"The Taxpayer Experience Improvement Act requires the tax agency to publish detailed, real-time and monthly metrics online like call volume, wait times and callback availability for major IRS phone lines."
"The IRS replaced its telephone customer service metric earlier this year, which the National Taxpayer Advocate had called misleading, as it did not accurately reflect the proportion of callers who reach a person."
"In fiscal 2025, the level of service was 60%, but only 26% of callers spoke with an IRS employee, according to the internal watchdog."
"Last year, the IRS pushed thousands of employees out of their jobs, mostly through voluntary incentives, and struggled to hire employees for tax filing season."
The House approved bipartisan proposals aimed at improving IRS customer service and technology. The Taxpayer Experience Improvement Act mandates the IRS to publish real-time metrics online, including call volume and wait times. It also requires enhanced online access for taxpayers to check refund statuses and respond to IRS letters. Previous similar legislation failed to pass. The IRS has updated its customer service metrics, revealing that only 26% of callers reached an employee. The agency has faced staffing challenges, impacting service levels.
Read at Nextgov.com
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