by Mike Godfrey
Tax-News.com
IRS Chief Mark W. Everson admitted on Tuesday that around one-quarter of enquiries concerning tax law made to the agency’s telephone help lines may be being answered incorrectly.
Testifying before the House Ways and Means Committee, Everson revealed that the accuracy rate for responses to questions posed to call center employees on the Revenue’s toll-free help line has fallen to 75.79% in the first months of 2004. This compares to a rate of 84% for 2003.
Blaming incomplete research and incorrect application of the tax law for the falling standards, Everson told the committee that the IRS is planning ‘Quality Review Improvement Teams' to identify and prioritise the areas of concern.
Everson told reporters after the hearing that the scripts given to IRS workers were a large contributory factor in the decline in accurate answers, and also blamed changes in staffing levels and a management restructure.
Tax-News.com
IRS Chief Mark W. Everson admitted on Tuesday that around one-quarter of enquiries concerning tax law made to the agency’s telephone help lines may be being answered incorrectly.
Testifying before the House Ways and Means Committee, Everson revealed that the accuracy rate for responses to questions posed to call center employees on the Revenue’s toll-free help line has fallen to 75.79% in the first months of 2004. This compares to a rate of 84% for 2003.
Blaming incomplete research and incorrect application of the tax law for the falling standards, Everson told the committee that the IRS is planning ‘Quality Review Improvement Teams' to identify and prioritise the areas of concern.
Everson told reporters after the hearing that the scripts given to IRS workers were a large contributory factor in the decline in accurate answers, and also blamed changes in staffing levels and a management restructure.