Every year millions of people call the IRS with questions about filing taxes, but researchers found many of those conversations could be avoided with a little bit of early outreach.
By communicating basic information earlier in the tax-filing process, the agency can significantly improve customer experience and reduce taxpayer questions, according to a report published Wednesday by Accenture and the Partnership for Public Service. Last year, calls to the agency fell 19 percent.
IRS employees anticipated the types of issues they thought taxpayers might run into when filing their returns and created two initiatives to answers those questions before people ever had to pick up the phone. One campaign, dubbed “Get Ready,” highlighted changes taxpayers would see when filing in 2017, and another, “Avoid the Rush,” helped them navigate to specific information on the IRS website.
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