WASHINGTON - Customers who contact the e-help desk at the Internal Revenue

Service (IRS) to register for e-Services, transmit an electronically filed tax return, or

apply to be an Electronic Return Originator are receiving better customer service than

they had in the past.

That is the conclusion of a new audit report released publicly today by the Treasury

Inspector General for Tax Administration (TIGTA). The audit is a follow-up to a prior

TIGTA review of whether the IRS e-help Desk Program is providing quality customer

service.

Electronic products supported by the e-help desk include electronically filed tax returns

and e-Services such as the Electronic Federal Tax Payment System and the Central

Contractor Registration.

"As a result of the e-file mandate requiring that most tax preparers e-file the tax returns

they prepare, more tax preparers will be using the IRS's e-Services. Now more than ever,

the IRS must ensure that it is providing the best possible electronic service," said J.

Russell George, Treasury Inspector General for Tax Administration.

TIGTA found that progress has been made but additional improvements to the e-help

desk are needed to support expanding electronic products and services. Among the key

findings:

• The scheduling process for the e-help desk is labor intensive and inefficient. An

  automated scheduling system could save resources and improve service;

• Results from a Customer Satisfaction Survey may not be reliable;
• Assistors are not always taking the required steps to protect the confidentiality of

  taxpayer information and managers are not always holding employees

  accountable for following required disclosure procedures; and

• A toll-free telephone line is not available for international calls to the e-help desk.

TIGTA made seven recommendations in its report; IRS management agreed to all of

them.