Skip to main content
 
  • Click to open or close the program search boxShow Me Programs
    • Show me the programs that are
      performing Go
    • Show me the programs that are
      not performing Go
ExpectMore.govExpectMore.gov home pageEXPECT FEDERAL PROGRAMS TO PERFORM WELL, AND BETTER EVERY YEAR.
 
Program Assessment

Program

View Assessment Details

Internal Revenue Service Taxpayer Service

This program reduces taxpayer burden by providing assistance on tax law and account issues in a professional and courteous manner. In 2005 the IRS answered 59 million calls, served 6.6 million taxpayers in walk-in offices, and had almost 116 million downloads from its forms, instructions and publications web site.

Rating

What This Rating Means

PERFORMING
Adequate

This rating describes a program that needs to set more ambitious goals, achieve better results, improve accountability or strengthen its management practices.
  • IRS has significantly improved taxpayer service and maintained high levels of customer satisfaction in recent years. In 2001 IRS was able to answer only 62 percent of taxpayer calls. In 2005, IRS had improved this to 83 percent with a 94 percent customer satisfaction rate.
  • IRS continues to have trouble with the accuracy of answers. In 2004, IRS estimates only 80 percent of tax law calls were answered accurately (improved to 89 percent in 2005). Accuracy is a significant challenge given the complexity of the tax code.
  • IRS has developed a strong set of balanced measures (quality, customer satisfaction and results) to understand its taxpayer service performance. During the assessment IRS added an efficiency measure (customer contacts per staff year) for this program.

Improvement Plan

About Improvement Plans

We are taking the following actions to improve the performance of the program:

  • Converting to cost based efficiency measures for the 2007 budget (e.g., cost per call answered) and adding efficiency measures for service processes for management. (Delayed until 2008)
  • Researching the impact of taxpayer service programs on voluntary compliance and reporting findings by 2007 (Delayed until 2009).
  • Explore the mix of service options (phones, walk-in, internet, volunteer services) to ensure that the most efficient and effective means is used to deliver service.

Learn More
The content on ExpectMore.gov is developed by the U.S. Office of Management and Budget and Federal agencies.