Actions Are Needed to Improve the Quality of Customer Service in Telephone Operations

The Commissioner, Wage and Investment Division, should ensure that the incorrect telephone number TIGTA identified for the Automated Underreporter Program is corrected in internal guidance documents.

The Deputy Commissioner of Services and Enforcement should establish processes to continually evaluate the resources available and/or needed to provide quality customer service on all toll-free telephone lines and make adjustments including reducing the number of available lines as needed.

The Commissioner, Wage and Investment Division, should ensure that all telephone lines that place callers on hold provide information regarding tax scams, including information on where and how to report tax scams and how to protect themselves from identity theft and tax scams as legislatively required.

The Commissioner, Wage and Investment Division, should provide the option to hear recorded messages in Spanish on all customer service telephone lines.