An official website of the U.S. GovThe IRS must reduce its heavy reliance on paper processing by prioritizing automation, improving service metrics, and enabling end-to-end digital workflows to reduce delays, bottlenecks, and taxpayer frustration.
To enhance taxpayer service through automation and accurate performance measurements, TAS recommends that the IRS:
Implement End-to-End Paperless Processing: Disclose to Congress and the public the full scope, objectives, milestones, and implementation timeline of its end-to-end paperless processing initiative by the end of FY 2025. Ensure that digitized data is fully compatible with IRS systems for automatic routing, work assignment, and resolution.
Adopt Enhanced Metrics for Phone Service: By the end of FY 2025, expand and analyze the Service Completion Rate measurement or other alternative measures of telephone service that evaluate the overall taxpayer experience. These metrics should assess the quality, accuracy, timeliness, and resolution of service, not just call connection rates. Adopt an alternate metric of service for phones that measures the taxpayer experience, including attributes related to the quality of service provided and whether the IRS resolved the taxpayer’s issue, and balance its resources to provide quality service more efficiently by the end of FY 2025.
Advance Conversational Routing of Calls: Continue developing intelligent call-routing technologies to improve automation in taxpayer service. Disclose to Congress and the public the initiative’s scope, milestones, and expected outcomes by the end of FY 2025.
Prioritize Taxpayer 360 Implementation: Expedite deployment of the Taxpayer 360 platform to enhance CSR access to taxpayer data, enabling quicker, more informed responses. Disclose the scope of Taxpayer 360, initiative details, and milestones to Congress and the public by the end of FY 2025.
