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Project 01284

Revise the IRS Level of Service (LOS) Metrics

Project Statement:

The IRS currently reports a Level of Service (LOS) metric that does not fully reflect taxpayers’ actual experiences when attempting to contact the IRS by phone. The LOS metric only includes calls routed to and answered by Accounts Management assistors, excluding calls disconnected before entering a queue, calls to non-AM lines, and calls resolved through automation. As a result, the data presents an inflated view of service quality and reduces transparency, limiting both accountability and opportunities for strategic improvement

Goal Statement:

To provide a more accurate and transparent measure of taxpayer experience by revising the LOS metric to include all relevant call outcomes. A comprehensive metric will drive operational improvements, enhance accountability, and strengthen public confidence in the IRS.

Toll-Free Phone Line

Year: 2025


Status: Elevated

RECOMMENDATION 01284-001

RECOMMENDATION TEXT:

Implement a Quality of Service Index incorporating accuracy of information provided (measured via post-call audits or reviews). This will provide a more accurate and equitable measure of service. It also enhances transparency, helps identify systemic gaps, and guides smarter resource allocation to improve taxpayer experience across all service channels.

IRS Action: Recommended

RECOMMENDATION 01284-002

RECOMMENDATION TEXT:

Develop a Composite LOS Metric that include a separate ‘True Contact Rate’ that reflects the percentage of callers who successfully reach and speak to a live assistor. This will provide a more accurate and equitable measure of service. It also enhances transparency, helps identify systemic gaps, and guides smarter resource allocation to improve taxpayer experience across all service channels

IRS Action: Recommended

RECOMMENDATION 01284-003

RECOMMENDATION TEXT:

Disaggregate LOS data by call topic/line (e.g., balance due, refund status, identity verification). This will provide a more accurate and equitable measure of service. It also enhances transparency, helps identify systemic gaps, and guides smarter resource allocation to improve taxpayer experience across all service channels.

IRS Action: Recommended

RECOMMENDATION 01284-004

RECOMMENDATION TEXT:

Disaggregate LOS data by time period (peak vs. off-peak season). This comprehensive approach aligns with the Taxpayer Bill of Rights, ensuring the Right to Quality Service by focusing on whether taxpayers receive correct, timely, and respectful assistance.

IRS Action: Recommended

RECOMMENDATION 01284-005

RECOMMENDATION TEXT:

Disaggregate LOS data by geographic origin, to assess equity in service access. This comprehensive approach aligns with the Taxpayer Bill of Rights, ensuring the Right to Quality Service by focusing on whether taxpayers receive correct, timely, and respectful assistance

IRS Action: Recommended