RECOMMENDATION 2378
RECOMMENDATION TEXT:
Add under: Individuals may submit their comments to AP.Taxpayer.Experience@irs.gov by Dec. 2, 2022. If you have recommendations to improve the IRS, customer services and satisfaction find out more at Improveirs.org Comments can be directed to the Taxpayer Advocacy Panel at this web page for TAP submissions/consideration.
IRS Action: Not adopted
Not adopted
RECOMMENDATION 2379
RECOMMENDATION TEXT:
Add the following section: TAXPAYER’S ONLINE ACCOUNT – Each taxpayer has the ability to create and access their individual taxpayer account to view updated individual account information including: account balances by year; payment options and activity; tax records and transcripts; notices and letters; and third-party authorizations. Please go to irs.gov and select “Sign in to your Online Account” to get started. Our committee is receiving multiple requests and/or comments regarding Our committee is receiving multiple requests and/or comments regarding taxpayer confusion and difficulty in receiving and understanding IRS Notices and Correspondence. Our committee firmly believes that adding this notification to every notice and taxpayer correspondence could alleviate the 1-800 phone line burden. The Notices and Correspondence Committee believes that if the taxpayer knew they could create an on-line account, much of this confusion could be alleviated. Most taxpayers are trying to obtain or confirm individual account information on the main IRS page. OR, taxpayers never visit the IRS main page to realize that taxpayers have the ability to create and view taxpayer’s individual on-line account information. Therefore, we respectfully request that this text be included at the top of ALL IRS correspondence. Our committee would then advocate for further detail and improvements under the taxpayer on-line account – which our committee will discuss and present.
IRS Action: Not adopted
This recommendation is identical to the one submitted in September 2022, by the Taxpayer Communication Committee (Referral 54250 ID# 2348). The suggested content cannot be added at the top of all IRS correspondence because of formatting standards. It is imperative we follow these standards to prevent disclosure of taxpayer information through the windowed envelope. Adding this text to another part of all IRS correspondence would unnecessarily increase the cost. Additionally, this could lead to customer dissatisfaction as the information they may be looking for is not available within the OLA application. Several notices already include a reference to OLA and direct taxpayers to options such as paying online, and QR codes to irs.gov services. We also insert Notice 1450, View This Notice at IRS.gov/account, to describe currently available OLA services. The IRS will continue reviewing notices to determining which ones should cite OLA. This is dependent upon funding, resources, and other priorities. We will continue promoting the OLA option to the maximum extent possible. REBUTTAL – we created a condensed version: TAXPAYER ONLINE ACCOUNT – Taxpayers can create and access taxpayer online accounts. Please go to irs.gov, select “Sign into your Online Account” to get started. Non-Adopt: Please see previous detailed response. Several notices already include a reference to OLA and direct taxpayers to options such as paying online, and QR codes to irs.gov services. We also insert Notice 1450, View This Notice at IRS.gov/account, to describe currently available OLA services. The IRS will continue reviewing notices to determining which ones should cite OLA. This is dependent upon funding, resources, and other priorities. We will continue promoting the OLA option to the maximum extent possible. M&P’s Response to TAP Rebuttal 63526, Letter Involving IR 2022-170 and Taxpayer Experience remains: non-adopt. However, as part of the simple notice initiative and the redesigning of the notices, language directing taxpayers to OLA Online Account is under consideration.