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Why it matters

Issue Statement: IRS operations has experienced many delays in processing amended returns. Taxpayers can use the limited “where’s my amended return?” (“WMAR”) online tool and get a general statement on how it takes for processing (i.e., up to 16 weeks). In reality, the timeframes are taking much longer (upwards of 264 days on average) to process, requiring taxpayers to ultimately contact the IRS about the delay. This delay is a burden on taxpayers, especially those expecting a refund. These delayed taxpayers also unnecessarily add to IRS taxpayer services burdens and lead to lower overall taxpayer service. The IRS would be able to serve more taxpayers if they are able to provide better communication to taxpayers about the status of their amended return. To that end, the TCC has provided two initial recommendations to improve status updates to taxpayers who file an amended return.

Goal Statement: To increase awareness of the status of filed amended returns.

Why it matters

Issue Statement: Expand and modify the Certified Acceptance Program which will help reduce call volume on the IRS 1040 phone line.

Goal Statement: The goal of this referral is to allow more taxpayers an opportunity to qualify for establishing a “My Account” with the IRS. The collateral goal will be to reduce the number of calls taxing the Toll-Free Telephone Lines. A further goal will allow these independent agents to travel to underserved communities so that prisoners, homeless taxpayers, minority communities, Native American Reservations, etc. can begin to get serviced for their Income Tax needs and responsibilities. VITA/TCE sites will be able to qualify to offer these services as well. Finally, this will reduce the work load on telephone agents and IRS personnel since these services will cost the IRS nothing. No IRS human or capital resources will be expended to expand much needed services to many communities.

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 LTR1962C, clearly communicates 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.

Letters and Notices are sometimes hard to understand and make it difficult for taxpayers to comply with tax law.

Issue origination (i.e., grassroots, tbd)
Evaluation of the LTR1962C”

Why it matters

Issue Statement: IRS operations cannot process tax returns timely and provide satisfactory levels of taxpayer service. The IRS would be able to serve more taxpayers if they are able to increase the e-file rate and to have taxpayer’s self-serve using their IRS online tools, including the taxpayer online account. To that end, the TCC has provided recommendations to both improve the e-file rate and increase taxpayer adoption and use of the IRS online account.

Goal Statement: To increase the e-file rate and the online account adoption rate.

Why it matters

Issue Statement: The purpose of this issue is to provide outreach to taxpayers to make them aware of the availability of refundable credits, such as the earned income tax credit and child tax credit. Taxpayers can qualify to receive tax benefits through refundable tax credits. Taxpayers need to be aware that these credits are available to them.

Goal Statement: Taxpayers, especially low-income, elderly, and disabled, need to be more aware of tax benefits available to them.

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 LTR2273C, clearly communicates appropriate guidance to the public “The goal of this project is to review and make recommendations to the IRS that will enhance customer service and improve the taxpayers’ experience.

Goal Statement: Letters and Notices are sometimes hard to understand and make it difficult for taxpayers to comply with tax law.”

Why it matters

Issue Statement: Evaluate Instructions for the 1040: U.S. Individual Income Tax Return. Determine if the instructions clearly communicate the appropriate guidance to 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 taxpayer’s experience

Why it matters

Issue Statement: My part-time temporary employment causes me to lose my health insurance subsidies because my employer does not fill out the form 1095-c properly. The instructions need to be clearer.

Goal Statement: The goal of this project is to review and make recommendations to the IRS that will enhance customer service and improve the taxpayer’s experience

Why it matters

Issue Statement: Increase options for taxpayers to authenticate with the IRS to access secure IRS online accounts and tools.

Goal Statement: Increase taxpayer access to secure IRS online accounts and tools with options other than the current ID.ME SADI platform