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 2005-07-11 monographic deposited born digital 58 p. GA 1.13:GAO-05-782 https://www.govinfo.gov/app/details/GAOREPORTS-GAO-05-782 P0b002ee180374d4f f:d05782 DGPO 2010-08-12 2011-03-24 GAOREPORTS-GAO-05-782 machine generated eng fdlp REPORT GAOREPORTS-GAO-05-782 GAO-05-782 Customer service Data integrity Employee training Evaluation criteria Performance appraisal Performance management Performance measures Strategic planning Tax administration Tax law Training utilization Taxpayers Tax administration systems Systems analysis Other Written Product A29597 Millions of taxpayers ask IRS questions about tax law each year. While the accuracy of IRS's answers has improved in some cases, it is still not always what taxpayers or Congress expect. Concerns about accuracy have raised questions about the adequacy of the training IRS provides to its taxpayer assistance staff. Because of these questions, GAO was asked to assess the extent to which IRS's planning and evaluation of its taxpayer assistor training conformed to guidance published by GAO and others. Planning and evaluation are part of a feedback loop whereby lessons from one year can be applied to making improvements in future years. https://www.govinfo.gov/content/pkg/GAOREPORTS-GAO-05-782/html/GAOREPORTS-GAO-05-782.htm https://www.govinfo.gov/content/pkg/GAOREPORTS-GAO-05-782/pdf/GAOREPORTS-GAO-05-782.pdf GAO-05-782 https://www.govinfo.gov/app/details/GAOREPORTS-GAO-05-782 Other Written Product GAO-05-782; Tax Administration: IRS Needs Better Strategic Planning and Evaluation of Taxpayer Assistance Training; Customer service Data integrity Employee training Evaluation criteria Performance appraisal Performance management Performance measures Strategic planning Tax administration Tax law Training utilization Taxpayers Tax administration systems Systems analysis