Improving IRS Customer Service: Digital Accounts, Backlog Transparency, and Callbacks.
This Act aims to significantly enhance taxpayer interaction with the IRS by increasing transparency and digitizing services. Citizens will gain access to a public dashboard detailing tax return processing backlogs and phone wait times, along with the ability to view and respond to IRS documents online. Furthermore, the IRS must implement a callback service for calls waiting over 10 minutes and establish a program to identify taxpayers facing economic hardship, offering them alternative collection options.
Key points
A new public dashboard will display average IRS phone wait times and processing delays for tax returns if delays exceed 21 days.
Taxpayers will gain access to personalized, up-to-date information online or via a mobile app regarding the status of their tax returns and refunds, including reasons for any processing suspension.
The IRS must implement callback technology for all major toll-free phone numbers if the wait time exceeds 10 minutes.
Citizens will be able to view IRS documents and letters sent over the past 6 years online and respond to them by uploading documents through the website or mobile application.
The IRS must create a program to identify taxpayers likely experiencing economic hardship and inform them about collection alternatives beyond standard installment agreements.
Expired
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