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Tax Administration: Improvements in IRS' Telephone Assistor Accuracy

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Report Type Reports and Testimonies
Report Date Sept. 22, 1992
Report No. GGD-92-139FS
Subject
Summary:

During each of the last several filing seasons, the accuracy of the Internal Revenue Service's (IRS) answers to telephone inquiries from the public on tax matters has steadily increased, from 63 percent accuracy in 1989 to 88 percent in 1992. Increased management emphasis and the use of a standard reference guide seemed to be the key reasons for this improvement. However, the problems that some call sites have experienced in hiring and training staff will make it difficult for IRS to sustain these accuracy gains or to substantially improve this year's accuracy rate.

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