Can the IRS Improve Its Phone Service?

By Rick Telberg
CPA Trendlines

When the Internal Revenue Service launched its “Future State Initiative” in 2016, it promised a new and admirable level of service. From then on, taxpayers could expect the same level of service when dealing with the IRS as they get from a financial institution or a retailer. Or, so it seemed.

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Such brave words for a brave new world of tax collection! Alas, the promise of better service has not combined well with congressional cuts to the IRS budget. The brunt of those cuts is felt at the interface of frustrated taxpayers and stretched-thin IRS agents.