The "Taxpayer Experience Improvement Act" aims to enhance taxpayers' interactions with the IRS. It mandates the IRS to establish a real-time dashboard on its website, providing backlogs, wait times, and callback availability. It also expands electronic access for taxpayers to track their returns and refunds. Additionally, it aims to implement callback technology for unanswered calls and create online accounts for viewing, responding to, and sharing tax-related information. The Act also requires the IRS to prevent unauthorized disclosure of taxpayers' information, investigate misconduct, and publish relevant statistical data. These measures are planned to become effective after 12 to 18 months of the Act's enactment.
Taxpayer Experience Improvement Act
This bill requires the Internal Revenue Service (IRS) to provide certain information related to call volume, wait times, and other metrics. The bill also expands online taxpayer accounts and electronic access to federal tax return and refund information.
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 also must include
- the longest wait time of any caller waiting to speak with an IRS representative;
- the estimated wait time to speak with an IRS representative;
- 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.
Further, the bill expresses the sense of Congress that, by 2028, the IRS should provide an option to receive a callback for any call that is not answered within five minutes.
Finally, the bill requires the IRS to make available (via website or mobile application) to any taxpayer certain information, including
- 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.