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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

Quarterly Update:
1st Quarter: During the first quarter, TAS worked with the IRS to improve access to digital tools for individual and business taxpayers and tax professionals through several activities including developing the Most Serious Problem (MSP# 7- Online Account Access for Taxpayers and Tax Professionals) for inclusion in the 2023 Annual Report to Congress. Also, we scheduled a meeting with Identity Assurance to determine how we can participate in this effort during the second quarter of Fiscal Year 2024.

2
2.

Optimize the experience of TAS customers

Status: Open
Expected Completion Date: TBD

Quarterly Update:
1st Quarter: During the first quarter, TAS continued optimizing our customers experience through several activities including analyzing receipts for changes to phone gating for filing season. Also, we completed the blueprinting of a new case management system and continued developing the new case management system to improve efficiencies, streamline case processing, and reduce inefficiencies. Further, we started a new project to build a new Case and Systemic Advocacy management system in November 2023.

3
3.

Continue to update existing Service Level Agreements

Status: Open
Expected Completion Date: TBD

Quarterly Update:
1st Quarter: During the first quarter, we continued negotiating our Service Level Agreements with IRS’s Small Business/Self-Employed division. Once we finish these negotiations are complete, we will being negotiations with the Large Business and International division and Wage and Investment division.

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

Quarterly Update:
1st Quarter: In the first quarter, TAS continued conducting a comprehensive analysis of TAS’s intake process with emphasis on identifying ways to enhance customer intake in the future. This included starting a Lean Six Sigma process to identify process improvements to reduce the number of days between case receipt and case assignment to a case advocate. We also continued to explore new ways to address our Account Management System (AMS) inventory ensuring taxpayer cases are loaded on to the Taxpayer Advocate Management Information System quickly.

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

Quarterly Update:
1st Quarter: Work on this activity will begin during the second quarter of Fiscal Year 2024.

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: Closed
Completion Date: 10/01/2023

Quarterly Update:
1st Quarter: During the first quarter, TAS worked on and completed the delivery of a new case management system which, in the long term, will incorporate chat bot functionality. This functionality will need to be built out into a release schedule as a result activity is closed until release schedule is defined. This objective is closed.

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

Quarterly Update:
1st Quarter: During the first quarter, TAS and the National Taxpayer Advocate developed a study report, entitled, “Taxpayer Opinions of IRS Individual Online Accounts and a Review of Online Accounts and Web Services Offered to Businesses and Tax Professionals by U.S. State and Foreign Country Taxing Authorities” to address this objective.

8
8.

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

Status: Closed
Completion Date: 10/01/2023

Quarterly Update:
1st Quarter: All actions in this objective were complete during Fiscal Year 2023 and finalized the first quarter of FY 2024. This objective is closed.

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: Closed
Completion Date: 10/01/2023

Quarterly Update:
1st Quarter: All actions in this objective were complete during Fiscal Year 2023 and finalized the first quarter of FY 2024. This objective is closed.