Washington (Nov. 4, 2003) -- While performance measures of the Internal Revenue Service rose during the 2003 filing season when compared to the prior year, ample opportunities remain for improvement, according to a report by the General Accounting Office.

The report from the investigative arm of Congress found that the IRS improved in several key-filing areas during the 2003 filing season:
• Processed returns and issued refunds more accurately and timely.
• Provided significantly more accessible telephone service.
• Provided greater tax law assistance at walk-in sites.
• More user-friendly Web site.

However, the agency said that the response for e-filing, while greater than last year, is still below the agency’s target rate. Also, the IRS recorded a lower accuracy rate of telephone responses. Among the recommendations made by the GAO included that the IRS consolidate and disseminate available wait-time information to its field managers in order to balance quality and service.


-- WebCPA staff

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