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Toll-Free Account Assistance to Taxpayers Is Professional and Timely, And the Quality of Information Provided Has Improved December 2004 Reference Number: 2005-40-018

By Milbourn, Gordon C., Iii

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Book Id: WPLBN0000695364
Format Type: PDF eBook
File Size: 374.38 KB.
Reproduction Date: 2005

Title: Toll-Free Account Assistance to Taxpayers Is Professional and Timely, And the Quality of Information Provided Has Improved December 2004 Reference Number: 2005-40-018  
Author: Milbourn, Gordon C., Iii
Volume:
Language: English
Subject: Government publications, Economics., United States. Department of the Treasury--Appropriations and Expenditures.
Collections: U.S. Department of the Treasury Collection
Historic
Publication Date:
Publisher: United States Department of the Treasury

Citation

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Milbourn Iii, G. C. (n.d.). Toll-Free Account Assistance to Taxpayers Is Professional and Timely, And the Quality of Information Provided Has Improved December 2004 Reference Number: 2005-40-018. Retrieved from http://worldebooklibrary.com/


Description
Government Reference Publication

Excerpt
Excerpt: This report presents the results of our review of the Internal Revenue Service?s (IRS) toll-free telephone assistance program for account questions. The overall objective of this review was to determine whether taxpayers received quality service when calling the IRS Toll-Free Customer Service to ask an account-related question during the 2004 Filing Season. Specifically, we determined the quality of the service (taxpayer experiences) and the responses taxpayers received when asking an account-related question.

Table of Contents
Table of Contents Background ............................................................................................... Page 1 Customer Service on the Toll-Free Telephone Lines for Callers With Account Questions Has Improved......................................... Page 6 Taxpayer Authentication Needs Improvement .......................................... Page 9 Recommendation 1:.......................................................................Page 13 Recommendation 2:.......................................................................Page 14 Appendix I ? Detailed Objective, Scope, and Methodology....................... Page 15 Appendix II ? Major Contributors to This Report ....................................... Page 16 Appendix III ? Report Distribution List ....................................................... Page 17 Appendix IV ? Outcome Measures............................................................ Page 18 Appendix V ? Embedded Quality............................................................... Page 20 Appendix VI ? Comparison of Treasury Inspector General for Tax Administration and Internal Revenue Service Results of Monitored Calls in Wage and Investment Division Applications for Account Calls Product Lines ............................................................................................ Page 22 Appendix VII ? Management?s Response to the Draft Report ................... Page 23

 

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