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

Date Issued

Tuesday, December 21, 2021

Submitting OIG

Treasury Inspector General for Tax Administration

Other Participating OIGs

Treasury Inspector General for Tax Administration

Agencies Reviewed/Investigated

Internal Revenue Service

Report Number

2022-40-008

Report Type

Audit

Agency Wide

Yes

Number of Recommendations

Questioned Costs

Funds for Better Use

Open Recommendations

This report has 4 open recommendations.

Recommendation Number	Significant Recommendation	Recommended Questioned Costs	Recommended Funds for Better Use
4	No	$0	$0
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	No	$0	$0
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	No	$0	$0
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	No	$0	$0
The Commissioner, Wage and Investment Division, should establish specific performance measures and goals to effectively assess the assistance provided to LEP and visually impaired taxpayers.