TAP RECOMMENDATION

Include an improveirs.org public service announcement in the on-hold announcement carousel.

Thank you for your recommendation regarding adding a public Service announcement promoting the impovingirs.org website for taxpayers to submit issues.

As previously shared with the TAP, there is a limit on the number of in-queue messages we can play, coupled with mandated messages we must play and those needed for business needs. We think directing the taxpayer to another organization’s website may be confusing since we already direct them to IRS.gov for on-line assistance. In addition, taxpayer confusion may create demand and disconnects that impact the level of service (LOS) and, the Customer Satisfaction Survey participant rate if we are asking taxpayers to go to another website to provide feedback. As a result, we do not envision this recommendation will have a positive effect on our telephone operations or the taxpayer experience. We will not be adopting this recommendation.