1. As part of its participation in the National Performance Review, IRS should publish customer service performance standards, to include the following examples. --A refund due on your paper return will be mailed within 40 days; a refund due on your electronic return will be mailed within 21 days when you request a check, or sent within 14 days when you specify direct deposit. --Our goal is to resolve your account inquires in a single contact; if you have a repeat problem you can contact the Problem Resolution Office, which will resolve the problem in an average of 21 days. --When you provide sufficient and correct information to an IRS tax assistor and get an incorrect answer, we will cancel related penalties. --Let us know where our tax forms or instructions are confusing or difficult--by 1995, we plan to boost the clarity of tax forms and instructions so that 90 percent of individual returns are error-free. The publication of these service performance standards will represent another step on the part of IRS toward a customer-driven operation. IRS plans to measure performance against these and other standards and seek continuing customer feedback on the importance of particular areas of service. IRS has a broader, aggressive effort to get customer inputs to measure the value added by its full set of initiatives.
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