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Published:   |   Last Updated: October 18, 2024

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

1
1.

Status

2
2.

Expected Completion Date

09/30/2025

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Activity 2: Contact entities with large incoming call telephone services to obtain unpublished details of their operations, metrics, and results.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

Quarterly update on the identified activities

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5.

Next Steps

Projected next actions