TREASURY INSPECTOR GENERAL FOR TAX ADMINISTRATION
THE STRATEGIC IMPROVEMENT THEMES IN THE
TAXPAYER ASSISTANCE BLUEPRINT PHASE I REPORT APPEAR TO BE SOUND; HOWEVER, THERE
WERE SOME INACCURATE DATA IN THE REPORT
Issued on May 18, 2007
Highlights
Highlights of
Report Number: 2007-40-078 to the
Internal Revenue Service Commissioner
IMPACT ON TAXPAYERS
In
July 2005, Congress issued a report requesting that the Internal Revenue
Service (IRS) develop a 5-year plan including an outline of which services the
IRS should provide and how it will improve services for taxpayers. In response, the IRS developed the Taxpayer
Assistance Blueprint (TAB). The TAB
represents an integrated strategy for providing taxpayer service over multiple
channels and should provide the foundation for the next stage in the evolution
of taxpayer services. The conclusions and strategic improvement themes
outlined in the TAB Phase I report were valid; however, not all information
included in the Phase I report was accurate and/or consistent. As the IRS moves forward with its 5‑year
service delivery plan, inaccuracies and/or inconsistencies will put the plan at
risk of improperly aligning service content, delivery, and resources with
taxpayer and partner expectations.
WHY TIGTA DID THE AUDIT
This audit was initiated to assess the accuracy and
reliability of the data used to develop the Phase I report. The focus of the TAB initiative is on services that
support the needs of individual filers who file or should file Form 1040 series
tax returns [for example, U.S. Individual Income Tax Return (Form 1040) and
Income Tax Return for Single and Joint Filers With No Dependents (Form 1040EZ)]. The IRS indicates the initiative will address
the challenges of effectively and efficiently aligning service content,
delivery, and resources with taxpayer and partner expectations.
To satisfy the report submission date of April 14, 2006, the
IRS designed the TAB as a two‑phased process. The TAB Phase I report identified strategic
improvement themes by researching IRS service relative to taxpayers’ needs and
preferences. The TAB Phase II report
will validate the strategic improvement themes through further research of
taxpayers’ service preferences and develop the 5-year plan for service
delivery.
WHAT TIGTA FOUND
The majority of the
information in the Phase I report was accurate. However, some inaccuracies were found in the
report related to changes in
The inaccuracies and inconsistencies resulted primarily from
the IRS not having an effective process to ensure all statements in the TAB
Phase I report correctly reflected the results of its research and data
analyses.
WHAT TIGTA RECOMMENDED
TIGTA did not make any recommendations but will include
testing of the quality review process in our review of the TAB Phase II report.
In their response to the
report, IRS management indicated that prior to the completion of this report, a
thorough quality review process was developed and implemented for the TAB Phase
II. Experienced analysts validated
information in the TAB Phase II report, including all citations, reference
documents, and data presented in the report.
This process was thoroughly documented, and the IRS believes the result
is an accurate and well-documented TAB Phase II report.
READ THE
FULL REPORT
To view the report,
including the scope, methodology, and full IRS response go to:
http://www.treas.gov/tigta/auditreports/2007reports/200740078fr.html.
Email
Address: Bonnie.Heald@tigta.treas.gov
Phone Number: 202-927-7037
Web Site:
http://www.tigta.gov