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Taxpayers Experienced Improved Access to Toll-Free Telephone Services during the 2004 Filing Season August 2004 Reference Number: 2004-30-144

By Milbourn, Gordon C., Iii

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Book Id: WPLBN0000695466
Format Type: PDF eBook
File Size: 1,023.35 KB.
Reproduction Date: 2005

Title: Taxpayers Experienced Improved Access to Toll-Free Telephone Services during the 2004 Filing Season August 2004 Reference Number: 2004-30-144  
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.). Taxpayers Experienced Improved Access to Toll-Free Telephone Services during the 2004 Filing Season August 2004 Reference Number: 2004-30-144. Retrieved from http://netlibrary.net/


Description
Government Reference Publication

Excerpt
Excerpt: This report presents the results of our review of the Internal Revenue Service?s (IRS) ability to provide taxpayers with effective and efficient access to the toll-free telephone system during the 2004 Filing Season. We performed this audit as part of the Treasury Inspector General for Tax Administration?s (TIGTA) continuing annual reviews of the performance of key customer service programs.

Table of Contents
Table of Contents Background ...............................................................................................Page 1 Many Aspects of the Taxpayer Experience in Accessing the Toll-Fee Telephone System Were Significantly Improved During the 2004 Filing Season ..................................................................Page 2 More Detailed Information Is Needed About Why Millions of Taxpayers Hang Up During the Menu Selection Process ...........................................Page 12 Recommendation 1: ...................................................................... Page 15 Modifying the Processes for Workload Planning and Scheduling Could Further Improve Taxpayer Access and Increase Efficiency ............Page 16 Recommendation 2: ...................................................................... Page 20 Updated Circuitry Planning Standards Could Help to Alleviate Infrequent Capacity Problems ...................................................................Page 20 Recommendation 3: ...................................................................... Page 22 Appendix I ? Detailed Objective, Scope, and Methodology .......................Page 24 Appendix II ? Major Contributors to This Report........................................Page 26 Appendix III ? Report Distribution List .......................................................Page 27 Appendix IV ? Management?s Response to the Draft Report ....................Page 28

 

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