Open Recommendations

The National Taxpayer Advocate should develop a centralized system to administer the Program Office’s LITC grant management processes and procedures.

The Chief, Facilities Management and Security Services, should develop standard operating procedures for sensitive document safeguarding and destruction to ensure uniformity and consistency across all IRS facilities.

The Chief, Facilities Management and Security Services, should immediately evaluate the 110 facilities not covered under the national or local contracts to ensure that the IRS has sensitive document safeguarding and destruction procedures in place that comply with NIST guidelines.

The Chief, Facilities Management and Security Services, should ensure that all bins that do not meet requirements are replaced at the Kansas City, Missouri, IRS facility.

The Chief, Facilities Management and Security Services, should develop processes and procedures to periodically inspect bins to identify damaged and altered bins and work with local subcontractors to replace the bins at all IRS facilities.

The Chief, Facilities Management and Security Services, should ensure that all bins at every IRS facility are labeled properly to instruct employees to only discard sensitive documents in locked bins solely used for destruction purposes.

The Chief, Facilities Management and Security Services, should perform annual inspections of all facilities used by subcontractors for sensitive document destruction to ensure compliance with NIST guidelines (e.g., shred, burn, mulch, pulp, or pulverize sensitive documents beyond recognition and reconstruction).

The Chief, Facilities Management and Security Services, should complete an up-to-date cost-benefit analysis to ensure that there is optimal bin size and number of bins based on the number of employees at all 387 IRS facilities covered under the national contract.

The Chief, Facilities Management and Security Services, should designate FMSS personnel on-site at each of the IRS facilities whose responsibilities are to verify what is serviced matches to the subcontractor CODs and to ensure that only full bins are retrieved for destruction.

The Chief, Facilities Management and Security Services, should develop processes and procedures to ensure that only full bins are serviced and scanned and compare invoices to bin scan reports to only pay for those bins scanned.

The Director, Collection, SB/SE Division, should monitor the implementation of soundproofing panels at the identified call center to ensure a noise-free environment during telephone interactions with taxpayers, focus call monitoring efforts on the identified call center before and after installation to ensure that no background noise is overheard, and validate the effectiveness of the soundproofing measures.

The Chief, Taxpayer Services, and Chief, Tax Compliance Officer, should update internal guidance and develop more robust training to ensure that employees perform adequate research of tax accounts to identify outstanding tax debt prior to initiating manual refunds or credit elects.

The Chief, Taxpayer Services, and Chief, Tax Compliance Officer, should request the necessary programming changes to ensure that the duplicate return freeze and the telephone excise tax freeze code function appropriately. In addition, request programming changes to ensure that overpayments from undelivered refunds and interest offset appropriately.

The Chief, Taxpayer Services, and Chief, Tax Compliance Officer, should verify that the programming changes associated with overpayments offsetting to tax debt on Form 720, the offset overflow freeze, and to payments associated with the Notice of Federal Tax Lien or Levy, are operating correctly.

The Chief, Taxpayer Services, and Chief, Tax Compliance Officer, should analyze the 8,452 individual and 31,967 business cases that we identified and determine whether additional programming or procedural errors exist in the process of offsetting refunds and credit elects. Take appropriate corrective action to prevent erroneous refunds and credit elects in the future.

The Chief Information Officer should ensure that the requested programming changes are implemented by January 2026.

The Chief, Taxpayer Services, and Chief, Tax Compliance Officer, should remove the erroneous LLC indicator from the 76 sole proprietorship accounts.

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The Chief Information Officer should continue to comply with Treasury’s preliminary guidance on generative AI by identifying accesses to external domains and internet platforms from traffic logs and updating rulesets to restrict further access to these sites so the IRS is not inadvertently revealing sensitive and non-public information outside of the IRS.

The Chief Data and Analytics Officer should accelerate standing up the new governance structure and processes to ensure the safe, secure, and trustworthy development and use of artificial intelligence.

The Deputy Commissioner should establish a Service-wide process where representatives from key functional areas including CFAM, RAAS and Accounts Management officials are responsible for expeditiously reviewing and addressing emerging/ongoing fraud schemes where advanced analytics and matching to IRS sourced information proactively identifies a scam.

The Commissioner, SB/SE Division, should collaborate with the IRS Office of Chief Counsel to develop guidance for the applicability and computation of the failure to file penalty for delinquent Forms 5329.

Begin appropriate enforcement actions, starting with notice issuance, on the population of nonfilers with gambling winnings for TYs 2018 through 2020, prioritizing high-income nonfilers, including the top 100 nonfiler cases identified by TIGTA.