The TIGTA’s Nagging of the IRS Delves into Phone Etiquette
In case you’re not up to speed on the federal bureaucracy org chart, the Treasury Inspector General for Tax Administration’s expressed purpose is to tell the IRS what it is they suck at doing and what they can do to quit sucking at it.
The latest bad report card for the IRS is that of protecting the identity of taxpayers who call the Service for help. The epic fail is due to customer reps not being inquisitive enough when identifying callers and not their inability to use their inside voices. The TIGTA presents its displeasure with the phone “assistors” in its latest report:
From our statistical sample of 180 contact recordings, we determined that assistors did not properly follow procedures when authenticating 29 (16 percent) callers, increasing the risk of unauthorized disclosures. Based on these results, the projected number of callers with increased risk of unauthorized disclosures is 44,067 for 1 week.
So, you figure 2.2 million unauthorized disclosures a year. Maybe that’s a legitimate concern but in the grand scheme of things, is it really that bad? If you consider the fact that 22.4 million people aren’t even getting help, that seems like a pretty good number. Regardless of our realistic standards, the TIGTA has more harping to do:
During our review of 48 (27 percent) of the 180 sampled calls, we were able to overhear other assistors discussing other callers’ Personally Identifiable Information. For 10 calls (6 percent), we were able to clearly hear parts of conversations with other callers. For 38 calls (21 percent), other assistors’ interactions with callers were overheard, but we could not clearly understand the conversations. This happened because assistors did not put callers on hold when they were researching the taxpayers’ accounts. Also, the physical layout of employee workstations at call centers allows other conversations to be easily overheard.
So in this particular case it sounds like the IRS has two choices 1) force everybody to become low talkers or 2) spring for a larger cube farm so people aren’t up in each other’s shit.
The real question her is, can we realistically expect an error rate of zero from the IRS? When did “good enough for government work” no longer apply?
Telephone Authentication Practices Need Improvements to Better Prevent Unauthorized Disclosures [TIGTA via TaxProf]
For the Last Time: We Don’t Expect Much Out of the IRS
We’ve mentioned this before but it’s worth stating again: are everyone’s expectations for the IRS unreasonable?
The National Taxpayer Advocate, Nina Olson, has released her annual report to Congress and it points out (among other shortcomings) that the IRS provides “unacceptable” customer service.
Sigh. Need we remind everyone that we’re talking about the FEDERAL GOVERNMENT? This is not Nordstrom’s where you can snap your fingers and another pair of gabardines appear.
Oh sure, maybe the Service is lowering its expectations: “[T]he agency’s goal is to connect 71 percent of callers to a real person, down from a recent high of 87 percent in 2004,” but doesn’t that seem reasonable for the IRS? Are we missing something? Is there some other dimension where the IRS is revered for its efficiency?
IRS Too Busy to Talk to 3 in 10 Who Call for Help [AP via ABC]
National Taxpayer Advocate Report.pdf
A Note to the SEC
Kroeker reiterated earlier statements that he and SEC Chair Mary Schapiro had made, indicating the SEC was turning its attention this fall to the proposed IFRS roadmap. When asked about the date, Kroeker said, “There will be follow-up on the roadmap this fall.” Asked to define the word “fall,” he noted that the season ends on Dec. 21.
Fall ended at 12:47 pm EST today. Anyone seen this map?