Taxpayer Advocate Service – 10 Most Serious Problems Encountered by Taxpayers Problem #7: Online Account Access

Problem #7: ONLINE ACCOUNT ACCESS FOR TAXPAYERS AND TAX
PROFESSIONALS

Digital Services Remain Inadequate, Impeding Efficient Case Resolution and Forcing Millions
of Taxpayers to Call or Send Correspondence to the IRS

EXPLANATION OF THE PROBLEM
Taxpayers and tax professionals lack a comprehensive online account with integrated digital
communication tools to access tax information and services that are essential for tax
administration and quality service. Taxpayers and tax professionals wanting to interact online
need and deserve quality self-service options and quick responses from the IRS. When taxpayers
cannot quickly communicate with the IRS to resolve issues and receive answers to their
questions simply and securely, it negatively affects the taxpayer experience, which in turn
impacts taxpayers’ overall satisfaction and trust in the IRS. The lack of an intuitive, self-service
avenue to interact online with the IRS forces taxpayers and tax professionals to pursue
alternative methods that delay resolution, such as calling for assistance, seeking in-person
assistance at a Taxpayer Assistance Center (TAC), forgoing assistance, or submitting paper
documents. Unfortunately, the COVID-19 pandemic caused delays and frustration that severely
limited these conventional methods.

For more information on this problem, please see the Taxpayers Advocacy Web page
(www.TaxpayerAdvocate.irs.gov)

Next week Tuesday Tax Tip will continue the discussion on Problem #8
(www.TaxpayerAdvocate.irs.gov) (TTT 010725)