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Actions Are Needed to Address Inaccurate, Incomplete, and Inconsistent Taxpayer Assistance Center Information Provided to Taxpayers

Report Information

Date Issued
Report Number
2023-IE-R006
Report Type
Inspection / Evaluation
Special Emphasis
Inflation Reduction Act
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 update the IRS’s website and IRS2Go mobile App to prominently display a link to the information regarding the TACs and improve the search functionality.

The Commissioner, Wage and Investment Division, should ensure that information regarding the face-to-face Saturday hours, including the TAC locations that are open and provide this service, the dates available, and hours of operation, are easily searchable and located on the individual TACs’ web pages on the IRS’s website, IRS2Go mobile App, and the recorded telephone messages.

The Commissioner, Wage and Investment Division, should update the recorded messages to provide taxpayers with basic information, including days and hours of operation, times the TAC is closed, and services offered, including whether walk-in service is available and if so, what services are provided as a walk-in.

The Commissioner, Wage and Investment Division, should assess and implement, if possible, the capability to provide taxpayers with the option to transfer to the appointment line versus having to hang up and call a different number.

The Commissioner, Wage and Investment Division, should ensure that local TAC telephone numbers are operational and information provided on the recorded messages is accurate and consistent with the information on the IRS’s website.