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FY22 Goal 4: Enhance TAS Processes and Technology to Improve Taxpayer Service

Objectives & Activities

1
1.

Identify case process efficiencies, including requesting expansion of our delegated authorities and partnering with Enterprise Case Management (ECM) to modernize processes.

  1. Partner with the W&I Lean Six Sigma organization to identify and map our case process steps to improve process efficiencies and effectiveness.
    Status: Open
    Expected Completion Date:
    Quarterly Update:
  2. Identify which efficiencies identified as part of the Lean Six Sigma evaluation should be implemented and develop implementation plans.
    Status: Open
    Expected Completion Date:
    Quarterly Update:
  3. Use our inventory of cases to identify trends and problems in the systemic and manual resolution of Pre-Refund Wage Verification Hold (PRWVH) cases and determine the length of any delays in the process.
    Status: Open
    Expected Completion Date:
    Quarterly Update:
  4. Advocate for taxpayers impacted by the IRS Fraud Detection Process by monitoring our PRWVH inventory to identify any negative impact caused by the COVID-19 pandemic.
    Status: Open
    Expected Completion Date:
    Quarterly Update:
  5. Identify and address the impact of the pandemic on our work processes, including case receipts from the IRS including exploring new ways to address our Account Management System (AMS) inventory ensuring taxpayer cases are loaded on to TAMIS quickly.
    Status: Open
    Expected Completion Date:
    Quarterly Update:
  6. Improve the OAR process by centralizing Operations Assistance Request (OAR) submissions within the Business Operating Divisions (BODs) to reduce the number of misrouted OARs, reduce burden on TAS and the IRS, and improve service to taxpayers.
    Status: Open
    Expected Completion Date:
    Quarterly Update:
  7. Track the progress of an Integrated Action Tool programming change that will properly calculate the CSED and correct erroneous accounts.
    Status: Open
    Expected Completion Date:
    Quarterly Update:
  8. Recommend a risk management strategy and plan for TAS executive approval to manage risk – including identifying, reviewing, and assigning risks in TAS and taxpayers throughout 2021 and support strategies to mitigate and lessen impact.
    Status: Open
    Expected Completion Date:
    Quarterly Update:
  9. Identify additional delegated authorities for regular use by TAS to improve taxpayer service without compromising TAS’s independence.
    Status: Open
    Expected Completion Date:
    Quarterly Update:
  10. Identify additional delegated authorities for emergency situations, as declared by the National Taxpayer Advocate and the appropriate IRS official, when IRS operations are partially or completely suspended (i.e., COVID-19 pandemic).
    Status: Open
    Expected Completion Date:
    Quarterly Update:
  11. Continue to develop the TAS intake strategy, enhancing the delegated authorities for intake advocates to serve the most vulnerable taxpayers and to speak directly with these taxpayers at the earliest opportunity.
    Status: Open
    Expected Completion Date:
    Quarterly Update:
2
2.

Update existing Service Level Agreements (SLAs).

  1. Collaborate with BODs and functions to replicate the existing SLAs into unique sections within the IRM.
    Status: Open
    Expected Completion Date:
    Quarterly Update:
  2. Work with BODs and functions to finalize a new IRM section outlining the SLA negotiation process and the process TAS and the IRS will use to resolve disagreements during the negotiation process.
    Status: Open
    Expected Completion Date:
    Quarterly Update:
  3. Begin ongoing discussions with BODs and functions to update the SLAs to reflect current work processes.
    Status: Open
    Expected Completion Date:
    Quarterly Update:
  4. Create a new IRM section describing how to negotiate an SLA at a high level, addressing the process TAS and the BODs and functions will use to resolve disagreements during the negotiation process without stalling updates in the clearance process, and identifying the underlying approval process including collaboration with IRS.
    Status: Open
    Expected Completion Date:
    Quarterly Update:
  5. Collaborate with BODs and functions to replicate the existing SLAs into unique sections within the IRM.
    Status: Open
    Expected Completion Date:
    Quarterly Update:
3
3.

Continue our work with the IRS on the implementation of the unemployment compensation recovery process and ensure the recovery is complete in FY 2022.

  1. Continue to monitor the systemic recovery process for programming or procedural defects on any return identified or processed after October 1, 2021.
    Status: Open
    Expected Completion Date:
    Quarterly Update:
  2. Advocate for continued education for taxpayers who have filed or need to file an amended return for additional credits, deductions, or income not reported on the original return and continue to review and monitor procedures and processing of those amended returns.
    Status: Open
    Expected Completion Date:
    Quarterly Update:
  3. Monitor the downstream effects on other IRS programs related to the unemployment compensation exclusion, such as the Automated Underreporter Program and Exam.
    Status: Open
    Expected Completion Date:
    Quarterly Update:
4
4.

Work with the IRS to improve awareness and develop a targeted approach for taxpayers for whom Offers in Compromise (OICs) may be a viable option.

  1. Review prior test programs the IRS has used in attempts to increase OIC receipts.
    Status: Open
    Expected Completion Date:
    Quarterly Update:
  2. Conduct research to identify taxpayer segments who are prime candidates for OICs.
    Status: Open
    Expected Completion Date:
    Quarterly Update:
  3. Work with the IRS to develop targeted outreach to identified taxpayers.
    Status: Open
    Expected Completion Date:
    Quarterly Update:
  4. Establish a method to monitor and measure any targeted outreach endeavors.
    Status: Open
    Expected Completion Date:
    Quarterly Update:
5
5.

Work with the IRS to identify delays and propose recommendations to improve the timely payment of tentative allowances.

  1. Work with the IRS to identify issues causing delays, expedite relief to taxpayers, propose recommendations, and collaborate on improved timely payments, including monitoring inventory levels for Form 1045, Application for Tentative Refund, for individuals and Form 1139, Corporation Application for Tentative Refund, for businesses; monitoring Carryback/Carryforward Claims (Net Operating Losses (NOLs) and Forms 1045 and 1139) cases over 45 days old; and evaluating the effect of other issues on the timely processing of claims, e.g., mail delays, staffing challenges, interest computations, etc.
    Status: Open
    Expected Completion Date:
    Quarterly Update:
  2. Advocate for a dedicated fax line or other means of delivery to expedite the processing of paper forms.
    Status: Open
    Expected Completion Date:
    Quarterly Update:
  3. Recommend the IRS assign a specific employee unit dedicated to processing Forms 1139 and 1045, similar to its pre-Tax Cuts and Jobs Act (TCJA) processing.
    Status: Open
    Expected Completion Date:
    Quarterly Update:
  4. Work with the IRS to develop a communication strategy to ensure the IRS is transparent and keeps taxpayers informed about the status of their application for refund and the anticipated delays.
    Status: Open
    Expected Completion Date:
    Quarterly Update:
  5. Propose program changes, if appropriate, based upon TAS findings and data-driven analysis, including impact to years affected by the VDP, applicable penalties, and possible changes to the preclearance process.
    Status: Open
    Expected Completion Date:
    Quarterly Update: