United States Government Publishing Office publisher pbl distributor dst United States Government Accountability Office General Government Division author aut Government Organization text government publication eng GAOREPORTS Legislative Agency Publications gao legislative 2010-08-12 U.S. Government Printing Office 1994-08-29 monographic deposited born digital GA 1.13:GGD-94-131 https://www.govinfo.gov/app/details/GAOREPORTS-GGD-94-131 P0b002ee180379702 f:gg94131 DGPO 2010-08-12 2011-03-28 GAOREPORTS-GGD-94-131 machine generated eng fdlp REPORT GAOREPORTS-GGD-94-131 GGD-94-131 Tax administration systems Computerized information systems Information dissemination operations Telephone communications operations Taxpayers Management information systems Quality control Productivity Internal controls Telecommunications operations IRS One Stop Service Initiative Letter Report GGD The Internal Revenue Service (IRS) has been frequently criticized for its handling of taxpayer questions, requests for assistance, and complaints. In response, IRS has developed a concept of taxpayer assistance known as "one-stop service." The idea is that taxpayers should be able to call, write, or walk into an IRS office for help with any kind of tax problem and see that matter resolved with only one contact by the taxpayer. GAO concludes that both taxpayers and IRS will benefit if IRS can achieve its one-stop service goals. Taxpayers will be able to avoid time-consuming dealings with multiple IRS contacts, and IRS should see increased taxpayer compliance. Between 1992 and 1993, IRS improved its delivery of one-stop service to taxpayers who called with account questions. However, several barriers still limit IRS' ability to deliver one-stop service over the telephone. IRS hopes to remove some of these barriers by consolidating various telephone and correspondence handling services into 23 Customer Service Centers, which should be up and running by 2001. In the meantime, current measures overstate delivery of one-stop service at toll-free sites. https://www.govinfo.gov/content/pkg/GAOREPORTS-GGD-94-131/html/GAOREPORTS-GGD-94-131.htm GAO/GGD-94-131 https://www.govinfo.gov/app/details/GAOREPORTS-GGD-94-131 Letter Report GAO/GGD-94-131; Tax Administration: Better Measures Needed to Assess Progress of IRS' One-Stop Service; Tax administration systems Computerized information systems Information dissemination operations Telephone communications operations Taxpayers Management information systems Quality control Productivity Internal controls Telecommunications operations IRS One Stop Service Initiative