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Published:   |   Last Updated: January 30, 2025

Review the operations, metrics, and results of other large incoming call telephone service providers through both direct and indirect means to develop benchmarks and recommended metrics and goals for IRS consideration

Objective 20

Background

This objective carried over from Fiscal Year 2024

Highlights

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1.

Status

2
2.

Expected Completion Date

12/31/2024

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3.

Activities

Activity 1: Review public information available for several large incoming call services, particularly focusing on their operations, metrics, and results.

Activity 2: Contact entities with large incoming call telephone services to obtain unpublished details of their operations, metrics, and results.

Activity 3: Review IRS operations, metrics, and results of their toll-free telephone service.

Activity 4: Compare and contrast the operations, metrics, and results of IRS toll-free telephone operations to those of other large entities with large incoming call services.

4
4.

Actions Completed

1st Quarter

TAS examined and completed research of IRS operations, metrics, and results of other large incoming call service providers. TAS published its findings in a report, Improving IRS Telephone Service: A Review of Best Practice Processes and Measures Used by Large Government and Private Sector Call Centers, in the 2024 National Taxpayer Advocate Annual Report to Congress.

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5.

Next Steps

N/A

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