When accounting goes unaccounted for
“A lot of people think of the IRS and have a little bit of fear of the IRS and we want to make sure they know that our doors are open, our people are empowered to make decisions and our goal is to resolve your problem.”
~ Doug Shulman, IRS Commish, who doesn’t prepare his own taxes but wants to help you with yours.
The emphasis isn’t needed but we’ve provided it anyway:
Despite being the most popular website in America, consumers don’t like Facebook, according to the 2010 American Customer Satisfaction Index (ACSI) E-Business Report, produced in partnership with ForeSee Results. Facebook scored 64 on the ACSI’s 100-point scale, which puts its satisfaction even lower than IRS e-filers. This puts Facebook in the bottom 5% of all measured private sector companies and in the same range as airlines and cable companies, two perennially low-scoring industries with terrible customer satisfaction.
It makes sense, really. If someone is filing their taxes electronically and something goes wrong, he/she is probably able to keep it together long enough to call up the IRS and tell him what the problem is. On the other hand, if Farmville starts acting up on Patrick Byrne (just as an example), we’re guessing the man loses his shit.
While we’re typically not ones to speculate on the difficulty of any particular job (e.g. CEO of a Big 4 firm) the Treasury Inspector General for Tax Administration (“TIGTA”) probably has the easiest job on Earth.
As far as we can tell, the TIGTA is responsible for criticizing the IRS on, well, pretty much everything that the Service does wrong and then the IRS agrees that they suck and promises to do better.
And if you’re going by the TIGTA website we’re more or less correct:
“TIGTA promotes the economy, efficiency, and effectiveness in the administration of the internal revenue laws. It is also committed to the prevention and detection of fraud, waste, and abuse within the IRS and related entities.”
We’re assuming that Doug Shulman probably agree with our assessment but that guy doesn’t even like pizza, so who cares what he thinks?
Anyhoo, the latest Monday Morning QBing from the TIGTA is that some of the Service’s senior revenue officers are basically sitting around with nothing to do. Web CPA reports:
Senior revenue officers at the Internal Revenue Service who are supposed to handle more complicated tax cases oftentimes don’t receive any work assignments, according to a new government report…
The relative lack of work for the senior revenue officers to do occurred because there is no systemic means for IRS managers to identify the most complex cases, and the criteria for identifying complex cases are subjective and inconsistently interpreted.
So you’re a senior revenue officer with 5-6 years (?) on the job. You’ve got this gig pretty much figured out. Not only do you know the ropes, you make the fucking ropes. Your manager has suits from DC so far up their ass about collecting every dime available that they can’t see straight, so they just want you busy do anything.
You, being a reasonably lazy (and realistic) person, aren’t going to kill yourself. If you’ve got the choice of picking up a 1040 that’s hundreds of pages long versus a 1040EZ that has fewer pages that a Tony Alamo pamphlet, you’re going to pick up the 1040EZ.
Well now J. Russell George is slapping those managers around with a report deeming this unacceptable which may mean that your slacking days are over:
“I am troubled that IRS managers are not providing employees with work assignments that they are ready and able to do at a time when it is incumbent on the IRS to be as efficient and effective as possible,” said TIGTA Inspector General J. Russell George in a statement.
JRG is recommending that the IRS improve it’s methods of identifying more complex cases (that the IRS naturally agreed with). We think a tax return thickness analysis is a decent place to start.
Customer satisfaction is a tough business. Especially when you’re dealing with impatient masses that need that tax refund NOW, so that they don’t miss an installment on a home equity line of credit.
Unfortunately, the IRS wasn’t able to answer 22.4 million calls for this past filing season. This was during normal business hours and were for various reasons including, “the taxpayers hung up, were courtesy disconnected by the IRS, or received a busy signal.” We’d be interested in the ‘courtesy disconnected’ calls as we’re guessing that it some of the calls may have included:
“Sir, I don’t know what the President will do regarding raising your taxes…No sir, I don’t know for an absolute fact that the President isn’t a socialist…No sir, that does not make me a socialist…Hello?”
To the Service’s credit, they did answer 35.8 million calls during normal business hours (still less than half, slackers) according to the report put out by the Treasury Inspector General for Tax Administration.
But the higher than expected number of calls obviously caught the Service off guard, since they must have made the terrible assumption that taxpayers would try reading the instructions prior to calling for help on the Presidential campaign contribution.
IRS Didn’t Answer 22.4 Million Taxpayer Phone Calls [TaxProf Blog]
Higher Than Planned Call Demand Reduced Toll-Free Telephone Access for the 2009 Filing Season [TIGTA Report]