The Unanticipated Large Number of Taxpayers Created Safety and Security Challenges at Some Taxpayer Assistance Center Saturday Help Events

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Date Issued

Monday, March 3, 2025

Submitting OIG

Treasury Inspector General for Tax Administration

Agencies Reviewed/Investigated

Internal Revenue Service

Report Number

2025-IE-R013

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 5 open recommendations.

Recommendation Number	Significant Recommendation	Recommended Questioned Costs	Recommended Funds for Better Use
1	No	$0	$0
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.
2	No	$0	$0
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.
3	No	$0	$0
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.
4	No	$0	$0
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.
5	No	$0	$0
The Chief, Taxpayer Services should provide explicit notifications on the IRS website of closed sites that were previously listed and scheduled to be open.