TAP 04-009

Free File—Lack of Feedback

Statement of Issue:

During an Area 5 Committee meeting, Mr. Paul J. Mamo of the IRS addressed the formation of the FreeFile Alliance Partnership. One glaring weakness of that original agreement was the lack of taxpayer feedback concerning the ease of 1) selecting a FreeFile provider, 2) filling out the required information for that provider, and 3) finding out at the end of the process that they were not eligible or that there were unrevealed costs for completing the process. Mr. Mamo indicated that the FreeFile Alliance members were concerned that the IRS would use the feedback from the taxpayers to ”rate” the Alliance members.

Proposal:

TAP believes the IRS should negotiate immediately with the FreeFile Alliance members for the right to survey the taxpayers who use the FreeFile electronic filing method. The feedback gathered should not be used in a judgmental or critical way. However, it should be used to respond to the needs of the actual users of the FreeFile electronic method to make the system more user-friendly and understandable. The new and improved electronic filing method based on the feedback would attract repeat and new users and, thus, would ultimately help the IRS achieve the electronic filing goal as set by Congress.

Area 5 subsequently explained that the recommendation was to initiate a marketing survey of those who used the Free File process to file their income tax. The feedback currently solicited through the helpdesk is of a technical nature such as “Did the hyper-link work?” or “Did the online wizard direct you to the proper Free File service provider?” The IRS responded that Free File Alliance members, with input from the IRS, have agreed to utilize an online survey that will be implemented by the 2005 filing season allow the IRS to gather customer satisfaction information on Free File users.

Response Notes:

In preparation for the 2004 Filing season, the IRS has worked to improve the content, functionality and usability of the Free File pages within irs.gov. This effort included working with taxpayers to conduct content/design usability testing.. In addition, in 2004, the IRS is providing taxpayers with an email address, helpdesk@speedymail.com, to submit feedback regarding their Free File experience. The recommendation (and provision of samples) to survey Free File users will be reviewed and discussed in the coming months.

Area 5 subsequently explained that the recommendation was to initiate a marketing survey of those who used the Free File process to file their income tax. The feedback currently solicited through the helpdesk is of a technical nature such as “Did the hyper-link work?” or “Did the online wizard direct you to the proper Free File service provider?” The IRS responded that Free File Alliance members, with input from the IRS, have agreed to utilize an online survey that will be implemented by the 2005 filing season allow the IRS to gather customer satisfaction information on Free File users.