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Contact Analytics Has Been Used to Improve Taxpayer Service, but Not All Front-Line Employees Are Aware of the Process to Submit Customer Service Issues

Report Information

Date Issued
Report Number
2016-40-076
Report Type
Audit
Joint Report
Yes
Participating OIG
Treasury Inspector General for Tax Administration
Agency Wide
Yes (agency-wide)
Questioned Costs
$0
Funds for Better Use
$0
View Report

Recommendations

The Commissioner, Wage and Investment Division, should ensure that all front-line employees are aware of the Hear Me Process and receive training on how to use the process.

The Commissioner, Wage and Investment Division, should require functional areas to provide an assessment of research results, including the usefulness of data provided, and actions taken based on data provided as a means to continue to measure and improve the effectiveness of Contact Analytics.

The Commissioner, Wage and Investment Division, should revise CACoE procedures to require analysts to upload and associate assessments of research results with the initial request for future reference on the CACoE.

The Commissioner, Wage and Investment Division, should ensure that the CACoE follows requirements to assign search request identification numbers, titles, and descriptions for Customer Early Warning System and executive search requests.