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Activity Number:
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319
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Type:
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Contributed
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Date/Time:
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Wednesday, August 14, 2002 : 10:30 AM to 12:20 PM
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Sponsor:
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Section on Quality & Productivity*
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| Abstract - #301512 |
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Title:
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How the Quality of Responses the IRS Provides to Taxpayer Inquiries is Measured
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Author(s):
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Kevin Cecco*+ and Rachael Hoopengardner+
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Affiliation(s):
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Internal Revenue Service and Internal Revenue Service
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Address:
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500 N. Capitol St., Washington, District of Columbia, 20001, USA 500 N. Capitol St., Washington, District of Columbia, 20001, USA
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Keywords:
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Quality Measurement ; Accuracy ; Standardization ; Remote Monitoring
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Abstract:
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The Internal Revenue Service (IRS) has developed a process by which quality among services the IRS provides to taxpayers is measured. With the assistance of the Statistic of Income (SOI) Division of the IRS, this process has been centralized, implemented, and improved upon to consistently/adequately measure the quality of service provided to taxpayers. The results of this quality review process are captured on a database that can be accessed by all persons associated with measuring quality. This paper will describe the historical development and standardization of the quality measuring process, as well as the future of quality measurement wtihin the IRS.
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- The address information is for the authors that have a + after their name.
- Authors who are presenting talks have a * after their name.
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