Taxpayer Assistance Center (TAC) Committee Meeting Minutes

August 1, 2006

Program Owner:

• Shirley Washington (for Estelle Tunley)

Attendance:

• Kimberly Chowning
• Jerry Fireman, Chair
• Bob Haines
• Bill Matheny
• Jerry Melchior
• Wayne Whithead
• Doug Wilhelm
• Bruce Zgoda, Vice-Chair

Staff:

• Judi Nicholas, Designated Federal Official
• Dave Coffman, Analyst
• Marla Ofilas, Note Taker

Welcome/Roll Call
Jerry opened the meeting and welcomed everyone. Roll call was done and a quorum was met.

Publication Method Guide (PMG) Sub-committee Report
The sub-committee had a conference call on July 18 that included IRS staff and the Taxpayer Resolution Representatives (TRRs). The sub-committee felt the TRRs provided them with a better understanding of the daily challenge they face, trying to use the PMG. The sub-committee members all agreed that the elimination questions should be at the beginning of the topic so the interview will not be unnecessarily extended. They also agreed that the TRRs and the telephone representatives should be using the same guide when answering questions. Using the same guide could make it efficient for the IRS to move employees between jobs, with little training and also provide better results to the taxpayers. The sub-committee also looked at specific TLCs (tax law categories) related to the hurricane relief, dependants and filing status.

Shirley explained to the committee that there is a group of TRRs that are looking at the same TLCs. She will provide a report of their findings to the sub-committee.

Action: Kimberley will review and prepare a detailed report on the filing status TLC Sunday August 6, 2006. She will also provide a courtesy copy to Shirley.

Action: Dave will create and send out an agenda for the next sub-committee meeting.

TAS Research Results/ Customer Experience Sub-committee Report
The Office of Management and Budget (OMB) was contacted to determine if the customer experience survey was subject to the Paperwork Reduction Act, requiring OMB review and approval. Since the survey was developed by and will be used by the TAP, the survey is not subject to OMB review and approval.

The TAB team shared the results of a survey that was conducted for the Phase I report; however, the survey is confidential and can not be shared with anyone other than the TAC members. The data provided on walk-in traffic may be useful to the sub-committee.

Action: Dave will email the TAB survey results to all members (IRS Service Channel Study).

The TAS research group was contacted to request their assistance in developing a statistically valid sample. Shirley and Dave are gathering information to help the research staff determine a valid sample size. Additionally, it was recommended that the sub-committee review each of the survey questions and ask the following:

• Based on the questions being asked, what information can the sub-committee expect to receive from the survey answers?
• How can that information be used to affect change?

The sub-committee will also need to discuss how the survey will be administered.

Shirley explained that the TAB team had some additional questions they would like to submit to the sub-committee for consideration and possible inclusion in the survey.

Action: Shirley will provide the TAB team questions to the sub-committee.

Next Steps:

• The sub-committee will review the questions on the employee and customer surveys
• The sub-committee will be prepared to discuss ideas on administering the survey
• The timing of the survey will need to be decided
• Questions from the TAB team will need to be reviewed
• The sub-committee will need to ensure that each question is only asking one item. For example, “I am confident that I received complete and accurate responses.” A customer could have received complete responses but not accurate responses. How does a taxpayer respond to the statement if they agree with one part but not the other?

The sub-committee members discussed the possibility of holding a face-to-face meeting to work on their survey.

Decision: The sub-committee decided to meet on August 31 and September 1 in Atlanta, GA.

Action: Dave will email mail the dates and location of the meeting.

Program Owner Comments
Shirley stated that Estelle wants both sub-committees to continue moving forward. She wants them to understand that, even though they may feel the process is moving slowly, progress is being made.

September TAC Meeting Date
The next TAC meeting is scheduled for Labor Day. The committee discussed alternative dates.

Decision: The TAC committee has decided to move their meeting to Tuesday September 5, 2006.

Closing
Jerry thanked everyone and closed the meeting.