New legislation, the Taxpayer Experience Improvement Act, would require the Internal Revenue Service to provide real-time metrics on call volume and wait times — as well as a callback option for unanswered calls.
H.R. 7971 "is the latest push to get the IRS to act more like a modern customer service operation — at least on paper," Jeff Bush of The Washington Update told ThinkAdvisor in an email Monday. "It requires real-time public reporting of call activity (how many people are waiting, talking to agents, or stuck in the automated system), along with estimated and longest wait times."
The legislation, sponsored by Rep. David Schweikert, R-Ariz., also expands online taxpayer accounts so individuals can easily access returns, notices and refund status.
"By 2028, the 'goal' is for the IRS to offer a callback option if your call isn't answered within five minutes — because apparently that's still aspirational," Bush continued.
"Conceptually, this is a good idea. Transparency around wait times and better digital access is exactly what taxpayers — and advisors — have wanted for years," Bush said. "But let's be honest: the IRS doesn't exactly have a Hall of Fame track record on customer service. So now we're asking them to post real-time data about how long you've been on hold ... while you're still on hold. Progress?"
Specifically, the bill requires the IRS to provide in real time on its public website the number of callers for each applicable phone number extension that are (1) connected to speak with an IRS representative, (2) connected to speak with an automated system, and (3) waiting to speak with either an IRS representative or an automated system.
The website, according to the bill, also must include:
- the longest wait time of any caller waiting to speak with an IRS rep;
- the estimated wait time to speak with an IRS rep;
- if a callback service is available or when such service is scheduled to be available; and
- certain monthly metrics, including the average and median wait times and call lengths.
The bill also requires the IRS to make available (via website or mobile app) to taxpayers: tax returns, documents, notices or letters sent to the taxpayer by the IRS or filed with (or sent to) the IRS by the taxpayer; the status of a federal tax return or refund; and an estimated date for receipt of a refund.
The bigger issue for changes set out in the bill, according to Bush, is capacity.
"Republicans have reduced IRS funding in recent years, and the agency is dealing with a wave of retirements and ongoing hiring challenges," he added. "That combination makes it hard to see how service levels improve — let alone meet a five-minute callback standard."
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