Improvements to Taxpayer Advocate Case Processing Would Result in Better Customer Service

The National Taxpayer Advocate should set specific, attainable time frames for initial contact, with an emphasis on economic burden cases, and adopt permanent policies that provide clear and consistent expectations for taxpayers.

The National Taxpayer Advocate should establish an automated process within the new case and systemic issue management system that would apprise the taxpayer of the progress on their case.

The National Taxpayer Advocate should establish an automated process within the new case and systemic issue management system that would 1) notify the case advocate and their manager when an OAR has been prepared but not sent, and 2) notify IRS function personnel the next business day following the requested or negotiated OAR completion date.