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FY24 Goal 4: Enhance TAS Processes and Technology to Improve Taxpayer Service

Organizational Objectives

1
1.

Work with the IRS to improve access to digital tools for individual and business taxpayers and tax professionals

Status: Open
Expected Completion Date: TBD

2
2.

Optimize the experience of TAS customers

Status: Open
Expected Completion Date: TBD

3
3.

Continue to update existing Service Level Agreements

Status: Open
Expected Completion Date: TBD

4
4.

Continue to conduct a comprehensive analysis of TAS’s intake process with emphasis on identifying ways to enhance customer intake in the future

Status: Open
Expected Completion Date: TBD

5
5.

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

Status: Open
Expected Completion Date: TBD

6
6.

Continue to evaluate and implement emerging options for digital interactions with customers to reduce burden and gain efficiencies, including deploying a web virtual assistant (e.g., chat bot), expanding the virtual assistance features to phone assistance and live agent interactions, expanding the Documentation Upload Tool, and using digital form technology to reduce the need for transcription of the Applications for Taxpayer Advocate Assistance

Status: Open
Expected Completion Date: TBD

7
7.

Continue determining taxpayer needs and preferences for establishing online accounts with the IRS and authenticating secure access to those accounts

Status: Open
Expected Completion Date: TBD

8
8.

Continue working with the IRS to influence the digital services implementation plans to emphasize proactive capabilities for taxpayers

Status: Open
Expected Completion Date: TBD

9
9.

Work with the IRS Business Operating Divisions to develop procedures for the IRS in reviewing and responding to the Taxpayer Advocacy Panel recommendations

Status: Open
Expected Completion Date: TBD

Return to FY24 TAS Operational Plan