Tax Administration

One Stop Service: A New Concept of Assistance For Taxpayers Gao ID: T-GGD-92-33 April 28, 1992

Fragmented taxpayer service programs mean that the public often must deal with several Internal Revenue Service (IRS) employees in different locations to resolve problems or get accurate answers to questions. To overcome this situation, IRS has adopted a new customer assistance initiative known as "One Stop Service." In the short term, IRS is trying to improve its telephone service by expanding the authority of its employees and providing more equipment to resolve taxpayer problems. IRS' long-term goal is to resolve 95 percent of all taxpayer inquiries through a single contact with the agency. One Stop Service is still a concept, however. To make it a reality, GAO believes that IRS needs uniform implementation across field offices to deliver consistent services to taxpayers. One Stop Service also demands strong leadership to deliver essential staffing and equipment, training, and a way to measure success. Finally, One Stop Service will not meet IRS' September 1998 startup date without computer and telecommunications systems that are integral to Tax Systems Modernization.



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