Taxpayer Assistance Center
Issue Committee Meeting
Washington DC
Wednesday, December 13, 2006
Minutes

Program Owner
Estelle Tunley
Michelle Jones, TAC Analyst
Shirley Washington, TAC Analyst

Attendance
Jerry Fireman, Chair
Robert Haines
William Matheny
Jerry Melchior
Wayne Whitehead
Doug Wilhelm
Bruce Zgoda, Vice Chair

Guest
Carol Hatch, TAS Analyst

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

Opening/Welcome/Announcements
Judi opened the meeting. Jerry Fireman welcomed the members.

Committee Focus: Milestones, Goals and Objectives
Estelle reviewed the progress over the past year.  A year ago when the committee was formed, the members met with Estelle and learned of the program owner objectives.  Several months later, at the face-to-face meeting in Denver, the members spent time reviewing the publication method guide (PMG) and formulating the initial draft of survey questions for taxpayer assistance center (TAC) customers and employees. 

Two subcommittees were formed to accomplish the objectives, the PMG subcommittee and the Customer Experience subcommittee (to formulate the survey).  At the Denver meeting, Taxpayer Resolution Representatives (TRR) met with the PMG subcommittee to demonstrate how the PMG is used in the workplace.  The subcommittee found that some of the questions asked in the PMG, were not in the appropriate order. The subcommittee members all agreed that the “drop dead” questions should be at the beginning of the tax law category. 

The Customer Experience subcommittee also left the Denver meeting with a much clearer vision.  The subcommittee later met in Atlanta to work on the TAC customer survey.  During the Atlanta meeting, the subcommittee established a goal to ensure the survey results will be statistically valid.   

Publication Method Guide Subcommittee
As the subcommittee leader, Bob provided the subcommittee report.  Bob thanked Kimberly Chowning, former TAP member, for her hard work on the recommendation.  Bob explained that the committee worked on trying to get the disqualifier questions at the beginning of the tax law category. 

The subcommittee reviewed the latest draft of the PMG recommendations and agreed with the updates.

Decision: The full committee agreed that the PMG recommendations should be forwarded to the program owner. 

Action:  Dave will formalize document and forward it to Estelle. 

Customer Experience Subcommittee
As the subcommittee leader, Bruce reported that the subcommittee members completed a test survey at three TAC locations.   

Bruce administered the surveys while the taxpayers were leaving the TAC office. He provided some marketing materials as thank-you gifts.  Doug added that he participated in the test survey and discovered that the TAC customers were very happy and friendly. Doug suggested that time spent setting up the survey table be included in the estimated daily time needed to administer the survey. 

Doug felt that the only problem he had was trying to administer the survey to multiple people at the same time.  He also discovered that some people did not complete the second page of the survey. Estelle asked for the preliminary data from the surveys.  

Action:  Dave will provide the preliminary data from the surveys.

Wayne also shared his survey experience. Wayne felt that members, who participate in administering the survey, should dress casually.  Wayne wore a suit when he administered the test survey.  This may have intimidated some customers. 

Action: Include a dress code in the survey administrator orientation. 

Bruce asked if training will be provided to members that volunteer to administer the survey. Judi imagined that a teleconference would be scheduled and members would be given guidance on administering the customer surveys. Dave noted that 16 members have volunteered to administer the survey. Dave felt that the survey dates and times will need to be narrowed down to allow members to set their schedules accordingly. 

Shirley explained that once all participating members have been recognized, the TAC offices will be contacted to inform them of the survey.

Jerry Fireman thanked the members for all their hard work. Estelle agreed and expressed her gratitude. Jerry reviewed the agenda for the next day. 

Judi closed the meeting