Chapter
RECOMMENDATIONS FOR EXECUTIVE ACTION
AGENCY COMMENTS AND OUR EVALUATIONS
APPENDIX I: OBJECTIVE, SCOPE, AND METHODOLOGY
Chapter 2: 2013 TAX FILING SEASON: IRS NEEDS TO DO MORE TO ADDRESS THE GROWING IMBALANCE BETWEEN THE DEMAND FOR SERVICES AND RESOURCES
IRS ACHIEVED PROCESSING EFFICIENCY GAINS, BUT CONTINUES TO FACE CHALLENGES IN PROVIDING SERVICE TO TAXPAYERS
IRS RECENTLY EXPANDED THE INSTALLMENT AGREEMENT PROGRAM, BUT SOME CASE HANDLING PRACTICES LACK STANDARDIZATION AND ARE UNNECESSARILY REDUNDANT
IRS’S IDENTIFICATION OF AND NOTIFICATION TO POTENTIAL NON-FILERS TAKES MONTHS AFTER FILING DEADLINES
RECOMMENDATION FOR EXECUTIVE ACTION
AGENCY COMMENTS AND OUR EVALUATION
APPENDIX I: INSTALLMENT AGREEMENT TYPES AND CHARACTERISTICS
APPENDIX II:WEEKLY TOLL-FREE CALLS AND PERCENTAGE OF CALLERS SEEKING AND RECEIVING LIVE ASSISTANCE
APPENDIX III: USE OF IRSWEBSITE AND ONLINE SERVICES
APPENDIX IV: SERVICES OFFERED AT WALK-IN AND VOLUNTEER SITES
APPENDIX V: INSTALLMENT AGREEMENT PROCESS
Chapter 3: TAX ADMINISTRATION: IRS COULD IMPROVE EXAMINATIONS BY ADOPTING CERTAIN RESEARCH PROGRAM PRACTICES
IRS OFFICIALS SAID THAT NRP HELPED IMPROVE OPERATIONAL EXAMINATIONS IN THREE WAYS,ALTHOUGH NO DOCUMENTATION EXISTS ON EFFECTS
SEVERAL NRP EXAMINATION PROCEDURES AND PRACTICES COULD IMPROVE OPERATIONAL EXAMINATIONS WITHOUT UNDUE COST
RECOMMENDATIONS FOR EXECUTIVE ACTION
APPENDIX I: SCOPE AND METHODOLOGY
APPENDIX II: GAO REPORTS REGARDING NRP EXAMINATION PROCEDURES AND DATA TRANSCRIPTION FROM PAPER RETURNS
APPENDIX III: HOW IRS USES NATIONAL RESEARCH PROGRAM DATA
Chapter 4: IRS WEBSITE: LONG-TERM STRATEGY NEEDED TO IMPROVE INTERACTIVE SERVICES
IRS PROVIDES LIMITED INTERACTIVE SERVICES AND IS TRACKING MORE PERFORMANCE METRICS
TAXPAYERS’ RATING OF IRS’S WEBSITE IS BELOW AVERAGE AND OVERSIGHT ENTITIES RECOMMEND ENHANCEMENTS
IRS IS FOLLOWING SOME BUT NOT ALL FUNDAMENTAL ELEMENTS FOR A WEBSITE STRATEGY
RECOMMENDATIONS FOR EXECUTIVE ACTION
AGENCY COMMENTS AND OUR EVALUATION
APPENDIX I: OBJECTIVES, SCOPE, AND METHODOLOGY
APPENDIX II: IRS’S BASIC INTERACTIVE TOOLS
APPENDIX III: IRS’S COMPONENT SCORES FORCUSTOMER SATISFACTION
The Internal Revenue Service: Selected Analyses of Issues and Improvement Strategies
( Government Procedures and Operations )
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