Taxpayer Assistance Centers Generally Provided Quality Service, but Additional Actions Are Needed to Reduce Taxpayer Burden

Submitting OIG:

Date Issued:

Friday, May 10, 2024

Agency Reviewed / Investigated:

Submitting OIG-Specific Report Number:

2024-100-022

Location(s):

Agency-Wide

Type of Report:

Audit

Questioned Costs:

Funds for Better Use:

Number of Recommendations:

Report updated under NDAA 5274:

View Document:

Attachment	Size
2024100022fr.pdf	3.19 MB

Related Open Recommendations

Recommendation Number	Recommendation Status	Significant Recommendation
1	Open	No
Allocate all unassigned software licenses to the CSRs working on the TAC Appointment Telephone Line so they can assist taxpayers with existing appointments without the need to transfer them to a different CSR.
3	Open	No
Update triage procedures to ensure volunteers from other IRS functions redirect taxpayers with tax law questions to the next available TAC assistor for help.
4	Open	No
Provide training for the triage process to TAC assistors and volunteers each filing season to ensure that taxpayers are assisted more efficiently during the Face-to-Face Saturday Help events.
5	Open	No
Ensure that corrective actions such as training, presentations, workshops, and newsletters developed by individual FA Area offices are communicated and shared across the entire FA community through a national cooperative effort to improve TAC service quality.