Program and Organizational Changes Are Needed to Address the Continued Inadequate Tax Account Assistance Provided to Taxpayers

Submitting OIG:

Date Issued:

Friday, March 18, 2022

Agency Reviewed / Investigated:

Submitting OIG-Specific Report Number:

2022-46-027

Location(s):

Agency-Wide

Type of Report:

Audit

Special Projects:

Questioned Costs:

Funds for Better Use:

Number of Recommendations:

View Document:

Attachment	Size
202246027fr.pdf	4.93 MB

Related Open Recommendations

Recommendation Number	Recommendation Status	Significant Recommendation
4	Open	No
The Chief Taxpayer Experience Officer, in conjunction with the Director, IRS NEXT Office, should evaluate establishing two distinct IRS programs as part of the IRS reorganization under the Taxpayer First Act – one dedicated to answering toll-free telephone calls and one dedicated to working Accounts Management inventory – with adequate staffing to provide appropriate service to taxpayers using each channel.
11	Open	No
The Commissioner, Wage and Investment Division, should ensure that programming is updated to systemically reject electronic submissions of Forms 2848 and 8821 when missing one of the five essential elements (name, address, signature, etc.) without manually mailing a rejection letter.
18	Open	No
The Commissioner, Wage and Investment Division, should develop a process to systemically pull all controlled inventory for each Accounts Management site for the Accounts Management Inventory Report (AMIR) to ensure consistency, reduce human error, and increase efficiencies