with regard to completing the Form 1041. Chair is awaiting call back from this taxpayer.

Closing Assessment
DFO Romito asked the committee if they had heard from their Local Taxpayer Advocates. There were mixed responses.

DFO Romito shared that he had the opportunity to meet the Designee Commissioner Mark W. Everson (awaiting Senate approval) when he recently visited the Baltimore IRS Taxpayer Advocate Service office. Mr. Everson was made aware of the Systemic Advocacy, Best Practices and the role of the TAP- Area 2 committee. DFO Romito also expressed that Mr. Everson will carry over former Commissioner Rossotti's programs.

Meeting ended timely.

Next Meeting by teleconference = May 6, 2003, from 3:00 PM-4:30 PM EST- Same dial-in and pass code.

May 6, 2003