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IRS Telephone Assistance: Quality of Service Mixed in the 2000 Filing Season andBelow IRS' Long-Term Goal

机译:美国国税局电话援助:2000年申报季度和国税局的长期目标混合的服务质量

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IRS receives tens of millions of telephone calls each year from taxpayers needingassistance in understanding and meeting their tax obligations. This report discusses the performance of IRS telephone assistance in the 2000 filing season and how IRS identified lessons learned to improve performance. IRS telephone assistance showed mixed results in the 2000 filing season. Although IRS had not defined world-class service in terms of specific measures and goals, IRS officials acknowledged performance fell short of its long-term goal of providing assistance comparable to that provided by leading public and private telephone customer service.

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