We made 91 unannounced site visits to IRS Taxpayer Assistance Centers (TACs) around the country. TACs are where taxpayers can go if they need in-person help to resolve an issue. We periodically conduct unannounced visits as part of our work because they enable us to simulate taxpayers' experience with IRS customer service. This time, we conducted them to see how regular weekday service, extended weekday hours, and extended Saturday service at select TACs was working. What did we find?The IRS provided extended weekday hours on Tuesdays and Thursdays from
January through May 2025 at 236 TAC locations (there are around 360 TACs). It also held 290 face-to-face Taxpayer Experience Day (TXD) events on select Saturdays from February through June 2025 at 89 TAC locations. During the 2025 Filing Season, the IRS assisted more than 925,000 taxpayers during the combined regular weekday hours, extended weekday hours, and Saturday TXD events. This was a 7 percent decrease compared to the 2024 Filing Season (997,600 taxpayers) despite the IRS having held 41 more TXD events in the 2025 Filing Season.  We did not receive full assistance during 30 of our 91 visits due to incomplete or inaccurate responses to tax law questions, denial of entry by security, or unexpected TAC closures. In the 61 visits where we did get assistance, TAC employees did not provide correct tax law guidance during 28 of those visits (46 percent). We also found that Taxpayers were also not consistently asked to provide feedback on the quality of service they received. Of the 61 site visits we made, 22 visits were to TACs that were scheduled to issue customer satisfaction survey cards. However, TAC employees did not provide us with surveys during 19 of the 22 visits (86 percent).
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