The Internal Revenue Service's plans for a "Future State" for how the agency will operate over the next few years may run into consumer resistance, according to the National Taxpayer Advocate. The Advocate's 2015 annual report to Congress suggests that resistance to technology may thwart development of online accounts.Advocate Nina Olson notes the IRS intends to use the online accountants because budget cuts have led it to telephone and face-to-face assistance.
The reports says many taxpayers will not use the accounts because they lack Internet access or skills cannot complete the authentication process required to set up an account, do not trust the security of the IRS system, or would prefer to speak with an IRS employee.
The concern about the program's ability to meet taxpayer needs has led hr to establish public forums around the country. Some will be conducted in conjunction with Members of Congress who serve on committees engaged in IRS oversight. Eight forums have been held with several more planned.
The Taxpayer Advocate Service will conduct a nationwide survey of a statistically representative sample of U.S. taxpayers about their needs, preferences, and experience with IRS taxpayer service and will hold focus groups about the IRS Future State at IRS Tax Forums this summer.
