Consistent Guidance Could Improve Delivery of Payments and Returns Intended for IRS Lockbox Sites

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Date Issued

Monday, April 14, 2025

Submitting OIG

Treasury Inspector General for Tax Administration

Agencies Reviewed/Investigated

Internal Revenue Service

Report Number

2025-IE-R015

Report Type

Inspection / Evaluation

Agency Wide

Yes

Number of Recommendations

Questioned Costs

Funds for Better Use

Report updated under NDAA 5274

Open Recommendations

This report has 7 open recommendations.

Recommendation Number	Significant Recommendation	Recommended Questioned Costs	Recommended Funds for Better Use
1	No	$0	$0
The Director, Submission Processing, should lead a review that includes the Directors of Accounts Management, Field Assistance, Media and Publications, and Online Services to add cautionary language to the appropriate forms and publications instructing taxpayers not to use a third-party carrier when paying a balance due that is addressed to a P.O. Box address (Lockbox).
2	No	$0	$0
The Director, Submission Processing, should lead a review that includes the Directors of Accounts Management, Field Assistance, Media and Publications, and Online Services to add cautionary language to the appropriate IRS.gov web pages instructing taxpayers not to use a third-party carrier when paying a balance due for third-party payer processor that is addressed to a P.O. Box address (Lockbox).
3	No	$0	$0
The Director, Submission Processing, should coordinate with FMSS to create a guide for shared mailrooms not staffed with full-time IRS personnel or contracted staff. The guide should clearly document the time within which taxpayers’ checks and related documents must be routed to the appropriate Submission Processing Center.
4	No	$0	$0
The Director, Submission Processing, should coordinate with other Taxpayer Service functions, such as Field Assistance, Accounts Management, and FMSS to include a requirement to identify on Form 3210 any forms received with misrouted remittances.
5	No	$0	$0
The Director, Submission Processing, should coordinate with Field Assistance, Accounts Management, and FMSS to create an annual MOU, agree on appropriate staffing, and clearly establish roles and responsibilities when 1) misrouted mail is received and 2) misrouted mail is to be sent to a local TAC for processing rather than a specific Submission Processing Center.
6	No	$0	$0
The Director, Submission Processing, should include instructions in the Annual Lockbox Filing Season Readiness Plan to conduct readiness checks or inspections of IRS mailrooms closest to the Lockbox sites. Ensure the sites are staffed and have current instructions specific to processing misrouted Lockbox mail.
7	No	$0	$0
The Director, Submission Processing, should implement policies or procedures requiring mailroom staff, or persons assigned to work in non-staffed mailrooms, report the volume of misrouted Lockbox mail received to the LPO Section on a weekly basis from the start of the calendar year to the Lockbox site’s specific program completion date.