Internal Revenue Service, Department of Treasury

Taxpayer Services

In FY 2018, for every $100 the government collected in taxes, the IRS spent only 35 cents

The Internal Revenue Service (IRS) is a bureau of the Department of the Treasury and is one of the world's most efficient tax administrators. IRS provides America's taxpayers top quality service by helping them understand and meet their tax responsibilities and enforces the law with integrity and fairness to all. The IRS receives more than 100 million individual tax returns annually and issues millions of refunds. More than 90 percent of individual returns received are filed electronically. Using new screening criteria, the IRS has stopped billions in fraudulent refunds claimed by identity thieves.

CX Plans and Progress

Service design artifacts to support Customer Experience planning and change management. Each agency generates operational data; including web traffic and customer feedback.

Progress

View CX Feedback Data
Digital Analytics Data
Operational Data
Reporting Notes

CX Feedback Data

Download CX Feedback Data

During this quarter, the HISP collected feedback under a PRA clearance that does not all for public disclosure. HISPs are required to establish the new A-11 Section 280 generic clearance that allows for public reporting by October 1, 2020.

Digital Analytics Program Data

FY19 Q1 Operational Data

Appointment Line

Face-to-Face Contacts	457,000
Total Appointments Scheduled	237,000
Toll-Free Accounts Accuracy	96%

Appointment Line Follow-up

Face-to-Face Contacts	457,000
Total Appointments Scheduled	237,000
Field Assistance Accuracy	97%
Toll-Free Accounts Accuracy	96%

Toll free Call Center

Customer Service Representative Level of Service	72%
Toll-Free Tax Law Accuracy	94%
Toll-Free Accounts Accuracy	96%

FY19 Q2 Operational Data

Appointment Line

Face-to-Face Contacts	1,025,000
Total Appointments Scheduled	647,000
Toll-Free Accounts Accuracy	95%

Appointment Line Follow-up

Face-to-Face Contacts	1,025,000
Total Appointments Scheduled	647,000
Field Assistance Accuracy	96%
Toll-Free Accounts Accuracy	95%

Toll free Call Center

Customer Service Representative Level of Service	67%
Toll-Free Tax Law Accuracy	91%
Toll-Free Accounts Accuracy	95%

FY19 Q3 Operational Data

Appointment Line

Face-to-Face Contacts	1,770,207
Total Appointments Scheduled	1,067,748
Toll-Free Accounts Accuracy	94%

Appointment Line Follow-up

Face-to-Face Contacts	1,770,207
Total Appointments Scheduled	1,067,748
Field Assistance Accuracy	96%
Toll-Free Accounts Accuracy	94%

Toll free Call Center

Customer Service Representative Level of Service	66%
Toll-Free Tax Law Accuracy	92%
Toll-Free Accounts Accuracy	94%

Reporting Notes

CX Feedback Data: HISPs are currently in the process of aligning their customer feedback collections to seven government-wide CX measures. These measures align to specifically worded questions that agencies may make minimal changes to (to ensure relevancy for their context) and be scored on a scale of 1 to 5, with 5 indicating strong agreement with a measure statement. Agencies that use a 10 point scale provide a calculation for converting results to a five point scale. Many are collecting customer feedback under clearances that did not include a provision to share this data publicly. HISPs without the current capacity to collect and share data using the government-wide measures must identify a target date for reporting of these metrics not to exceed FY 2021, Quarter 1.
Operational Data: HISPs were provided the opportunity to submit operational data in their quarterly reporting to OMB that provides context regarding their customers' experiences with their service.