United States Government Publishing Office publisher pbl distributor dst United States Government Accountability Office author aut Government Organization text government publication eng GAOREPORTS Legislative Agency Publications gao legislative 2010-08-12 U.S. Government Printing Office 2004-11-15 monographic deposited born digital 50 p. GA 1.13:GAO-05-67 https://www.govinfo.gov/app/details/GAOREPORTS-GAO-05-67 P0b002ee18038d2b9 f:d0567 DGPO 2010-08-12 2011-03-24 GAOREPORTS-GAO-05-67 machine generated eng fdlp REPORT GAOREPORTS-GAO-05-67 GAO-05-67 Customer service Electronic forms Human resources training Human resources utilization Performance measures Tax administration Tax returns Taxpayers Telephone Web sites Data integrity Other Written Product A13512 Most taxpayers have their only contact with IRS during the filing season, with tens of millions filing their returns, getting refunds, and seeking assistance by calling or visiting IRS's offices or Web site. GAO was asked to assess IRS's performance in 2004 relative to goals and prior years' performance as well as initiatives or other factors that significantly affected performance for the following areas: (1) the processing of paper and electronic returns, (2) telephone service, (3) walk-in service, and (4) Web site service. https://www.govinfo.gov/content/pkg/GAOREPORTS-GAO-05-67/html/GAOREPORTS-GAO-05-67.htm https://www.govinfo.gov/content/pkg/GAOREPORTS-GAO-05-67/pdf/GAOREPORTS-GAO-05-67.pdf GAO-05-67 https://www.govinfo.gov/app/details/GAOREPORTS-GAO-05-67 Other Written Product GAO-05-67; Tax Administration: IRS Improved Performance in the 2004 Filing Season, But Better Data on the Quality of Some Services Is Needed; Customer service Electronic forms Human resources training Human resources utilization Performance measures Tax administration Tax returns Taxpayers Telephone Web sites Data integrity