Additional funding? Thanks, but no thanks. That’s the sentiment seemingly coming from Congress in response to a tax season reflecting improvements in IRS customer service. The IRS attributed much of its success to the additional $290 million it received from Congress this year. And while a similar provision exists in the House’s 2017 budget, the IRS is not likely to see any other budget increases.
As reported by Nicole Ogrysko, during a July 28th press conference, IRS Commissioner John Koskinen stated, “Our hope is that as we’ve demonstrated to the Congress the great utility of the additional funding we got this year, that that will serve as a basis for an additional increase next year, which would be devoted to cybersecurity, identity theft and taxpayer service.”
The National Taxpayer Advocate’s mid-year report highlighted taxpayer telephone wait times that were cut from 23 minutes to 11 minutes on average and an increase of the number of taxpayer calls answered from 37 percent to 73 percent. Those are big successes for the IRS after consecutive years of very poor customer service performance. Yet despite those accomplishments, Taxpayer Advocate Nina Olsen indicated that several other problems in the agency can be attributed to the lack of funding.
Congress’ refusal to consider greater funding increases despite signs that such funding could improve the taxpayer’s experience will continue to be a contentious topic as the rest of this year unfolds.