Taxpayer Assistance Centers Generally Provided Quality Service, but Additional Actions Are Needed to Reduce Taxpayer Burden

Allocate all unassigned software licenses to the CSRs working on the TAC Appointment Telephone Line so they can assist taxpayers with existing appointments without the need to transfer them to a different CSR.

Update the TAC Appointment Telephone Line to include a menu option that enables taxpayers to connect with a CSR that can confirm, modify, or cancel appointments, thereby minimizing CSR transfers.

Update triage procedures to ensure volunteers from other IRS functions redirect taxpayers with tax law questions to the next available TAC assistor for help.

Provide training for the triage process to TAC assistors and volunteers each filing season to ensure that taxpayers are assisted more efficiently during the Face-to-Face Saturday Help events.

Ensure that corrective actions such as training, presentations, workshops, and newsletters developed by individual FA Area offices are communicated and shared across the entire FA community through a national cooperative effort to improve TAC service quality.