The Taxpayer Advocacy Panel (TAP), Taxpayer Assistance Center (TAC) Issue Committee has issued a research report on customer service in IRS TAC offices.  The task to assess customer service as viewed by TAC customers and employees was initiated in 2006 and supported by IRS Wage & Investment Division executives, the acting Commissioner of Internal Revenue and the National Taxpayer Advocate.

Two surveys were conducted during the winter and early spring of 2007. One survey obtained the views of taxpayers who use TACs and the other obtained the views of the IRS employees who provide service to TAC customers. The customer survey, completed by over 1,100 taxpayers nationwide, was administered by TAP members as customers exited their local TAC office. The employee survey, completed by over 600 technical IRS TAC employees, was administered using an on-line survey program. The customers were asked about the services they received and whether impediments to service existed. The employees were asked similar questions about the services they provide to determine if there was a correlation between the respondents.

TAP members have completed their review of the data, finalized their observations and recommendations and issued their report on the survey findings. Using the customer and employee survey results, the TAC committee prepared a report that includes findings and recommendations aimed at enhancing the customer experience at IRS taxpayer assistance walk-in centers.  The report titled “Customer Service From Both Sides of the Counter” was delivered to the IRS Field Assistance Director on November 30, 2007 and subsequently shared with other IRS executives and all TAP members during the TAP Annual Meeting in December.  Recommendations outlined in the report include:

• Improving procedures so that all TACs accept cash payments
• Improving quality and timeliness of employee training
• Timely updates of reference material

The report can be viewed in its entirety here: Taxpayer Assitance Center Survey Report (PDF format)