Issue Statement: Incorporate a live-chat feature in current and future chatbots, identifying options for elements, processes, and scalability to be included in the design of the live-chat.

Goal Statement: The goal of this referral is to support the mission of the IRS to “provide America’s taxpayers with top quality service. This referral recommends that taxpayers be transferred to a live agent when a chatbot is unable to provide the information necessary to sufficiently guide, direct or provide information to the taxpayer. This referral further identifies key elements for implementation of an on-line live-chat feature to provide direct customer service to taxpayers. The Committee recommends that these features be incorporated into any applicable IRS website page. This recommendation is in accordance with paragraphs 1-3,7,8 and 10 of the Taxpayer Bill of Rights. Additionally, several protections outlined in the Taxpayer First Act are also supported by these recommendations, including: improved customer service, organizational modernization, and the development of information technology.

How important is this issue to you?

1 2 3 4 5

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status:

Elevated for Reconsideration

Toll-Free Phone Line

62577

Standardized Customer Service

Why it matters

Issue Statement: Standardization of customer service surveys on IRS toll-free phone to ensure measurement of problem resolution and customer service.

Goal Statement: To capture direct input taxpayers about their satisfaction with the level of customer service after contacting the IRS through a toll-free phone line.

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1 2 3 4 5

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status:

TAP Reviewing IRS Response

Notices & Correspondence Committee

69719

Letter 4883C, 5071C and 5447C

Why it matters

Issue Statement: Evaluation of the 4883C, 5071C and 5447C

Goal Statement: The goal of this project is to review and make recommendations to the IRS that will enhance customer service and improve the taxpayers’ experience. Letters and Notices are sometimes hard to understand and make it difficult for taxpayers to comply with tax law.

How important is this issue to you?

1 2 3 4 5

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Extremely important

status:

TAP Elevated issue to IRS

Notices & Correspondence Committee

63395

CP 2000 verification for unreported income

Why it matters

Issue Statement: Letters and Notices are tax account related, public-use correspondence created because of an account related activity or condition. Determine if the CP2000, clearly and effectively communicates to taxpayers – easy to understand instructions and steps to resolve discrepancies in IRS third party reported information versus taxpayer reported information.

Goal Statement: The goal of this project is to review and make recommendations to the IRS that will reduce taxpayer frustration and confusion, thereby enhancing taxpayer compliance and/or giving taxpayers a more concise and efficient way to dispute incorrect IRS information.

How important is this issue to you?

1 2 3 4 5

Not very important

Extremely important

status:

TAP Reviewing IRS Response

TAC Improvements Committee

69548

Customer Feedback

Why it matters

Issue Statement: Click or tap here to enter text. In the footer of main IRS web page (IRS.gov), create a link under the “OUR AGENCY” for taxpayers to provide feedback on the level of service received or to give recommendations. The link will take them to a page for taxpayers to provide an IRS location visited/phone number called, time visited/called, employee name/ID # (Optional) provide and provide space for information about service received, who served them and recommendations.

Goal Statement: The goal of this referral is to provide taxpayers a mode of providing feedback about their customer experience and meet the intent of TBOR #2-The Right to Quality

How important is this issue to you?

1 2 3 4 5

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Extremely important

status:

Check out Annual Report 2024

Tax Forms & Publications Committee

57139

Digital Assets

Why it matters

Issue Statement: Evaluation of forms, instructions, publications, and on-line information regarding Digital Assets/Cryptocurrency issues taxpayers may encounter.

Goal Statement: The goal of this project is to review and make recommendations to the IRS that will enhance customer service and improve the taxpayers’ experience. The goal of the Tax Forms and Publication Committee (TFP) members is to promote more efficiency in the communication and implementation of tax laws. The changes will lead to better and more understandable communications between taxpayers and the IRS and promote a better relationship with taxpayers. Members will review IRS guidance and consolidate their findings to request an inclusive Publication.

How important is this issue to you?

1 2 3 4 5

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Extremely important

status:

TAP Elevated issue to IRS

Tax Forms & Publications Committee

64919

Decedent Issues

Why it matters

Issue Statement: Evaluation of forms, instructions, publications, and online information regarding Decedent and Trust issues taxpayers may encounter.

How important is this issue to you?

1 2 3 4 5

Not very important

Extremely important

status:

TAP Elevated issue to IRS

Tax Forms & Publications Committee

55984

Form 8938, Statement of Foreign Financial Assets

Why it matters

Issue Statement: Evaluation of Form 8938 and instructions to determine if the form and instructions clearly communicate appropriate guidance to the public.

Goal Statement: The goal of this project is to review and make recommendations to the IRS that will enhance customer service and improve the taxpayers’ experience. The goal of the Tax Forms and Publications Committee (TF&P) is to promote greater efficiency in the communication and implementation of tax laws. The suggested changes will lead to better and more understandable communications between taxpayers and the IRS and promote a better relationship with taxpayers.

How important is this issue to you?

1 2 3 4 5

Not very important

Extremely important

status:

TAP Awaiting IRS Response

Taxpayer Communications Committee

72106

Asynchronous communication: Evaluating a centralized communication experience

Why it matters

Issue Statement: Taxpayers are requesting enhanced availability of services in their Individual Online Accounts. The IRS has invited participation from TAP on this same issue.

Goal Statement: The goal of this project is to request specific updates to services available in the Individual Online Accounts, to meet Taxpayer needs, improve the taxpayer experience and reduce phone calls to the IRS regarding frequently requested information.

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status:

TAP Awaiting IRS Response

1 2 3 … 10

Current Report

2022 TAP Annual Report

The 2022 TAP Annual Report highlights our key recommendations to improve IRS customer service and summarizes our key accomplishments and activities, including the 201 recommendations submitted to the IRS in 2022.

2022 TAP Annual Report

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The Taxpayer Advocacy Panel

(TAP) has forwarded more than 2,763 recommendations to the IRS. Our volunteer members act as a two-way channel between the IRS and the general public to listen to taxpayers, identify issues, submit recommendations, resolve problems, and monitor progress in implementing and maintaining solutions.

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