Taxpayer Advocacy Panel
Taxpayer Assistance Center
Issue Committee Meeting
January 12, 2007

Program Owner
Estelle Tunley
Michelle Jones, TAC Analyst

Attendance
Jerry Fireman, Chair
Bob Haines
Bill Matheny
Jerry Melchior
Doug Wilhelm
Bruce Zgoda, Vice Chair

Absent
Wayne Whitehead

Guest
Carol Hatch, TAS Analyst
Laureen Foard, Local Taxpayer Advocate
Brant Goldwyn

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

Opening/Welcome
Judi opened the meeting and Jerry welcomed the members. Marla took roll and a quorum was met.

Customer Survey Subcommittee Report
Bruce reported on the last subcommittee meeting.  At that meeting, the members felt they were not meeting their objective, which is to administer a survey that provides statistically valid results.  The survey draft discussed at that subcommittee meeting only asked five questions and did not include questions about the participant’s demographics.  Questions were combined and re-worked, resulting in the thirteen question survey that Bruce presented to the full committee.   

The full committee continued with a review of each survey question. Carol added that a serial number will be included at the bottom of each survey. Serial numbers will be designated based on office location. The reason for the serial numbers is to ensure that the sample represents the population.    

Decision:  The full committee agreed to use the current (thirteen question) survey. 

Bruce continued by reviewing the talking points which will be delivered during the survey administrator orientation.  Currently, 22 TAP members have volunteered to administer the taxpayer assistance center (TAC) survey.  Each administrator will be required to attend a series of teleconference orientation sessions.  Each volunteer administrator will have the opportunity to choose which teleconference they would like to attend, based on their schedule. The leaders of the orientation will include members of the TAP staff and the TAC committee members. The purpose of the orientation is to provide information in the following areas:  what to expect, how to administer the survey, and what to do after all surveys are completed.  Volunteer administrators should contact Dave Coffman, TAP Analyst, if they have questions. To secure additional volunteers, Bernie will send out an e-mail asking TAP members for their assistance.

The committee members asked about the TAC survey locations. Judi explained that the locations will be based on the location of each survey administrator. Surveys will also be administered over several dates.  Judi also informed the committee that the marketing materials will be mailed to each site and should be available to each volunteer.

Dave introduced the tic sheet which survey administrators will use to keep track of those that decline to take the survey, need a survey in a different language, etc.  Members agreed on some minor wording changes. 

Decision:  The committee decided to use the survey tic sheet (after minor changes to wording are implemented). 

Employee Survey Subcommittee Meeting
At this time, the subcommittee is waiting for final approval of the customer experience survey. The subcommittee intends to use the same questions but rephrase them to fit the TAC employee’s experience when working with customers.

The subcommittee will meet on Tuesday January 16, 2007. This will be their first meeting since December.

Action: Dave will email the approved customer experience survey to the Employee Survey Subcommittee members.

Program Owner Comments
Michelle expressed her gratitude to all the members and felt she has learned in a short period of time.

Closing
Jerry thanked everyone for their participation and Judi adjourned the meeting.

Next Meeting
Tuesday, February 6, 2007