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Fiscal Year 2019 Biannual Independent Assessment of Private Collection Agency Performance

Report Information

Date Issued
Report Number
2019-30-018
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 Director, Collection, Small Business/Self-Employed Division, should ensure that quality scores reported in annual reports to Congress include attributes related to all five major performance measures, including customer accuracy, professionalism, timeliness, regulatory accuracy, and procedural accuracy.

The Director, Collection, Small Business/Self-Employed Division, should conduct a study to evaluate the reasons why taxpayers experience difficulties in making payments to the IRS and resolve any issues that create those barriers.
Recommendation rejected by IRS

The Director, Collection, Small Business/Self-Employed Division, should ensure that all PCAs' initial contact letters include the required language from the PPG.