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In an Effort to Improve Customer Service, the IRS Has Established the Taxpayer Experience Office (TEO)!


The Internal Revenue Service (IRS) inaugurated a new Taxpayer Experience Office on Friday as part of a long-term strategy to improve customer service.

According to a press release, the office would focus on “all elements of taxpayer transactions,” working closely with the Taxpayer Advocate Service, an independent IRS department.

Customers may witness improvements in the callback, payment choices, two-way messaging, and multilingual services shortly.
More than 100 programmes and capabilities, including enhanced account access, more e-file and payment alternatives, digital signatures, secure two-way messaging, and more, were proposed in a 2021 report to Congress.

In a statement, IRS Chief Taxpayer Experience Officer Ken Corbin said, “The IRS is committed to customer experiences that meet taxpayers where they are, in the times that matter most in people’s lives, and in a way that delivers the service that the public expects and deserves.”

The news comes at a difficult time for the IRS, which is still dealing with a backlog of millions of unprocessed tax returns from the 2020 tax year.
Advocates, on the other hand, argue that the IRS requires long-term financing to address persistent technology and customer service difficulties.

On Thursday, a group of former tax officials and policy experts wrote to the Appropriations Committees, requesting assistance to address backlogs and the tax gap.

In a February testimony before the House Ways and Means Oversight Subcommittee, National Taxpayer Advocate Erin Collins expressed similar concerns.

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“The IRS need additional cash in its taxpayer services account to improve return processing, correspondence processing, and telephone service to meet basic taxpayer service demands,” she stated.

Despite President Joe Biden’s proposal to pay the IRS $80 billion over the next decade to combat tax evasion, conservatives have objected.

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