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Why it matters

Project Statement: Determine Form 8941, Credit for Small Employer Health Insurance Premiums, 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 taxpayer’s experience.

Why it matters

Volunteer Income Tax Assistance (VITA)/Tax Counseling for the Elderly (TCE) Programs – Information Summary for Payment Options, Including Offer-In-Compromise.

To inform taxpayers with balances due who get assistance at VITA/ TCE locations, of their payment options, including making an offer-in-compromise.

Why it matters

Issue Statement:

The IRS website states that taxpayers who need in-person help from an IRS Taxpayer Assistance Center (TAC) must call to schedule an appointment. All TACs provide service by appointment. The ability to work with taxpayers face-to-face via appointments is an essential service that the IRS provides when a tax issue cannot be resolved online or by phone.

The IRS recommends that taxpayers consider the self-service options available on IRS.gov before calling for an appointment. Many questions can be resolved online without taxpayers having to travel to a TAC. Publication 5136, IRS Services Guide, includes additional information about where to find help.

Current publications instruct taxpayers on how to schedule an appointment with an IRS employee. Taxpayers who provide an email address will receive a confirmation email within 24 hours of scheduling with a reminder notification that will be sent 48 hours prior to the appointment time. Despite these email confirmations and reminders, IRS representatives encounter many late arrivals, no-shows, and taxpayers arriving without the required documentation.

Goal Statement:

To improve the taxpayer’s customer service and reduce the “no-shows or late arrival rate for scheduled appointments at TAC offices by providing additional appointment confirmation options to the taxpayer

Why it matters

Project Statement: Determine if the Schedule A and Instructions 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 taxpayer’s experience.

Why it matters

Project Statement:

Provide taxpayers who call IRS toll free lines the option to participate in current IRS automated customer satisfaction surveys

Goal Statement:

Enhance current IRS customer satisfaction survey results by providing all callers the option to participate in customer satisfaction surveys post-call automatically. This will provide IRS managers with more feedback at potentially lower cost, and will give taxpayers an option to provide information on their experience.

Why it matters

Issue Statement: I noticed that the ONLY way to obtain account information online is to have a mobile phone for authentication – this is NOT acceptable! Possession of a mobile phone should not be a prerequisite, and there are other, more secure ways of verifying identify. My goal to verify receipt of my 2017 estimated tax payment was finally obtained via the well-hidden phone number and guessing the correct option.

Goal Statement: To identify alternate methods of authenticating a taxpayer.