Taxpayer Advocate Service – 10 Most Serious Problems Encountered by TaxpayersProblem #4: Telephone and In-Person Service (Part I)

Taxpayer Advocate Service – 10 Most Serious Problems Encountered by Taxpayers
Problem #4: Telephone and In-Person Service (Part I)

WHY THIS IS A SERIOUS PROBLEM FOR TAXPAYERS
When taxpayers call the IRS, they expect and deserve quality service without suffering long wait
times. In 2023, telephone service was considerably better; however, it is still not providing the
level of service that taxpayers and tax professionals need throughout the year. And based upon
its Level of Service (LOS) measurement, the IRS is not able to accurately determine how to best
provide that quality service.
The IRS’s LOS metrics tell taxpayers nothing about how many calls the IRS transferred, whether
taxpayers had to call multiple times, and whether the taxpayer ultimately received the
information they needed. The IRS LOS does not measure whether customer service
representatives (CSRs):

• Provide dependable and accurate assistance;
• Provide responsive assistance;
• Provide knowledgeable and courteous service; or
• Have the ability or training to answer taxpayer questions at the initial point of contact.
  Although the IRS significantly improved phone service over the past year, the way the IRS
  calculates LOS paints a picture far more optimistic than the reality of the taxpayer’s experience
  when calling for assistance and does not address “quality service.” Tax professionals have been
  frustrated with the wait times and low LOS, incurring unnecessary costs due to IRS delays or
  CSRs’ inability to answer questions.
  For more information on this problem, please see the Taxpayers Advocacy Web page
  (www.TaxpayerAdvocate.irs.gov)
  Next week Tuesday Tax Tip will discuss Problem 4 (Part II)
  (www.TaxpayerAdvocate.irs.gov) (TTT 111224)