Customer Service

IRS’ “Customer Service Vision” guides its efforts to improve customer service. 6, 1996). IRS, the Department of the Treasury, and the Office of Management and Budget needed to ensure that IRS’ information management initiatives are promptly and fully implemented;
Congress should consider limiting IRS funding for TSM to critical and cost-effective projects; and the National Commission on Restructuring the Internal Revenue Service would have a leading role in evaluating IRS’ operations and recommending organizational, management, and operating changes. This information updated what we had reported in 1993. Individual and Business Tax Issues

Tax Administration: Income Tax Treatment of Married and Single Individuals (GAO/GGD-96-175, Sept. 3, 1996). Accounts Receivable/ Collections

IRS Tax Collection Reengineering (GAO/GGD-96-161R, Sept. 24, 1996). Tax Expenditures and Preferences

Insular Areas Update (GAO/GGD-96-184R, Sept. 13, 1996).
Why GAO Did This Study

GAO summarized the studies it issued during fiscal year 1996 to Congress and the Internal Revenue Service (IRS) and the statements it made before Congress and the National Commission on Restructuring the Internal Revenue Service.

What GAO Found

GAO noted that it published 50 reports in 6 broad areas: (1) IRS management and budget; (2) individual and business tax issues; (3) customer service; (4) submission processing; (5) accounts receivable/collections; and (6) tax expenditures and preferences.