- To examine the Internal Revenue Service’s (IRS) failure to efficiently direct available resources to customer service and what might be done to improve it.
- IRS’s customer service has been poor over the last several tax seasons, which IRS frequently attributes to lack of resources.
- Recent reports by the Treasury Inspector General for Tax Administration (TIGTA) and the Taxpayer Advocate point out several areas where IRS could better direct its resources to customer service.
- The Taxpayer Advocate’s 2016 annual report stressed the need to provide better face-to-face and telephone service to taxpayers, while TIGTA found that IRS has disproportionately decreased funding for telephone service.
Witnesses and testimonies
|The Honorable John Dalrymple||Deputy Commissioner for Services and Enforcement||Internal Revenue Service||Document|
|Mr. Russell Martin||Assistant Inspector General, Returns Processing and Account Services||Treasury Inspector General for Tax Administration||Document|
|Ms. Jessica Lucas-Judy||Acting Director, Strategic Issues||U.S. Government Accountability Office (GAO)||Document|