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Treasury Inspector General for Tax Administration

Press Release


August 22, 2011
TIGTA - 2011-49
Contact: Karen Kraushaar
(202) 622-6500
karen.kraushaar@tigta.treas.gov
TIGTACommunications@tigta.treas.gov

E-Help Desk Needs Improvement to Support Expanding IRS Electronic Products and Services

WASHINGTON - Customers who contact the e-help desk at the Internal Revenue Service (IRS) to register for e-Services, transmit an electronically filed tax return, or apply to be an Electronic Return Originator are receiving better customer service than they had in the past.

That is the conclusion of a new audit report released publicly today by the Treasury Inspector General for Tax Administration (TIGTA). The audit is a follow-up to a prior TIGTA review of whether the IRS e-help Desk Program is providing quality customer service.

Electronic products supported by the e-help desk include electronically filed tax returns and e-Services such as the Electronic Federal Tax Payment System and the Central Contractor Registration.

"As a result of the e-file mandate requiring that most tax preparers e-file the tax returns they prepare, more tax preparers will be using the IRS's e-Services. Now more than ever, the IRS must ensure that it is providing the best possible electronic service," said J. Russell George, Treasury Inspector General for Tax Administration.

TIGTA found that progress has been made but additional improvements to the e-help desk are needed to support expanding electronic products and services. Among the key findings:

TIGTA made seven recommendations in its report; IRS management agreed to all of them.

Read the report.

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