SOI-364 - Injured Spouse Customer Satisfaction Focus Groups; SOI-365 - Tax-Exempt and Government Entities Examination Customers

IRS W&I Injured Spouse

Phone Focus Group Recruiting Guide - DRAFT

INITIAL CALL

Hello, I’m _________ and I’m calling from ____________. You recently responded to a mail survey from the IRS about your interaction with W&I Injured Spouse and indicated that you are interested in follow up research. We are setting up a one-hour phone focus group interview of taxpayers to modify the questionnaire. This is NOT a call about your specific case. This is your opportunity to have input and to tell the IRS what your experiences have been and to make recommendations for change.

Your participation with this research is voluntary, but your help on this project would be very much appreciated. As a token of our appreciation for your time, you will receive $50. Are you interested in participating? [If no, thank taxpayer for their time, and hang up]

The focus group will be held via telephone on DATE at (Noon, 2PM and 4PM Eastern Time). All participants will call in to an 800 number to join the conference call. The discussion will last about one hour. You will be joined by a group of about six people who, like you, have experience with the IRS’ W&I Injured Spouse process. You will not be asked about your specific tax situation, only about your experience with this process. Would you be able to participate? [If no, thank them and terminate the call].

1. Are you or is anyone in your immediate family an employee of the IRS?

_______ Yes [explain, thank, then terminate the call]

_______ No

2. [Recruiter: note male or female]

_______ Male

_______ Female

We are delighted that you will participate in our group.

The dial in number is: 1.866.687.8719

The access code is: 3777137#

Do you have any questions? We would like some contact information to confirm the meeting and to mail out the token of appreciation for your participation.

Respondent Name __________________________

Respondent Address ___________________________________________________________

We would also like to give you a reminder call on the day of the group. Would we reach you at this number or another? [record number _____________]

The Paperwork Reduction Act requires that IRS provide an OMB Control Number on all approved public information requests. That number is OMB 1545-1432. Also, if you like, I can give you an address where you can send comments and questions regarding this process or suggestions for making it simpler.

READ ONLY IF RESPONDENT ASKS FOR ADDRESS: Send your comments and suggestions to:

IRS Tax Products Coordinating Committee

Western Area Distribution Center

Rancho Cordova, CA 95743-0001

Thank you and have a nice day. We look forward to speaking with you on:

DATE (Noon Eastern)

DATE (2PM Eastern)

DATE (4PM Eastern)

For record keeping:

______ Confirmation letter mailed or faxed

______ Reminder call made

REMINDER CALL

Hello, I’m _________ and I’m calling from ____________. This is a call to remind you of your participation in the telephone focus group scheduled for (DATE AND TIME). The dial in number is: 1.866.687.8719. The access code is: 3777137#. Do you have any questions? (PAUSE AND ANSWER QUESTIONS). Thank you in advance for your participation.

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