On Friday, the Internal Revenue Experience announced the creation of a new Taxpayer Experience Office, which will focus on improving taxpayer service at the agency, which is suffering.
According to IRS Commissioner Chuck Rettig, “While the IRS continues to take immediate steps this filing season, including adding more employees to address the significant challenges facing a resource-constrained IRS, it is critical that we work going forward to equip the IRS to be a 21st-century resource for American taxpayers.
” As stated by the IRS, “the formal establishment of this office will assist in unifying and expanding existing activities across the IRS aimed at improving taxpayer services.”
According to the IRS, the new office will be responsible for all aspects of “taxpayer transactions” across the entire IRS.
While the IRS has obtained special hiring authority to hire 10,000 new employees as part of a concerted effort to reduce its backlog of more than 24 million tax returns,
the announcement of the new office coincides with news first reported by The Washington Post that the IRS has obtained special hiring authority to hire 10,000 new employees.
According to Tony Reardon, national president of the National Treasury Employees Union, which represents IRS employees,
“It is undeniable that understaffing in these areas adds to the backlog in the processing of tax returns and taxpayer correspondence.” In his statement, Reardon stated that the direct-hire authority would be terminated at the end of 2023.
Work to improve the IRS customer experience was detailed in a report to Congress last year, which was mandated by the 2019 Taxpayer First Act, which called for improved customer service at the IRS. The report detailed the IRS’s Customer Experience Strategy, which was released last year.
The expansion of digital services will be a major priority area for the next decade.
The Internal Revenue Service (IRS) says it aims to extend online accounts by adding new features such as digital notifications and the option to update contact information, as well as by creating similar online accounts specifically for businesses and tax experts.
There are other initiatives aimed at improving document interchange capabilities and digital signatures, as well as expanding the number of available online payment alternatives.
- The Irs Withdrew My Tax Refund to Settle My Husband’s Outstanding Obligation|
- Tax Alert: Pandemic Tax Relief and Childcare Credit Payments| Latest News!
- What Amounts and Dates Were Associated With the First, Second, and Third Stimulus Checks?
Taxpayers will benefit from additional payment options, secure two-way messaging between Americans and IRS employees, and services tailored to multilingual clients in the immediate future, according to the Internal Revenue Service.
The Biden administration’s executive order on customer experience is one of the driving forces behind the establishment of the new office.
According to the order, the Treasury Department must “develop and provide new online tools and services to make the payment of taxes easier,” as well as provide customers with the option to schedule customer care call-backs in advance.
There was also mention of the possibility of expanding automated direct deposit refunds based on earlier tax returns, as well as the development of tax credit eligibility tools and the expansion of electronic filing alternatives.
Longer-term, the IRS adds, this new office will serve to drive customer experience initiatives throughout the whole agency, taking into account taxpayer expectations, industry trends, and best practices. It will establish guidelines and expectations for the agency’s taxpayer experience.
“The Internal Revenue Service is committed to providing taxpayers with experiences that meet them where they are, in the moments that matter the most in their lives,
and in a way that delivers the service that the public expects and deserves,” said Ken Corbin, the IRS’s Chief Taxpayer Experience Officer and commissioner of the Wage and Investment division.
The Internal Revenue Service is also pondering how to do identification verification for internet accounts.
A recent announcement stated that it will transition from the private business ID.me, which employs biometrics, to the General Services Administration’s login.gov following the current tax season.