{"id":29643,"date":"2020-10-06T00:00:12","date_gmt":"2020-10-06T04:00:00","guid":{"rendered":"https:\/\/ourpublicservice.org\/individual-taxpayer-services-2\/"},"modified":"2022-11-15T10:20:11","modified_gmt":"2022-11-15T15:20:11","slug":"individual-taxpayer-services","status":"publish","type":"page","link":"https:\/\/ourpublicservice.org\/our-solutions\/customer-experience\/y2020\/individual-taxpayer-services\/","title":{"rendered":"Individual Taxpayer Services"},"content":{"rendered":"\n
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This customer experience profile is from 2020. To view this year\u2019s profile, click here<\/a>.<\/h5>\n<\/div>\n\n\n\n
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\nUser Interactions<\/span><\/a>\n<\/div>\n\n\n\n
\nCustomer Feedback<\/span><\/a>\n<\/div>\n\n\n\n
\nSocial Media Presence<\/span><\/a>\n<\/div>\n\n\n\n
\nCustomer Experience Indicators<\/span><\/a>\n<\/div>\n<\/div>\n\n\n\n
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Executive Summary<\/strong><\/h3>\n\n\n\n

The IRS was hit with a double dose of challenges in 2019\u2014the major interruption caused by the 35-day government shutdown that kept tens of thousands of IRS employees from doing their jobs, and the need to implement a sweeping new tax law. Yet by some measures, the IRS still delivered services to taxpayers faster than it did five years ago, when the agency was dealing with a crisis caused by substantial budget cuts.   <\/p>\n\n\n\n

In fact, in 2019, customers reported high satisfaction levels with the support they received from representatives on the agency\u2019s primary customer service line\u2014even though it can be difficult to reach a representative during the busy tax season. <\/p>\n\n\n\n

The IRS also produced or updated several easy-to-use digital tools in the last year to help taxpayers make payments, decide how much money to withhold from their paychecks and complete other tasks. However, some tools require individuals to verify their identity\u2014and many taxpayers struggle to fulfill the agency\u2019s strict authentication requirements, in place to protect the security of sensitive taxpayer information.     <\/p>\n\n\n\n

These complications were exacerbated by the 2020 coronavirus pandemic, which presented an additional set of challenges. Initial difficulties with teleworking hindered IRS employees\u2019 ability to support customers, correspond by mail, and process paper and some electronic tax returns.<\/p>\n<\/div>\n\n\n\n

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