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![handle is hein.gao/gaobadxyo0001 and id is 1 raw text is:
DOCUMENT RESUME
05399 - (B0865783]
Adequacy of the Internal Revenue Servicels Telephone Assistanc,
to Taxpayers. March 22, 1978. 12 pp. + 7 appendices (19 pp.).
Testimony before the House Committee on Government Operations:
Commerce, Consumer and Monetary Affairs Subcommittee; by Victor
L. Love, Director, General Government Div.
Contact: General Government Div.
Organization Concerned: Internal Revenue Service.
Congressional Relevance: House Committee on Government
Operations: Commerce* Consumer and Monetary Affairs
S t Ecommittee.
Authority: Tax Reform Act of 1976.
In a survey of the effectiveness of the Internal
Revenue Servicels (IRS's) taxpayer service telephone assistance
program, questions were based primarily on tax changes resulting
from the Tax Reform Act of 1976. During fiscal year 1977, IRS
was contacted about 29 million times for taxpayer arsistance. On
the basis of a sample analysis conducted over a 3-day period, it
was estimated that 961 of taxpayers calling for assistance had
their calls answered. The average time for answering calls was
aboit 1 minute, compared to 20-40 seconds set by IRS standards.
About 87% of IRS@ respcnses we-e correct, but responses by
specialists (technical backup people) were correct only 79% of
the time. Rates varied with locatior, and type of question.
Responses to questions dealing with alimony were correct 100% of
the time, while those dealing vith moving expenses were correct
only 59% of the time. Tax assisters were courteous 89% of the
time aDd gave their names, as required, 98% of the time. GAO is
studying the 1040 tax forms and instructions to try to simplify
them. Experts are focusing attention on the parts of
instructions which have caused the most telephone calls to IRS'
taxpayer service. (HTV)](ViewImageLocal?handle=hein.gao/gaobadxyo0001&div=1&collection=&method=preview&ext=.png&size=3)