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GGD-79-74 1 (1979-09-18)

handle is hein.gao/gaobaazux0001 and id is 1 raw text is: RESTRICTED - Not to be releasrd o't-e ~e peral Accouufeg Offzt., 17ccet t on tlne baa;s of slvcttic app. ovi by the CIlCe of Cocgres ional Re;atio:.3. REPORT BY THE 1137 Comptroller General OF THE UNITED STATES How Taxpayer Satisfaction With IRS' Handling Of Problem Inquiries Could Be Increased At the request of the Joint Committee on Taxation, GAO assessed taxpayers' satisfaction with the way the Internal Revenue Service (IRS) handles their problem inquiries--those requiring the taxpayer to contact IRS more than once for a solution. GAO also examined their satisfaction with other more difficult inquiries requiring IRS to do research and recontact the taxpayer. The majority of the 2,223 taxpayers respond- ing to GAO's questionnaire were satisfied; 32 percent were not. Most dissatisfied taxpayers complained about how IRS communicated its answers and be- cause solving their problems took too many contacts and too much time. IRS can better serve such taxpayers by refin- ing its special handling system, known as the Problem Resolution Program. (alo:( GGD-79-74 SEPTEMBER 18, 1979 / ) 2C:z

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