Thousands of Tax Exempt and Government Entities Taxpayers May Not Have Received Satisfactory Responses to Their Questions

The Commissioner, TE/GE Division, should establish a process to track, monitor, and measure performance for Forms 4442 referrals to ensure that TE/GE taxpayers receive prompt and satisfactory responses.

Develop performance measures and goals for customer service efforts, including taxpayer paper correspondence and Forms 4442.

Ensure that taxpayer paper correspondence and Form 4442 cases are subject to periodic independent quality review.