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Report File
Date Issued
Submitting OIG
Treasury Inspector General for Tax Administration
Agencies Reviewed/Investigated
Internal Revenue Service
Report Number
2026-100-030
Report Type
Audit
Agency Wide
Yes
Number of Recommendations
3
Questioned Costs
$0
Funds for Better Use
$0
Report updated under NDAA 5274
No

Open Recommendations

This report has 3 open recommendations.
Recommendation Number Significant Recommendation Recommended Questioned Costs Recommended Funds for Better Use Additional Details
1 No $0 $0

The Chief, Taxpayer Services and Commissioner, Small Business/Self-Employed Division should revise IRM 21.1.1, Accounts Management and Compliance Services Overview, to require representatives to document all types of dropped or disconnected calls, or calls that were not properly transferred, including the circumstances of the disconnection when known.

2 No $0 $0

The Chief, Taxpayer Services and Commissioner, Small Business/Self-Employed Division should emphasize to all representatives the importance of following hold time requirements, handling calls properly (e.g., using appropriate tone, avoiding jargon, etc.) and asking probing questions to ensure compliance with procedures and ensure that callers receive good customer service.

3 No $0 $0

The Chief, Taxpayer Services and Commissioner, Small Business/Self-Employed Division, should evaluate recurring quality of service issues identified by Taxpayer Services’ internal quality reviews, identify areas of improvement, and implement procedural changes or additional training to reduce their recurrence.

Treasury Inspector General for Tax Administration

United States