Although Virtual Face-to-Face Service Shows Promise, Few Taxpayers Use It

The Commissioner, Wage and Investment Division, and the National Taxpayer Advocate should formally develop and document a vision and specific goals for their VSD programs and develop performance measures to monitor and evaluate the performance of the individual programs.

The Commissioner, Wage and Investment Division, should develop a process to move existing equipment from locations where there has historically been little or no use to new locations that align with program goals. This process should consider taxpayer demand for service, historical VSD use, and existing service options.

The Commissioner, Wage and Investment Division, and the National Taxpayer Advocate should both conduct public awareness activities to increase taxpayers’ knowledge of the VSD program.

The Commissioner, Wage and Investment Division, should work with the Privacy, Government Liaison, and Disclosure’s Identity Assurance Operations function to determine the feasibility of developing secure procedures that allow taxpayers to apply for an Individual Taxpayer Identification Number or resolve an identity theft issue through the VSD program.

The Commissioner, Wage and Investment Division, and Director, Office of Appeals, should develop and document the goals of their respective web-based video conferencing pilots and develop performance measures to monitor and evaluate the pilots.