IRS Delivering Improved Customer Service Levels

by Mike Godfrey, Tax-News.com, Washington

08 October 2003

The Internal Revenue Service has "made strides" towards improving the level of customer service given to taxpayers calling its toll-free enquiry line according to a report by the Treasury Department.

In the run up to the April 15 tax filing deadline this year, the IRS received some 40 million calls through its hot line, 14 million of which specifically requested help or advice, and the report found that taxpayers were greeted with a polite and courteous response in 99% of instances. The report also found that callers were given a correct answer to questions on tax law in 73% of cases, although the IRS is claiming an accuracy rate of 80%.

However, the figure represents something of an improvement on a Treasury investigation undertaken in the latter half of 2002, which found that IRS staff at community help-centers gave accurate answers in matters of tax law in just 57% of cases. The IRS also disputed this figure, claiming the accuracy rate on questions of tax law was actually 67%, although the Revenue arrived at this result by subtracting instances where taxpayers were told to refer to IRS publications to find the answers to their queries.

Nevertheless, Henry O. Lamar, commissioner for the IRS wage and investment division conceded that an accuracy rate of 67% was "inadequate" and the Revenue pledged to deliver an accuracy rate of 85% the next year.

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