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The Customer Callback System Benefits Taxpayers; However, Performance Measures Are Not Comprehensive and More Callers Could Qualify for Callback Offers

Report Information

Date Issued
Report Number
2023-10-046
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 revise external performance measures to provide a more meaningful assessment of CCB system performance and its assistance provided to taxpayers.

The Commissioner, Wage and Investment Division, should develop baseline goals for CCB system performance measures and adjust them periodically as needed.

The Commissioner, Wage and Investment Division, should eliminate the 60-minute wait time threshold when offering callers the option to receive a callback.