{"id":127364,"date":"2024-07-15t11:58:54","date_gmt":"2024-07-15t15:58:54","guid":{"rendered":"\/\/www.g005e.com\/?p=127364"},"modified":"2024-08-29t23:52:49","modified_gmt":"2024-08-30t03:52:49","slug":"is-the-irs-mismeasuring-phone-service","status":"publish","type":"post","link":"\/\/www.g005e.com\/2024\/07\/15\/is-the-irs-mismeasuring-phone-service\/","title":{"rendered":"is the irs mismeasuring phone service?"},"content":{"rendered":"

\"unhappy<\/strong><\/p>\n

bad metrics are hiding problems.<\/strong><\/p>\n

by 卡塔尔世界杯常规比赛时间 research<\/em><\/p>\n

if there\u2019s one nice thing about phoning the irs, it\u2019s the opportunity to take a nap.<\/p>\n

taxpayer naps were a little shorter this year, especially for those calling 35 of the 102 toll-free lines, known as enterprise lines, that taxpayers can call for assistance. those 35 lines are for accounts management (am) issues.<\/p>\n

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 <\/p>\n

thanks to a mandate from the secretary of the treasury, the irs hired 7,000 customer service representatives to handle the am lines.
\n
\none result: average time on hold for the 35 am lines was only three minutes.<\/p>\n

another result: service on the other 67 lines saw no such improvement, and in some cases, service was worse. at the same time, a shift of employees to the am lines from other services, such as responding to correspondence, resulted in slower service there.<\/p>\n

21 minutes on hold<\/strong><\/p>\n

though wait times for 28 million calls to am lines were short, only 32 percent of the calls were answered by an irs employee. somehow that resulted in an 88 percent level of service (los).<\/p>\n

but what about the 12 million calls to non-am lines? only 29 percent were answered by an employee, and average time on hold was an infuriating 21 minutes, resulting in an los of just 36 percent.<\/p>\n

eighty-eight percent los ain\u2019t bad. but 36 percent ain\u2019t good.<\/p>\n

and those are the numbers for the 3.5 months of the 2024 filing season. during the other 8.5 months of the year, los for the am lines was only 40 percent.<\/p>\n

and on top of that, \u201clevel of service\u201d really doesn\u2019t mean much, according national taxpayer advocate erin m. collins.<\/p>\n

materially misleading<\/strong><\/p>\n

collins has several gripes about the los as an effective measurement of actual service.<\/p>\n