Michael Phillips, IRS deputy inspector general for audit said that the customer service efficiency of Ireland's e-Help desk needs improvement. IRS customer service has lack of quality measures and procedures, insufficient employee training and inadequate customer satisfaction measurement.
The audit has discovered inaccuracies in the program's E-Help Support System and employee training, as well as the agency's failure to use call monitoring and electronic case reviews to evaluate the quality of the program. IRS will continue to expand its electronic services this year to include e-Services for reporting agents and income verification express services, which provide two-business day processing and delivery of return transcripts. The e-Help Desk Program assists taxpayers and tax professionals with registering for e-Services, transmitting e-File tax returns and applying to be an electronic-return originator. Auditors also recommended the agency to develop a process to ensure timely customer satisfaction feedback, establish quality measures and evaluate the program's success through the implementation of an operational quality review system, ensure that predetermined solutions to common problems are up-to-date and develop procedures to guarantee that management information is accurate.