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On September 6, 2024, Treasury Secretary Janet Yellen spoke to the Internal Revenue Service (IRS) staff in Austin, Texas. Yellen praised the IRS staff for the improvements in taxpayer services. She started by noting, "Filing taxes, claiming credits and deductions, and getting refunds should be easy. But for too long, this too has not worked. It has been unpredictable and frustrating.”
The IRS has documented improvements in customer service. During filing season 2024, the IRS reached an 88% level of service. This was substantially better than the 15% level of service of the prior year. The IRS notes that the 28-minute average phone wait time in 2022 was reduced to an average of three minutes the next year. There also were a number of new Taxpayer Assistance Centers that enabled expanded in-person service.
Other enhancements occurred in the technology area. The "Where’s My Refund?" tool was significantly updated. The IRS also added a Direct File option that allowed free online tax returns.
Yellen noted the success of the Direct File pilot program. The 140,000 taxpayers who used Direct File saved an estimated $5.6 million in filing fees and received over $90 million in tax refunds. IRS Commissioner Danny Werfel and Secretary Yellen announced in June that Direct File is now permanent. Taxpayers from an estimated 20 states will participate in Direct File next year.
Another major initiative is to move forward with new technology. The IRS computers and taxpayer online accounts will be upgraded. Yellen noted, "Taxpayers should be able to access real-time account information and take action to claim credits and get refunds just as they use the website or mobile app for their bank."
The IRS technology changes are called the Digital First Initiative. The IRS plans to continue to expand and update taxpayer accounts. There are now over 200 different notices and letters available online for taxpayers.
With the enhanced changes, the IRS wants to make it easier for taxpayers to receive credits and deductions. These could include the $7,500 credit for purchase of an electric vehicle or the 30% credit for the cost of residential home energy investments.
Secretary Yellen concluded by "thanking all IRS employees here today and across the country who did all they could for many years with limited resources, and who are now doing all they can, thanks to the IRA, to make transforming the IRS a reality."
Editor's Note: The IRS has made much needed improvements in customer service. The IRS still faces challenges in modernizing the website and expanding phone support.
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