Taxpayer Assistance Center (TAC)
Issue Committee Meeting Minutes
March 9, 2007

Program Owner
Estelle Tunley

Attendance
Jerry Fireman, Chair
Bob Haines
Bill Matheny
Wayne Whitehead
Doug Wilhelm
Bruce Zgoda, Vice-Chair

Absent
Jerry Melchior

Guest
Carol Dille Hatch
Gil Yanuck

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

Opening/Welcome
Jerry opened the meeting and welcomed the members, guest and staff. Marla took roll call and a quorum was met.

Customer Survey Subcommittee Report
Bruce reported that the 422 surveys were collected and 10% of those surveys were in Spanish. Bruce explained that the quota is 500 but feels that the committee will receive well over 600, after surveys are administered later in the month. The subcommittee will now focus on phase two which will be administered in May.

Dave commented that the survey volunteers reported great support from the local TAC staff. Jerry agreed and asked if thank-you letters should be sent to the offices where the surveys were conducted. Judi felt it was a good idea and suggested that the volunteers also receive a thank-you letter.

DECISION: The full committee agreed that thank-you letters should be sent to all who participated in the surveys. A thank-you letter will be drafted and sent to Jerry for his signature. Thank-you letters will be mailed out in May after phase two of the TAC surveys. Judi explained that Dave will start the process of securing dates for the May surveys. Once the dates are secured, Dave will schedule the volunteers and work with Michelle to notify the TAC offices.

Employee Survey Subcommittee Report Out
Bob informed the committee that he created a brief paragraph, explaining the purpose and providing instructions, which will accompany the employee survey.  Carol noted that she is working on the online employee survey and expects to have the draft completed by March 20.

Program Owner Comments
Estelle expressed her appreciation with the progress of both surveys. Estelle also provided an update on the TAB report.  The report has been completed and elevated to the Department of the Treasury and will be available to the public in April.

Estelle commented on an initiative, currently being reviewed by Field Assistance, involving customer wait times in TACs.  The method for measuring wait times is not a truly comprehensive approach. A research organization or external vendor is being considered to help understand true wait time.

Closing
Jerry closed the meeting and thanked the members for their hard work.