Mallory Barg Bulman, VP of research & evaluation at the Partnership for Public Service, details the IRS’s new way of delivering guidance to taxpayers, and how it will prevent misinformation from call centers.
The IRS has been having customer service problems for many years. A recurring issue for the IRS is keeping the public up to date on their yearly collection efforts. To keep taxpayers informed, the IRS has designed a new model for disseminating information, and it’s taken form in two campaigns: “Get Ready” and “Avoid the Rush.” “The IRS was in the position that many agencies are in, needing to do more with less and really trying to rethink the way they do business. What the IRS did was, they looked at where they are spending their money and a lot of money and time was going towards their call center,” said Mallory Barg Bulman, VP of research & evaluation at the Partnership for Public Service. “What they realized, was that any question that could be handled online or by a third-party vendor… was a question that didn’t have to be answered by the phone. They started looking at the types of questions that people were asking and also finding ways to resolve them. They started the two campaigns… which were sequential and made sure that people were alerted to the notion of paying their taxes before the day, and also made sure people had the right information when they need it.”