TAP 606-021

Customer Service, Improve Quality

Issue Statement:

Many taxpayers believe the information given to them by the Internal Revenue Service (IRS) is inaccurate or inconsistent.  There is a wide-spread perception that if they contact the IRS more than once about the same issue, they get different answers to their question.

Goal Statement:

The goal is to create confidence in the public that the IRS provides accurate and consistent information.

Proposal:

The proposal is to engage in a very public process to:

• develop a comprehensive IRS-wide plan for continuous quality improvement of customer services; and
• inform and educate taxpayers about quality improvement efforts and their results.

A broadly, representative task force on quality improvement should be formed.  Possible task force membership would include representation from: Taxpayer Advocacy Panel (TAP), Internal Revenue Service (IRS), Service Corps of Retired Executives (SCORE), tax preparers, accountants/CPAs, Volunteer Income Tax Assistance (VITA), American Association of Retired Persons (AARP), National Treasury Employees Union (NTEU), and Universities/academia.

The Task Force will focus on IRS customer service as provided through the telephone, the web site and walk-ins.  Specifically, the task force will improve accuracy and build public confidence by accomplishing the following:

• Review current practices and make recommendations to improve the accuracy and consistency of answers.
• Review current training plans and practices and make recommendations to improve.
• Review current quality improvement plans and create a comprehensive plan for on-going efforts to continually improve quality.
• Inform and educate the public about efforts and results in improving accuracy.
• Create a plan for publicizing and changing public perception about quality improvement efforts and results.