The percentage of callers with a tax issue who will receive live assistance is expected to increase to 47 percent for fiscal year 2016, from 38 percent in FY 2015, the Government Accountability Office said in a new report. Furthermore, during the current tax filing season, the IRS predicts the level of service will be 65 percent for those calling with questions.
The GAO Report, "Internal Revenue Service: Preliminary Observations on the Fiscal Year 2017 Budget Request and 2016 Filing Season Performance," was released April 7.
Unsurprisingly, the report states that the service-level improvements are due, in part, to additional funding. The agency's FY 2016 appropriation was $11.2 billion, an increase of $290 million from the FY 2015 level, but still $900 million lower than in FY 2011. The GAO noted in the report that the IRS directed the additional funding to taxpayer services, enforcement and operations support.
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