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Increased Availability of Tax Resources and Information for Limited English Proficient and Visually Impaired Taxpayers Has Enhanced Assistance, but Additional Improvements Are Needed

Report Information

Date Issued
Report Number
2022-40-008
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 establish a process for Limited English Proficiency (LEP) taxpayers to provide feedback on their experience using the Over-the-Phone Interpreter (OPI) service.

The Commissioner, Wage and Investment Division, should establish a customer satisfaction measurement system to assess the overall satisfaction with Over-the-Phone Interpreter (OPI) service.

The Commissioner, Wage and Investment Division, should establish specific performance measures and goals to effectively assess the assistance provided to Limited English Proficiency (LEP) and visually impaired taxpayers.

The Commissioner, Wage and Investment Division, should establish specific performance measures and goals to effectively assess the assistance provided to LEP and visually impaired taxpayers.