After Hellish Chaos In Pandemic Times, IRS Customer Service Is Finally Moving Forward

The project is a huge undertaking, and its successful implementation in the coming years could help the IRS further improve its image.

IRS Customer Service ( Photo: Bloomberg.com )

The Internal Revenue Service (IRS) isn’t exactly known for its excellent customer service, but it’s becoming more and more apparent in recent years

The Office has significantly improved its direct contact with taxpayers. Collins released his mid-year report to Congress this week and wrote that “the taxpayer experience has improved dramatically.” The IRS was busy processing original paper-filed individual Form 1040s and various business statements. Refunds were usually quick. Also, if the taxpayer calls her IRS, the call is much more likely to go through and the wait time is much shorter.

Late refunds and poor phone service are two issues the IRS is working to fix

After receiving nearly $80 billion in new funding under the Inflation Control Act that took effect last year. However, some of that funding (about $20 billion) was cut as part of a debt ceiling agreement recently reached between Republicans in Congress and the White House. Additionally, the IRS recently announced that it is testing a new free direct filing system beginning in 2024 with the goal of winning over taxpayers again by offering an alternative. Free replacement for the pillars of TurboTax and H&R Block tax preparation software.

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