Taxpayer Assistance Center (TAC) Issue Committee
Meeting Minutes
March 25, 2008

Program Owner
Beth Tucker
Michelle Jones, Field Assistance Analyst

Members Present
Craig Capehart
Dan Fretheim
Bob Haines
Louise McAulay
Jerry Melchior
David Monnier
Homer Sewell III
Ann Spiotto
Tommy Thompson
Wayne Whitehead, Chair

Members Absent
Dean Conder
Ed Johnson, Vice Chair
Regina White

Guests
Christine Kitts
Maylene Tolbert

Staff
Judi Nicholas, Program Manager
Dave Coffman, Program Analyst
Marla Ofilas, Secretary

Welcome/Opening
Wayne opened the meeting and welcomed the members. Roll call was taken and a quorum was met.

Approval of Minutes
The committee reviewed the draft minutes from January and February 2008.
DECISION: The minutes for January and February 2008 were approved. 

TAC Visits
Wayne began by acknowledging the thorough reports recently submitted by Louise and Ann.  Wayne asked Louise and Ann to share their observations with the committee.    

During her visit, Louise observed that visitors were patient to wait for assistance, even though the wait time was longer than expected.  Louise also found that the larger TAC offices are busier and complete larger numbers of both business and personal returns.   

Louise identified two items of concern.  One was signage and the other was the time spent screening a TAC customer.  Beth asked Louise if she noticed, during the screening process, if customers had income that exceeded the TAC return preparation limit.  Beth explained that customers bring in many returns that are considered “out-of-scope.”  This is why the screening process is so important.  Judi asked if statistics are kept on the number of returns that are out-of-scope for tax preparation assistance. Beth replied that Field Assistance does not keep statistics on out-of-scope returns. 

Ann provided a brief report of her TAC visits in both a major metropolitan business district and a suburb.  Ann discovered the importance of having an efficient receptionist in the TAC. A good receptionist makes the whole office run smoothly. 

Ann continued by asking what the IRS is trying to achieve with the TAC offices? Beth answered that the mission is to provide a venue for taxpayers to seek direct assistance – defined as return preparation, account work, answering tax law questions and providing tax forms.  Beth further explained that the TAC committee was charged with exploring and recommending different ways to make the return preparation process as seamless as possible, within the existing constraints.  Ann asked about wait time.  What is appropriate?  Beth replied that there has been some serious discussion on wait time within Field Assistance.  The focus of the discussion was on managing traffic and providing customers with realistic expectations when they visit their local TAC.   An appropriate wait time is defined by the customers.  Sometimes customers choose to wait a couple of hours while others choose to return another day when the wait time may be shorter.  

While interviewing the TAC managers, Ann learned that the updates to the return preparation software are not always loaded timely on the TAC office computers.  Wayne noted that there seems to be some concerns with the software.  Wayne felt this was something which could be discussed at the face-to-face meeting.

Next Steps
Wayne reminded members to send their TAC observation reports to Dave.  Dave will consolidate the reports and note any significant trends.  The committee will review the consolidated report, draw conclusions and prepare recommendations at their upcoming face-to-face meeting.

Face-to-Face Meeting
Judi announced that the committee will meet in Denver. Marla will be contacting the members to begin travel arrangements.

The face-to-face meeting is scheduled for Thursday May 29 through Saturday May 31.

Program Owner Comments
Michelle felt if the committee continues with their hard work and dedication, the result will be a list of good recommendations.  Beth noted that 320 TACs will be open on Saturday, March 29 to assist taxpayers with preparing their 2007 returns so they can receive their economic stimulus payment.

Closing
Beth thanked everyone for their hard work and is looking forward to receiving the recommendations.  Wayne asked what the protocol is if members have follow-up questions for their local TAC manager.  Michelle suggested that members work through Dave to establish follow-up calls.   
ACTION: Members will contact Dave if they have follow-up questions for the local TAC managers.

Wayne thanked everyone for attending and closed the meeting.