Most Serious Problem: Navigating the IRS

Taxpayers often have difficulty locating IRS personnel who can provide accurate and responsive information regarding their cases.  The IRS emphasizes its main toll-free phone line, which includes difficult-to-interpret options and often leads to extended hold times.  Even when taxpayers are provided with a specific phone number, most often it is for a group, rather than for an individual employee.  These group numbers make it difficult for taxpayers to have a sense of continuity and rapport with the personnel working their cases.  Moreover, a lack of ownership on the part of IRS personnel who work these cases can decrease the efficiency and effectiveness of case resolutions and worsen the customer experience.

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