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Tax Administration: Taxpayer Input Could Strengthen IRS's Online Services

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Report Type Reports and Testimonies
Report Date Dec. 19, 2019
Release Date Dec. 19, 2019
Report No. GAO-20-71
Summary:

IRS offers a range of online services, including services that allow taxpayers to track refunds or view their accounts. Although IRS recognizes that taxpayers want more online options, it hasn’t considered taxpayer input in developing new services. Also, its efforts to determine whether current online services meet taxpayer needs haven’t yet been sufficient to make decisions about how to move forward.

IRS has long relied on private companies to help taxpayers file electronically, but it hasn’t given adequate consideration to the benefits and costs of this agreement with industry.

We made 7 recommendations to address these and other challenges.

A person looking at the IRS website

A person looking at the IRS website

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