Skip to main content

Tax System Modernization: Further Testing of IRS' Automated Taxpayer Service Systems Is Needed

IMTEC-91-42 Published: Jun 20, 1991. Publicly Released: Jun 29, 1991.
Jump To:

Highlights

Pursuant to a congressional request, GAO reviewed the Internal Revenue Service's (IRS) Taxpayer Service Integrated System (TSIS) to determine whether tests to measure TSIS effectiveness provided the information necessary to justify installing TSIS at all call sites.

Recommendations

Recommendations for Executive Action

Agency Affected Recommendation Status
Internal Revenue Service To ensure that TSIS is not installed nationwide until all its benefits have been clearly demonstrated, the Commissioner of Internal Revenue should make sure that IRS develops a test methodology that will allow it to conclusively determine the impact of TSIS on call site operations. This methodology should: (1) identify specific, measurable benefits of TSIS; and (2) distinguish to what extent benefits are due to automation and to what extent they are due to other operational changes.
Closed – Not Implemented
IRS contact persons can not explain the status of actions. Agency comments indicated agreement with the recommendation. IRS cancelled the project in early 1992.
Internal Revenue Service If IRS decides to install TSIS nationwide, it should consider how TSIS can be most effectively combined with ongoing management improvement initiatives to enhance the accuracy and productivity of taxpayer service call sites.
Closed – Not Implemented
IRS contact persons can not explain the status of actions. Agency comments indicated agreement with the recommendation. The project has been cancelled.

Full Report

Full Report (22 pages)

Office of Public Affairs

Topics

Tax Policy and Administration
Cost effectiveness analysisErrorsIncome taxesInformation systemsIT acquisitionsSystems conversionsTax administration systemsTelephonesTestingTaxpayers