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Post-Pandemic Actions Have Contributed to Declines in Automated Collection System Level of Service and Collection

Report Information

Date Issued
Report Number
Report Type
Joint Report
Agency Wide
Yes (agency-wide)
Questioned Costs
Funds for Better Use


Dedicate staff to ensure that manual inventories worked by collection representatives are always in process to avoid potential delayed collection actions and taxpayer burden.

Review the virtual training curriculum and incorporate appropriate adjustments, including a potential return to an in-person training curriculum to ensure that all new hire employees have adequate training to accurately assist taxpayers in a timely manner and improve customer accuracy ratings.

Establish a consistent approach between ACS Support sites when defining portable work in an effort to improve efficiency.

Continually monitor available ACS and ACS Support metrics to evaluate potential risks with ACS collection representatives and ACS Support tax examiners who telework and develop strategies to mitigate those risks, such as any adverse impact to its LOS, the security of taxpayer information, productivity, and taxpayer customer service.