The Resource Tax Administration: One Stop Service: A New Concept of Assistance for Taxpayers

Tax Administration: One Stop Service: A New Concept of Assistance for Taxpayers

Label
Tax Administration: One Stop Service: A New Concept of Assistance for Taxpayers
Title
Tax Administration: One Stop Service: A New Concept of Assistance for Taxpayers
Contributor
Subject
Language
eng
Summary
IRS has a history of customer assistance problems caused by fragmented taxpayer service delivery programs. Taxpayers often have to deal with IRS employees in different functions and at various locations to resolve problems or get questions answered accurately. To deal with this situation, IRS has adopted a new customer assistance initiative known as 'One Stop Service'. Today, One Stop Service is a concept and not yet a reality. One Stop Service has short-and long-term objectives. In the short term, IRS is focusing on improving its telephone service by expanding the authority of its employees and providing more equipment to resolve taxpayer problems with their tax accounts. IRS' long term goal is to resolve 95 percent of all taxpayer inquiries through a single contact with the agency. One Stop Service is new and can be expected to experience some growing pains. For example, IRS telephone sites are implementing One Stop Service at different rates. GAO found several things IRS needs to address as it moves forward. These include (1) ensuring that taxpayers have access to telephone assistance, (2) developing better measures of the level and quality of telephone account assistance, and (3) providing adequate training for account assistors. To accomplish One Stop Service in both the short and long term, IRS needs uniform implementation across field offices to provide taxpayers with consistent service. One Stop Service also demands strong leadership to provide essential staffing and equipment, training, and a basis for measuring success. Finally, One Stop Service will not occur by IRS' September 1998 goal without computer and telecommunications systems that are integral to Tax Systems Modernization. Ultimately, the success of One Stop Service will depend on the secure and easy retrieval of comprehensive account data by assistors across the country, which in turn requires the completion of several major Tax Systems Modernization projects
Cataloging source
DTICE
Index
no index present
Literary form
non fiction
http://library.link/vocab/relatedWorkOrContributorName
GENERAL ACCOUNTING OFFICE WASHINGTON DC GENERAL GOVERNMENT DIV
http://library.link/vocab/subjectName
  • Social communication
  • Operational effectiveness
  • User needs
  • Telephone systems
  • Taxes
  • Leadership
  • Sites
  • Consistency
  • Quality
  • Access
  • Telecommunications
  • Economics and Cost Analysis
  • Personnel Management and Labor Relations
  • Voice Communications
Label
Tax Administration: One Stop Service: A New Concept of Assistance for Taxpayers
Instantiates
Publication
Note
Testimony before the Subcommittee on Commerce, Consumer and Monetary Affairs, Committee on Government Operations House of Representatives
Carrier category
online resource
Carrier category code
  • cr
Carrier MARC source
rdacarrier
Content category
text
Content type code
  • txt
Content type MARC source
rdacontent
Extent
12 pages
Form of item
online
Governing access note
APPROVED FOR PUBLIC RELEASE
Media category
computer
Media MARC source
rdamedia
Media type code
  • c
Note
Hein Online
System control number
  • (OCoLC)227824933
  • (OCoLC)ocn227824933
Label
Tax Administration: One Stop Service: A New Concept of Assistance for Taxpayers
Publication
Note
Testimony before the Subcommittee on Commerce, Consumer and Monetary Affairs, Committee on Government Operations House of Representatives
Carrier category
online resource
Carrier category code
  • cr
Carrier MARC source
rdacarrier
Content category
text
Content type code
  • txt
Content type MARC source
rdacontent
Extent
12 pages
Form of item
online
Governing access note
APPROVED FOR PUBLIC RELEASE
Media category
computer
Media MARC source
rdamedia
Media type code
  • c
Note
Hein Online
System control number
  • (OCoLC)227824933
  • (OCoLC)ocn227824933

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