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The IRS plans to make interactions easier and more convenient for taxpayers. A key factor of success is increased options and more access to them.
Why did we do this evaluation?
To evaluate the steps the IRS has taken to improve customer service accessibility and availability and to depict current service options provided to underserved taxpayers (such as the elderly, those living in rural communities, etc.) to determine if there is opportunity for expansion.
What did we find?
The IRS has improved customer service accessibility and availability in underserved communities. For example, the IRS began offering Community Assistance Visits for taxpayers who needed in-person help but could not easily get to a Taxpayer Assistance Center.
However, some options exist to improve geographic outreach. For example, the IRS could build on its existing partnership with the Social Security Administration (SSA) to share office space to expand services to more underserved taxpayers. At the time of our review, the SSA had offices in 1,230 locations in the United States and Puerto Rico. The IRS offers taxpayer services in 6 of these locations.
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