IRS Telephone Assistance: Opportunities to Improve Human Capital Management

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A letter report issued by the General Accounting Office with an abstract that begins "Each year, the Internal Revenue Service (IRS) determines the staffing level for its toll-free telephone customer service operations. GAO found that IRS lacks a long-term telephone customer service goal that reflects the needs of taxpayers and the costs and benefits of meeting that goal. Rather, IRS annually determines the level of funding it will seek for its customer service workforce, using its judgment of how to best balance service and compliance activities. IRS then calculates the level of service that funding levels will provide. This approach … continued below

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United States. General Accounting Office. January 30, 2001.

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Description

A letter report issued by the General Accounting Office with an abstract that begins "Each year, the Internal Revenue Service (IRS) determines the staffing level for its toll-free telephone customer service operations. GAO found that IRS lacks a long-term telephone customer service goal that reflects the needs of taxpayers and the costs and benefits of meeting that goal. Rather, IRS annually determines the level of funding it will seek for its customer service workforce, using its judgment of how to best balance service and compliance activities. IRS then calculates the level of service that funding levels will provide. This approach is inconsistent with the Government Performance and Results Act and the practice of selected public and private call centers that field questions. IRS recognizes the shortcomings of its personnel management and will include performance measures and goals in its 2002 strategic plan. According to IRS officials, the agency also faces challenges in recruiting, training, retaining, and scheduling customer service representatives. IRS is developing a strategy to address each of these issues."

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Government Accountability Office Reports

The U.S. Government Accountability Office (GAO) is an independent, nonpartisan agency that works for the U.S. Congress investigating how the federal government spends taxpayers' money. Its goal is to increase accountability and improve the performance of the federal government. The Government Accountability Office Reports Collection consists of over 13,000 documents on a variety of topics ranging from fiscal issues to international affairs.

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  • January 30, 2001

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  • June 11, 2014, 5:03 a.m.

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United States. General Accounting Office. IRS Telephone Assistance: Opportunities to Improve Human Capital Management, report, January 30, 2001; Washington D.C.. (https://digital.library.unt.edu/ark:/67531/metadc294355/: accessed July 8, 2024), University of North Texas Libraries, UNT Digital Library, https://digital.library.unt.edu; crediting UNT Libraries Government Documents Department.

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