IRS invests in customer service with new Taxpayer Experience Office
The federal government recognizes that more needs to be done to help companies and citizens navigate the tax process.
Last month, the IRS announced the opening of what it calls the Taxpayer Experience Office. Tax season has always been a maze for taxpayers, but funding issues, staffing challenges and immense backlogs were a hallmark of 2021 inside the agency. Some refunds from last year haven’t even been issued yet, even as 2022’s busy season comes to a peak.
The Taxpayer Experience Office came about thanks to a report to Congress filed early last year, and is part of a five-year plan connected to a presidential executive order focused on restoring trust in government overall. The office will coordinate with and complement the existing Taxpayer Advocate Service, an independent organization within the IRS. Some of its key focal points include expanding customer callbacks, payment options, secure two-way messaging and services for multilingual customers.
“Whether checking the status of a tax return, meeting with a revenue agent for an audit or receiving a tax credit to their bank account, improving service delivery and customer experience are fundamental priorities for us,” said the office’s new head, Ken Corbin.
That said, ordinary taxpayers can’t call up the new office for help with their returns or their refunds. It’s more of a government-facing entity, creating internal benchmarks and best practices to strive for in the long term. Meanwhile, the IRS is also facing entrenched budget shortfalls, which advocates say is stripping the government of its ability to actually help on its acknowledged issues.
As even the IRS admits that this situation is a mess, that’s all the more reason to enlist qualified professionals to help shoulder the task. Accountants call the months leading up to the April federal filing deadline “busy season,” but they’re well equipped to navigate these waters.
The best outcomes always stem from a strong relationship between you and your tax pro, which means now is the best time to partner with an accountant who can help you grow for decades to come.
