Open Recommendations

In February 2024, we notified the IRS of concerns with seven business rules on the Form 8936 not functioning as stated in the business rule documentation. These business rules ensure the accuracy of the calculations on the Form 8936. Although the rules worked appropriately based on the context of the tax form, the business rule documentation did not match the computer programming.

The Chief, Taxpayer Service should develop a strategic approach that includes the assessment of available data, such as the volume and geographic location of taxpayers receiving Letter 5747C, lack of appointment availability, etc., to proactively anticipate the potential demand for Saturday Help events at various TAC locations.

The Chief, Taxpayer Service should evaluate additional actions that can be taken to better assist taxpayers and reduce the demand on the TAC from individuals required to verify their identity, such as having dedicated Saturday Help events to conduct in-person identity verification.

The Chief, Taxpayer Services should implement a service-wide policy that will require the TACs holding Saturday Help events to follow a consistent triage process of taxpayers. Ideally, the process would allow TACs to identify taxpayers who are there seeking services that cannot be rendered and identify the estimated population(s) of taxpayers who will be able to be assisted at a particular site during Saturday operations, potentially reducing the crowd size at the TAC offices.

The Chief, Taxpayer Services should issue guidance to IRS TAC employees advising them to not triage taxpayers outside the facility and if they do go outside to engage with taxpayers to ensure the appropriate physical security measures are in place.

The Chief, Taxpayer Services should provide explicit notifications on the IRS website of closed sites that were previously listed and scheduled to be open.

The TAS, Executive Director, Systemic Advocacy, should ensure that collaborative teams have measurable outcomes to track program effectiveness.

The TAS, Executive Director, Systemic Advocacy, should develop and implement a quality review process for collaborative teams.

The TAS, Executive Director, Systemic Advocacy, should develop and implement a method to monitor collaborative teams through a dashboard view.

The TAS, Executive Director, Systemic Advocacy, should develop guidance to ensure consistent executive oversight for collaborative teams.

The TAS, Executive Director, Systemic Advocacy, should develop additional performance measures to assess whether systemic advocacy projects are effective in addressing systemic issues.

The TAS, Executive Director, Systemic Advocacy, should ensure that management addresses staffing issues and timely reassigns inventory when delays are identified in the SAMS issue review.

The TAS, Executive Director, Systemic Advocacy, should analyze trends in issues raised in SAMS to help ensure that emerging issues are identified and addressed before they become more widespread.

The TAS, Executive Director, Systemic Advocacy, should revise guidance to contain clear criteria for the SIRE project manager to identify emerging systemic issues submitted to SAMS, including developing a method to track and monitor.

The TAS, Executive Director, Systemic Advocacy, should develop a system to track and monitor systemic issues closed when additional monitoring is needed to ensure that the issue is addressed.

In our February 2024 alert, we recommended that the Director, Field Assistance, take actions to address the issues we identified regarding the hours of operation, incorrect addresses, and current operational status to ensure that taxpayers have the most accurate and up-to-date information available. Additionally, immediate action should be taken to ensure that TAC facilities that are open for extended hours are accessible to taxpayers and that the hours posted at the facility are accurate and observed.

The Chief, Taxpayer Services, should develop processes and procedures to ensure that the hours of operation are accurately posted at all TAC locations and consistent with what is reflected on the IRS website. These processes and procedures should include verification steps to be taken as part of the IRS’s annual filing season readiness confirmation process.

In our February 2024 alert, we recommended that the Director, Field Assistance, and Chief, Facility Management and Security Services, take action to address the issues identified regarding the lack of security measures to ensure that taxpayers are being provided appropriate taxpayer services, and protect IRS employees and taxpayers when visiting the TACs. Additionally, processes should be implemented to ensure that all security guards are aware of their responsibilities when interacting with taxpayers to include mandatory security screening policies and refraining from impeding a taxpayer’s ability to speak with IRS employees.

The Chief, Taxpayer Services, should develop processes and procedures to ensure that services offered at the TACs, including those to be provided to taxpayers without an appointment, are consistent and in conformance with internal guideline requirements. These processes and procedures should include verification steps to be taken as part of the IRS’s annual filing season readiness confirmation processes.

The Chief, Taxpayer Services, should perform a cost-benefit analysis to ensure a business need, including a benefit to the taxpaying public, continues to exist in providing local TAC telephone lines.

The Chief, Taxpayer Services, should develop processes and procedures to ensure the accuracy and consistency of recorded messages while local telephone lines continue to be in place. These processes and procedures should include verification steps to be taken as part of the IRS’s annual filing season readiness confirmation processes.

The Deputy Commissioner should ensure that NDAs, policies, forms, and other guidance documents include the required anti-gag provision.

The Deputy Commissioner should include information about the anti-gag provision in training programs covering WPEA protections (e.g., new employee orientation and contractor training).

The National Taxpayer Advocate should add an attestation on forms where data about taxpayers whose income exceeds the 250 percent of the poverty level limitation is reported, affirming accuracy, and acknowledging the penalty for making a false statement.

The National Taxpayer Advocate should coordinate with the Treasury Department to request that LITC grant requirements be included within the Treasury Department’s Compliance Supplement to ensure that grant recipients are abiding by the rules in I.R.C. § 7526.