Taxpayer Assistance Center (TAC) Issue Committee
Face-to-Face Meeting Minutes
Denver, CO
July 19 - 21, 2007

Thursday, July 19, 2007
Friday, July 20, 2007
Saturday, July 21, 2007

Program Owner
Estelle Tunley
Michelle Jones, Field Assistance Analyst

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

Guests
Carol Hatch, Research Analyst
Jeff Wilson, Research Analyst

Staff
Bernie Coston, TAP Director
Judi Nicholas, TAP Program Manger
Dave Coffman, TAP Analyst
Marla Ofilas, TAP Secretary

Opening/Welcome/Introductions/Review Agenda
Jerry opened the meeting and welcomed the attendees.  Introductions were made and it was determined that a quorum was met.  Dave reviewed the agenda topics.

History of the Committee
This issue committee is close to two years old. When the committee began, members were a little unclear on the direction the committee would take.  Since then, members have worked together to successfully elevate valuable recommendations to the program owner.  Last year, the committee successfully elevated a series of simplifications to the Publication Method Guide (PMG). 

The committee is now working on two Taxpayer Assistance Center (TAC) surveys, one for TAC customers and one for TAC employees. The objective of the surveys is to receive feedback from the TAC customer as well as the TAC employee on their overall experience with the service provided within the centers.  The customer survey was conducted in two phases – during the filing season and after the filing season.  TAP members administered surveys to over 500 TAC customers for each phase of the survey process.  An online survey was created for Taxpayer Resolution Representatives (TRR’s) that work in Taxpayer Assistance Centers.  Over 500 survey replies were received.  Tomorrow, the members will spend time working in their subcommittees reviewing the data that was collected.

Jerry thanked all the members for volunteering their time in administering the customer surveys. Jerry also thanked Estelle for being very attentive to the committee.

Estelle provided an update on one of the committee’s prior projects, the Publication Method Guide (PMG).  Both the PMG and Probe and Response guide are being reviewed to see if call site employees and field office employees are able to use the same guide to assist customers. A team is in the process of reviewing a new guide which should be available for the 2008 filing season. A draft of the new guide was recently field tested by TRRs.  Even though the TRRs received little in the way of instructions, the result of the test was determined to be successful.  Training on the new guide will be provided during Field Assistance’s Continuing Professional Education (CPE).  Bob asked if the new guide will be more interactive. Estelle confirmed that it would be more interactive and will also assist the visually impaired. 

Taxpayer Assistance Blueprint (TAB 2)
Jerry Fireman facilitated a discussion on Phase 2 of the Taxpayer Assistance Blueprint (TAB 2).  Some members felt that the report does not reflect a blueprint for improvements nor does it define goals. The impression from some members is that the report is a taxpayer compliance blueprint instead of a taxpayer assistance blueprint. In addition, the report does not discuss improving the field offices for taxpayers that have a hard time using the internet or that need to meet IRS employees in person.

Survey Results Orientation
All participants briefly reviewed the data from both surveys.  Dave provided an agenda for tomorrow’s subcommittee break out groups and Jeff and Carol gave a high level explanation of the survey data that was compiled. 

Instructions for Tomorrow’s Subcommittee Meetings
Dave explained that the committee members are charged with analyzing the survey data, summarizing their findings, identifying major themes, and formulating potential recommendations. The committee will also need to decide if they will write one report with combined data or two separate reports with explanations of their findings.

Program Owner
Estelle Tunley
Michelle Jones, Field Assistance Analyst

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

Guest
Carol Hatch, Research Analyst
Jeff Wilson, Research Analyst

Staff
Bernie Coston, TAP Director
Judi Nicholas, TAP Program Manger
Dave Coffman, TAP Analyst
Marla Ofilas, TAP Secretary

Subcommittee Break Out
The committee members spent the day in their respective subcommittees. The members were charged with analyzing survey data, summarizing their findings, identifying major themes, and formulating potential recommendations.

To ensure that each subcommittee is balanced with the same number of members, Jerry Melchior agreed to transfer from the Customer Survey Subcommittee to the Employee Survey Subcommittee.  

The members will reconvene on Saturday July 21 to inform the committee of their findings.

Program Owner
Estelle Tunley
Michelle Jones, Field Assistance Analyst

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

Guest
Carol Hatch, Research Analyst
Jeff Wilson, Research Analyst

Staff
Judi Nicholas, TAP Program Manger
Dave Coffman, TAP Analyst
Marla Ofilas, TAP Secretary

Welcome/Announcements
Jerry opened the meeting and welcomed the members and guests.

Employee Survey Subcommittee Report
Bob reported on the subcommittee’s next steps:

• Carol will work with Jeff to re-tabulate some of the survey data
• Each subcommittee member will summarize the employee comments they were assigned to study, and
• The employee comments will be added as an appendix to the final recommendation report

The subcommittee recognized and identified major themes, which were:

• Employee satisfaction
• Employee training
• Scope of TAC employee services 
• The methods managers use to operate TACs
• The order with which taxpayers receive service: Q-matic system
• Location of employee computers
• Office equipment needs
• Staffing needs
• Late tax forms and publications (not getting the proper forms and publications in time for the filing season)

In addition, 11% of business taxpayers visit TAC offices.  The survey results show that TRRs would like to have more training on business taxes.   

Customer Survey Subcommittee Report
Bruce provided a report outlining three themes that the subcommittee found: 

• Taxpayer service delivery
• Access to services
• Measures of qualities of service

The members felt it was important for employees to educate the taxpayers when alternative services are available.  In addition, they found that taxpayers who visit the taxpayer assistance centers do so for the comfort and assurance they get by believing their tax situation has been resolved.  . 

The subcommittee members felt that taxpayer education is vital. The suggestion was made that taxpayers could watch a television monitor with tax topics while waiting for assistance.

Commonalities of Each Study
Jerry explained that there are two committees and two separate reports. The full committee will need to decide if there are commonalities and if there should be one report or two.

Doug suggested that there should be a summary of both reports.  Judi asked if there should be an executive summary with overall comments of each survey. Wayne suggested that the executive summary be written separately, and not simply a “cut and paste” from the body of the report. 

Judi informed the members that Bernie is soliciting assistance from the TAS Communication and Liaison office, the same office that assists with the National Taxpayer Advocate’s annual report to Congress.  Estelle wanted to ensure that the report comes from TAP. Judi confirmed that the Communication and Liaison office will not write the report or change the content. 

Next Steps as a Full Committee:
Action: Jeff will complete cross tabulation for the Customer Service subcommittee.
Decision: The full committee agreed that the final report will be completed by November 30. Judi suggested that the full committee add additional meetings to complete their report. She stressed the importance of not losing momentum.   

Decision: The full committee decided to hold their next meeting on August 7.

Program Owner Comments
Estelle thanked the members for their hard work. Estelle also took time to present awards to those who volunteered to administer the surveys.

End of Meeting Assessment
All members felt that the meeting was a success and thanked Jeff and Carol for their assistance with the tabulation of the survey data.

Jerry closed the meeting.