Increased Availability of Tax Resources and Information for Limited English Proficient and Visually Impaired Taxpayers Has Enhanced Assistance, but Additional Improvements Are Needed

Submitting OIG:

Date Issued:

Tuesday, December 21, 2021

Agency Reviewed / Investigated:

Submitting OIG-Specific Report Number:

2022-40-008

Location(s):

Agency-Wide

Type of Report:

Audit

Questioned Costs:

Funds for Better Use:

Number of Recommendations:

View Document:

Attachment	Size
202240008fr.pdf	3.86 MB

Related Open Recommendations

Recommendation Number	Recommendation Status	Significant Recommendation
4	Open	No
The Commissioner, Wage and Investment Division, should implement a more centralized and structured approach that includes an assessment of factors including high-volume notices and letters issued to taxpayers to ensure that frequently issued notices and letters as well as those that have significant impact on the taxpayer are translated into Spanish.
6	Open	No
The Commissioner, Wage and Investment Division, should establish a process for Limited English Proficiency (LEP) taxpayers to provide feedback on their experience using the Over-the-Phone Interpreter (OPI) service.
7	Open	No
The Commissioner, Wage and Investment Division, should establish a customer satisfaction measurement system to assess the overall satisfaction with Over-the-Phone Interpreter (OPI) service.
8	Open	No
The Commissioner, Wage and Investment Division, should establish specific performance measures and goals to effectively assess the assistance provided to Limited English Proficiency (LEP) and visually impaired taxpayers.