The Internal Revenue Service faced challenges last tax season providing telephone service to taxpayers and responding to their correspondence, continuing the negative trends in recent years despite some efficiency gains and efforts to improve service, according to a new report by the Government Accountability Office.
In 2012, 82 percent of individual taxpayers filed their returns electronically, reducing the IRS's processing costs. The IRS also increased calls answered using automated service and added a variety of self-service tools that helped provide greater efficiency.
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