An IRS watchdog told Congress last year that the discarded metric is “misleading,” and "does not accurately reflect the experience of most taxpayers who call." ...

The Internal Revenue Service headquarters in Washington, D.C. The Internal Revenue Service made progress on its customer service and systems last year, but it's still facing challenges with processing ...

The IRS on Friday unveiled a new Taxpayer Experience Office as part of a long-term plan to improve customer service issues. The office will focus on "all aspects of taxpayer transactions," working ...

If you tried to contact the IRS with a question about your taxes this year, chances are you didn’t get a response. The IRS estimated that it would only answer 17 million of the 49 million calls ...

The Internal Revenue Service (IRS) answered a smaller share of taxpayer calls and kept taxpayers on hold longer last year than in other recent years, according to a new report. The IRS was only able ...