Improvements Are Needed to Ensure That Taxpayers Are Receiving a Quality Experience When Visiting a Taxpayer Assistance Center

In our February 2024 alert, we recommended that the Director, Field Assistance, take actions to address the issues we identified regarding the hours of operation, incorrect addresses, and current operational status to ensure that taxpayers have the most accurate and up-to-date information available. Additionally, immediate action should be taken to ensure that TAC facilities that are open for extended hours are accessible to taxpayers and that the hours posted at the facility are accurate and observed.

The Chief, Taxpayer Services, should develop processes and procedures to ensure that the hours of operation are accurately posted at all TAC locations and consistent with what is reflected on the IRS website. These processes and procedures should include verification steps to be taken as part of the IRS’s annual filing season readiness confirmation process.

In our February 2024 alert, we recommended that the Director, Field Assistance, and Chief, Facility Management and Security Services, take action to address the issues identified regarding the lack of security measures to ensure that taxpayers are being provided appropriate taxpayer services, and protect IRS employees and taxpayers when visiting the TACs. Additionally, processes should be implemented to ensure that all security guards are aware of their responsibilities when interacting with taxpayers to include mandatory security screening policies and refraining from impeding a taxpayer’s ability to speak with IRS employees.

In our February 2024 alert, we recommended that the Director, Field Assistance, ensure there is a consistent policy regarding whether appointments are necessary or if walk-ins will be accommodated to avoid confusion and provide a consistent experience at all TAC locations.

In our February 2024 alert, we recommended that the Director, Field Assistance, ensure all TAC employees are aware of the policies regarding walk-in taxpayers as they relate to services provided, ensure employees are aware and educated on programs offered by the IRS that will ensure that taxpayers are afforded the necessary information to obtain free services that will assist them in compliancy, and finally ensure a policy where TAC employees have the ability to print off the necessary forms requested by a taxpayer.