Taxpayer Assistance Center (TAC)
Issue Committee Meeting
Teleconference Minutes
October 3, 2006

Program Owner
Estelle Tunley

Designated Federal Official
Judi Nicholas

Attendance
Kimberly Chowning
Jerry Fireman, Chair
Bob Haines
Bill Matheny
Jerry Melchior
Wayne Whitehead
Bruce Zgoda, Vice-Chair

Absent
Doug Wilhelm

Staff
Marla Ofilas, Note Taker
Janice Spinks, Program Analyst

Guest
Michelle Jones

Welcome/Announcements
Jerry welcomed the members and asked if there were any announcements. Estelle announced that Shirley Washington will be retiring and introduced Michelle Jones, member of the Field Assistance staff in Atlanta. Shirley will be working with Michelle, who will be taking Shirley’s place. 

Roll was taken and a quorum met.

Customer Experience Sub-committee Report
The members received a copy of the draft surveys on September 26 via email. The sub-committee met in Atlanta and discussed the customer and employee surveys. The sub-committee is attempting to construct the employee survey so that the data correlates with the customer survey data.

Staff members from the TAS Research office are working with the sub-committee on the surveys to ensure that the final surveys collect the data needed and the sample is large enough to produce statistically accurate data. Estelle stated she would like the team to determine how long it takes an individual to complete the survey. Estelle explained that her concern is not about the validity of the survey but the length of the survey and does not want to scare people away.   The sub-committee will discuss testing the surveys at the next call. 

Publication Method Guide (PMG) Sub-committee Report
Bob explained that Kimberly received comments from Bill Matheny and the TRR’s regarding the PMG draft. Kimberly offered to forward the comments to the sub-committee members.

Kimberly informed the committee that she was surprised by the comments she received.  The TRR’s felt that the revised version of the TLC was too detailed and pulled in too much information from the publications. Kimberly felt it was a reversal from the comments that were provided originally. Jerry wondered if the difference in opinion was based on the experience of the TRR’s. Kimberly explained that the comments received were from TRR’s that are responsible for creating the PMG. Estelle added that there could be an issue with either the TRR experience level or that they are in the middle of rewriting the PMG, which started in April.

Judi reviewed the next steps and offered to forward the TRR’s comments to the sub-committee members. The sub-committee will review the comments and discuss a recommendation during their next teleconference.

Action: Judi will forward comments to the PMG draft to the sub-committee members.

Jerry asked the full committee and Estelle to comment on the timeframe for completing the TAC projects. Estelle explained that the Field Assistance PMG team is in the process of updating the PMG and has completed 19 of the 83 TLCs. In addition, the team is trying to incorporate as many suggestions from the TAC committee as they can for the 2006 PMG. The goal is to have the PMG ready by November, in time for Field Assistance CPE training.  Estelle wanted the committee to know that the suggestions are being considered even though a formal recommendation has not been submitted. Jerry asked Estelle what the goal is for completing the surveys. Estelle explained that she hoped to have the survey completed in two phases; filing season and off peak season. However, it depends on when the survey is finalized.

Bob asked if the committee could review the work that the TRR’s have completed. Estelle felt it wasn’t a problem and agreed to share a copy of the TLC’s that the committee provided input on.

Action: Shirley will send a copy of the completed TLC’s to the committee.

Program Owner Comments
Estelle felt the committee is on target.  Having the face-to-face meeting in May really helped to move the process along. Estelle thanked the members for their hard work.

Judi asked Estelle if she was prepared to discuss possible issues to be worked in 2007. Estelle asked if it could be discussed during the November teleconference but did feel once the PMG submits their recommendation, she would like to see the PMG sub-committee members participate with the survey sub-committee to provide support in conducting the survey.

Bob suggested that the PMG sub-committee review other potential issues, for example adding a kiosk in TAC offices. Estelle explained there will be a test effort during the 2007 filing season for self-assisted services in selected TACs; however, the test will be administered by the TAB team. Estelle suggested that the sub-committee continue discussing possible issues during their October 17 sub-committee teleconference.

Action: The sub-committee will include “possible issues” on their October 17 agenda.

2007 Administrative Issues
Judi asked the committee to think about possible dates for TAC committee 2007 face-to-face meeting. Judi explained that new members will not be added to the TAC committee.  Deciding on face-to-face meeting dates now will allow more time for the committee to work on their issues at the annual meeting in December. 

Decision/Action: The committee agreed to continue with the current teleconference schedule. The committee will discuss possible face-to-face dates during their November 7 teleconference.

Closing
Jerry thanked the members and the meeting adjourned.

Next Teleconference is scheduled for November 7, 2006